Each team operates on its own board with connected sources, workflows, and responsibilities. Tickets move easily between boards. Customer support, onboarding, product, and more stay aligned without stepping on each other’s processes.
Teams
Organize teams into groups and apply routing rules based on availability, workload, or custom logic. Every ticket is automatically assigned to the right people, with less manual overhead and faster resolution.
Groups & routing
Create ticket statuses that match how your team works. You choose the names, the sequence, and how they behave. Every team defines its own process without depending on developers or rigid systems.
Custom statuses
Tickets come in from Slack, MS Teams, email, web chat, forms, portals, and even AI-generated workflows. Everything arrives in one centralized view. Respond directly from Thena, and replies go back to the original source.
Tickets
Build flexible SLA policies using any combination of triggers, timers, and pause conditions. Set rules that reflect your real-world workflows. Stay accountable without compromising agility or overcomplicating your process.
SLA
Set up automatic responses for ticket creation, message updates, or team availability. Choose when and how to respond across Slack, email, or MS Teams. Keep customers informed at every stage.
Auto-responder
CSAT
Deliver CSAT surveys through Slack and email with timing control, cool-off periods, and targeting options. Gather accurate, relevant feedback without overwhelming the customer experience or your operations team.
Grouping
Bundle messages into single ticket by logic.
Related tickets
Link tickets that share context.
Working hours
Respect teams' real-time availability hours.
Notifications
Stay updated across every touchpoint.
Emojis
React faster, with human touch.
Rich text editor
Communicate clearly with rich formatting.
Views
Switch perspectives without losing context.
Insights
Track trends, volume, and performance.
Powerful ticketing, built for modern teams.
Trigger auto-responses & CSAT.
Separate boards for each team.
Multi-persona
ticketing
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Routing and assignment rules.
Custom ticket statuses.
Customer support AI.
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Trusted by top performing modern teams
Forms & fields
Design forms using over 25 field types with advanced control over visibility, structure, and logic. Capture detailed customer data at scale, tailored exactly to how your team operates and reports.
“Thena has been invaluable in bringing everything together in one place.”
Rachael Thomas
Developer success engineer, Knock