Thena | Blog | Raising Your B2B Customer Support Game with Thena's Team Boards: A Smarter Way to Work

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Raising Your B2B Customer Support Game with Thena's Team Boards: A Smarter Way to Work

Written by

Govind Kavaturi

Published on

Jun 16, 2025

In this article, w've covered:

Introduction: Why Thena and Team Boards?
The Problem with Traditional Support Tools
Thena's Solution: Team Boards Explained
What Each Team Gets: Comprehensive Features
Inter-Team Collaboration: Moving & Relating Tickets
Analytics & Customization for Each Team
The AI Advantage
Why This is a Big Step Forward

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Why Thena's Team Boards are a Smarter Way to Work

At Thena, we really believe B2B customer support should be about easy collaboration, not a bunch of isolated departments doing their own thing. We're a new-age, AI-first customer support platform built specifically for modern B2B teams. We know firsthand how businesses like Vercel, Amplitude, FOX, Etsy, and LaunchDarkly rely on communication tools like Slack and MS Teams every single day. That's why we're genuinely excited to share our Team Boards – a fresh, intelligent approach to managing customer conversations that will transform how your customer-facing teams actually get things done.

The Problem with Traditional Support

Think about it: most customer support tools give you one main place for your support team. But in the real world of B2B, customer questions aren't always so neat. They often touch different departments – from that first quick help to more specialized solutions, and even the ongoing work of customer success. This old, siloed way of doing things often leads to fragmented experiences for your customers, lost information for your teams, and, frankly, a lot of unnecessary frustration for everyone involved. Thena's Team Boards cut through these old problems.

How Thena's Team Boards Work

Imagine a setup where every team that talks to customers – whether it's Support, Success, or Solutions – has its own dedicated workspace. It’s designed exactly for how they work, acknowledging their unique rhythm and needs. This isn't just another tab to click; it's a complete, fully functional ticketing system tailored for each team, all sitting comfortably within the intuitive Thena platform. This means less jumping between tools and more focus on the customer.

Features of Each Thena Team Board

With Thena's Team Boards, every team gets a powerful set of tools that feel both individual and deeply connected:

A dedicated place for tickets, built just for them: Each team board truly functions as its own robust ticketing system. It comes packed with everything you need to manage your specific workflows, making sure nothing falls through the cracks. This includes:
- Smart routing: Directing tickets to the right team and the right people happens effortlessly, powered by clever rules you set. No more guesswork or manual reassignments.
- Custom groups: Organize your team members by their specific roles, regions, or expertise for incredibly smooth management and quick access to the right folks.
- Flexible working hours: Set specific availability for each team. This isn't just about setting expectations; it helps you track response times accurately and ensure your team members aren't burning out.
- Connecting to communication channels: Link directly to your modern communication tools like Slack and MS Teams. Your teams are already there, and now Thena is too, making conversations flow naturally without ever leaving the platform.
- Clear service level agreements (SLAs): Define and track response time goals that fit each team's unique responsibilities. This helps you meet promises and manage expectations effectively.
- Customizable fields and forms: Gather exactly the information you need with tailored ticket fields and structured response forms. Get the full picture upfront, every time.
- Automated CSAT and auto-responders: Collect valuable customer feedback automatically and send instant, helpful replies. It's about enhancing the customer experience, even when your team is busy.
- Just about everything you need to succeed: From custom statuses and tags that bring clarity to every ticket, to emoji actions for quick internal communication, and powerful workflows that automate routine tasks – each team board can be set up exactly how you want it to meet unique operational needs. It's truly a toolkit designed for real-world scenarios.

Collaborating Across Teams

No more clunky, manual reassignments or losing track of conversations as they pass between teams. Tickets can be effortlessly moved between teams, making sure handoffs are smooth and efficient as customer issues evolve. Beyond that, tickets from different teams can be marked as 'related.' This is key for complex problems, giving you a full, connected picture of customer situations and helping everyone work together more intelligently.

Team-Specific Analytics and Customization

Each team can create its own custom views to prioritize and manage their specific workload, cutting through the noise. On top of that, detailed reporting lets each team look at how they're performing, spot important trends, and continuously make their service better. It's about empowering teams with the data they need to grow.

The AI Advantage for Your Teams

This is where Thena really brings something genuinely new and powerful to the table. Our AI-first approach extends right down to Team Boards, letting you bring in AI agents for each team. Imagine a dedicated AI agent for your Support team handling common, repetitive questions, freeing up your human agents for more complex interactions. Or an AI agent assisting your Solutions engineers with quickly pulling up relevant information or suggesting next steps. These AI agents can be set up to perform specific tasks and actions, acting as smart, always-on assistants that augment your human teams and free them up for more involved, higher-value conversations. It's about making your people even better, not replacing them.

A Big Step Forward for B2B Support

Bringing all your customer-facing teams into one unified application, with individual yet interconnected team boards, fosters truly unprecedented collaboration and centralizes critical customer data and context. This isn't just about efficiency; it eliminates information silos that often plague larger organizations, significantly reduces response times, and ultimately leads to a much better, more cohesive experience for your customers. Thena's Team Boards aren't just a small feature; they're a new way of thinking about how teams work together. They empower modern B2B teams to deliver exceptional support with remarkable efficiency, truly smart tools, and a deep spirit of working together.

Join the bold, modern B2B teams already seeing what Thena can do. Discover how our Team Boards can update and elevate your customer support operations starting today - Sign up for free.