How to set up and analyze customer support data in Claude AI? Complete MCP integration guide

The most advanced B2B teams use support data to drive product decisions, catch engineering issues early, identify churn signals, and fine-tune customer success and solutions strategies. Every conversation is a data point. Ignoring that stream is a missed opportunity.

That’s exactly why we built a powerful integration between Thena and Claude, Anthropic’s cutting-edge AI model. With our Model Context Protocol (MCP), Claude gains full visibility into account context, ticket history, channel signals, and more. It doesn't just respond. It acts with precision, speed, and enterprise-level awareness.

This post breaks down what this integration delivers, why it matters across your company, and how to turn it on for maximum impact.

What is the Thena + Claude Integration?

At the core of this integration is Thena’s Model Context Protocol (MCP) - a secure, structured framework that gives AI models controlled access to your support data and workflows. MCP is what turns Claude from a general-purpose assistant into a context-aware, enterprise-ready operator.

Claude, built by Anthropic, is one of the most advanced AI models on the market. It's optimized for complex reasoning, natural conversation, and fast decision-making. But raw intelligence isn’t enough. Without context, even the best AI is just guessing.

By connecting Claude through MCP, you're giving it real-time access to the customer conversations, tickets, metadata, and historical interactions that matter. This isn’t a chatbot. Claude can now:

• Understand the full customer journey, not just the latest message

• Create and update tickets based on natural language prompts

• Summarize conversations, extract insights, and flag trends

• Suggest responses or solutions based on internal knowledge

• Trigger workflows and update CRM fields with precision

Think of it as giving your support AI the same superpowers your best agent has - minus the ramp-up time and context switching.

How to connect Claude with Thena MCP: a step-by-step guide

Connecting Claude with Thena MCP is a straightforward process. Here's a step-by-step guide to get you started:

Step 1: Launch or install the Claude app

First, ensure you have the Claude application running. You can launch the web app by navigating to claude.ai in your browser, or if you prefer, download and install the official Claude desktop app from their website.

Step 2: Navigate to Settings

With the Claude application open, locate and click on Settings. You can typically find this option in the sidebar or under the main application menu.

Step 3: Add a custom integration

In the Settings panel, scroll down to the bottom to find the Connectors section. Click on the + Add custom integration button to proceed.

Step 4: Enter integration details

A prompt will appear asking for the integration details. Carefully enter the following information into the respective fields:

• Integration name: Thena

• Integration URL: https://mcp.thena.ai/sse

Step 5: Connect to your Thena account

After adding the details, Thena will appear in your list of available integrations. Click the Connect button located next to it to start the authentication process.

Step 6: Authenticate with Thena

A new login screen will open. Sign in to your Thena account using your work email and password, or select the Login with Google SSO option if that is how your account is configured.

Step 7: Authorize access in Claude

After logging in, select your organization if you belong to more than one. Choose the correct organization from the list and click the Approve button to grant Claude permission to connect to your Thena account.

Step 8: Start a new chat to use Thena MCP

Once you have successfully authorized the connection, the setup is complete. To use the integration, start a new chat in Claude. Click the plus (+) button, and you will see Thena appear in the list of available tools. You can now ask questions related to your support data - for example, "Summarize my open tickets" - and Claude will access the necessary information from Thena to answer you.

And that's it! You're all set to use Claude with Thena's powerful support tools directly in your chats. For more detailed information, you can always refer to Thena MCP server docs.

Unlocking value from customer support data in Claude AI

• For product managers to gain deep customer insights. You can ask Claude to identify the biggest customer pain points from the last quarter, list the product areas receiving the most tickets, or even generate charts directly in the chat to visualize support data without needing a separate BI tool.

• For product leaders to make data-driven roadmap decisions. By analyzing the types of customer support issues and the specific customer segments raising them, heads of product can better prioritize features and strategic shifts in the product roadmap based on direct user feedback.

• For managers to get on-the-fly information access. Team leads and managers can quickly ask Claude for insights on performance and trends using natural language. This eliminates the need to log into multiple dashboards, allowing for quick checks on the go.

• For customer success teams to perform detailed account analysis. You can ask Claude to identify which accounts look risky or are likely to churn based on their support history, ticket sentiment, and resolution times stored in Thena.

• For support agents to accelerate issue resolution. Agents can use the integration to instantly find relevant articles from your internal knowledge base, get summaries of long and complex ticket histories, or identify subject matter experts within the organization to help with a specific problem.

Prompts for using customer support data in Claude AI

Here are a few examples of how you can interact with Thena through your Claude AI assistant.

Product & engineering

• “Summarize the top feature requests from enterprise accounts in the last 60 days.”

• “What bugs related to the onboarding flow were reported by users in Q2?”

• “List all tickets tagged as performance issues from high-revenue accounts.”

• “Show accounts where the same issue was reported more than twice in the last 45 days.”

• “Extract usability complaints related to our dashboard filters.”

Customer success

• “Which customers have open tickets older than 10 days and a health score below 70?”

• “Generate a risk report of accounts with unresolved critical issues this month.”

• “What recurring issues have been raised by customers in their onboarding phase?”

• “Identify customers who downgraded and had unresolved tickets in the 30 days prior.”

• “Summarize all support interactions for the top 10 expansion pipeline accounts.”

Solutions & pre-sales

• “List technical blockers encountered during POCs in the last quarter.”

• “Which prospects in active evaluation have recently opened support tickets?”

• “Generate a report of SLA breaches for enterprise-tier accounts.”

• “Identify integration-related support queries from prospects in the sales pipeline.”

Executive & ops

• “Show support volume trends by region and segment for the last 3 months.”

• “Which teams are experiencing the longest average time to resolution?”

• “List top 5 accounts with the highest ticket volume and their current status.”

• “Create a weekly digest of critical issues impacting revenue-generating workflows.”

• “Which product modules are generating the highest volume of support tickets?”

By integrating Claude with Thena MCP, you are not just adopting a new tool; you are embracing a new way of working that is more efficient, intelligent, and customer-centric. As AI continues to evolve, the possibilities for this powerful combination are endless.

Sign up for Thena today.