Written by
Mike Molinet
|
Published on
Jun 21, 2025
In this article, we've covered:
Getting started with Thena: Your quick setup guide
Flexible ways to create tickets: Empowering your community
Direct communication and complete ticket management
Automate and optimize your support workflow for efficiency
Running a thriving Slack community is rewarding. It helps foster connection, collaboration, and shared knowledge. However, as your community grows from a handful to hundreds or even thousands of members, handling support requests can quickly become a large task. Looking through many messages to find questions, track solutions, and ensure every member gets help can easily become a full-time job. This is where Thena comes in – it's your complete tool for organized, effective ticketing directly within your existing Slack workspace.
Thena helps turn your active Slack channels into an organized, highly effective support area. Imagine a place where every question is captured, assigned, and answered with clarity, all without leaving Slack. Let's look at how you can set up and use Thena to provide good support to your community, no matter its size or what it needs.
Getting started with Thena: Your quick setup guide
Getting Thena ready to use is a straightforward process. You can start organizing your support in minutes:
Sign up for Thena: Your path to a more organized and responsive community support system begins with a simple sign-up on Thena's easy-to-use platform.
Create a team: Once registered, you will create your support team within Thena. This is where you decide who will handle and respond to community questions.
Connect your Slack workspace: Thena connects with your Slack. A few steps will securely link your workspace, setting up the foundation for direct communication in your community channels.
Add the Thena bot to your community channel(s): This is where it starts to work! Once the Thena bot is in your Slack channels – whether it's a general help channel or specific topic channels – it can begin monitoring and taking in requests.
Flexible ways to create tickets: Empowering your community
Thena understands that every community is unique and members have different ways of asking for help. To fit these needs, Thena offers many adaptable ways for members to create tickets. This helps make sure no request is missed:
Automatic conversion of every message into a ticket: For the easiest way for community members, you can set Thena to automatically turn every message posted in a chosen channel into a support ticket. This makes sure all communication that might need a reply is captured, which is good for busy support channels.
AI detection with custom prompts: Use Thena's advanced artificial intelligence to find support requests based on keywords or phrases you set. For example, you can teach Thena to spot phrases like "I need help with..." or "How do I set up...?" This smart filtering helps separate real support questions from casual talks, so your team focuses on key issues.
Use emoji reactions for instant tickets: This is a very simple and easy-to-use option for your community members. A basic, pre-set emoji reaction to a message (e.g., a 🎟️ emoji) can instantly make that message a support ticket. It's quick, easy, and requires little effort from the user.
Use a tag to designate requests: Allow your users to add a specific tag (e.g., #support, @thena help) in their message to mark it as a formal support request. This gives users control and clearly shows they need assistance.
Enable forms for structured information collection: For more complex or important issues, Thena lets you enable custom forms that community members can fill out. This helps you get all needed, organized information upfront – such as user ID, error messages, or product specifics – which cuts down on back-and-forth messages and speeds up problem solving.
Based on how you set up ticket creation, new requests will appear in Thena's central dashboard, ready for your team to handle.
Direct communication and complete ticket management
Thena allows your support team to manage the whole ticket process well and effectively, all without leaving the platform:
Direct communication within Thena: You don't need to switch between Slack and another support tool. You can talk directly with your community users about their tickets right within Thena. This keeps all talks about a specific issue in one place, making it easy to track progress and keep context. Any replies from your team in Thena are automatically sent back to the user in Slack, and vice-versa.
Ticket window with full details: Thena's clear ticket window provides much information quickly. With the Accounts function, you can get more details about the user who sent the ticket, including their recent ticket history, past talks, and any related account information. This full view gives your support team important context right away, helping them give more personal and effective replies.
Clear filtering to find specific requests: Need to find a certain ticket or look at all requests from a specific member? Thena makes it very easy. You can quickly filter tickets by user email, account, status, person assigned, or custom tags. This makes your work simpler and helps you always find what you're looking for.
Simple ticket closure: Once an issue is fully solved and the community member is happy, you can quickly and clearly close the ticket within Thena. This keeps your support queue neat, shows your team's workload accurately, and provides a clear record of finished requests.
Automate and optimize your support workflow for efficiency
Thena offers more than just basic ticketing. It has strong features made to help you automate, improve, and continuously make your community support operations better:
Set up smart auto-responders: You can immediately set expectations and give quick feedback to your community members by setting up automatic replies. These can be used to confirm new tickets, give links to common questions, or send users to self-help resources. This helps lessen the immediate work for your team.
Measure success with CSAT (customer satisfaction) surveys: Find out how well your support team is doing and areas to improve by setting up CSAT surveys. After a ticket is closed, Thena can automatically send a short survey to the community member. This collects valuable feedback that helps you keep improving your service quality.
Define and track SLAs (service level agreements): For important issues or to keep a high standard of service, you can define and track SLAs. Thena will check your team's response and resolution times against these set goals. This helps you make sure your community gets help on time and prevents tickets from being left too long.
Create advanced rules for routing and auto-assignment: For bigger and more complex communities, Thena lets you create detailed, custom rules. These rules can automatically send incoming tickets to the right team members based on keywords, specific channels, or even the type of request. You can also automatically assign tickets to available agents. This helps distribute work well and lowers manual effort.
If your Slack community is growing quickly and has hundreds or thousands of active members, Thena is the essential tool you need to manage and support them easily from one central place. Stop being overwhelmed by many messages and start giving the good, timely, and effective community support that your members truly need.
Ready to manage your Slack community support better? Sign up for Thena free today.
