What is Thena? The complete guide to modern B2B customer support (2025)

The modern B2B support landscape

In modern B2B, support is no longer a reactive, siloed function. As Thena's co-founder, I've seen firsthand how the historical model of simple ticketing fails to address the complexities of today's market. With customers reaching out across multiple channels—Slack, MS Teams, Discord—and each account having numerous users, the process is incredibly nuanced. A single customer query can require coordination across engineering, billing, and account management. Each interaction is a strategic opportunity, providing valuable context for QBRs and a potential source of growth. Legacy support systems simply weren't built for this dynamic environment. We believe that for today's growing businesses, a unified, intelligent tool is essential to transform customer queries from a challenge into a powerful growth engine. We built Thena. 

What is Thena?

Thena is a customer support AI platform built for modern B2B teams, designed to meet customers where they are. It unifies customer conversations from disparate channels—Slack, MS Teams, Discord, email, and live chat—into a single, intelligent workspace. Known for its native and highly-sophisticated Slack integration, Thena allows teams to build entire support workflows directly within the platform their customers already use.

The platform provides a comprehensive helpdesk suite, including a knowledge base and features specifically for B2B needs, such as account management and broadcasts. It seamlessly connects with engineering tools like Jira and Linear to streamline cross-functional collaboration. At its core, Thena is a workflow engine, empowering teams to create any automation they need.

The most transformative element is its AI-readiness, featuring an MCP server, AI copilot, and autonomous AI agents that can handle half of the workload, from cleaning up tickets to following up with customers. This prepares for a future where humans supervise and prompt AI, focusing on strategic objectives.

Customers at large companies like Vercel, Amplitude, and Fox have lauded Thena for its ability to "tame the wild-wild-west Slack support" and provide a unified view of customer conversations, with one customer noting, "Thena's UI is miles ahead of Zendesk and other players."

Who uses Thena?

Thena's platform is trusted by a diverse range of companies, from fast-moving startups to global enterprises. Our customer base demonstrates the platform's scalability and value across all stages of growth.

• Startups: Forward-thinking startups like Opal Security, Clarify AI, Prismatic, and Runway use Thena to build a robust support foundation from day one.

• Growth-Stage Companies: Scaling companies like ClickHouse and Vercel leverage Thena to streamline their support operations, ensuring customer experience doesn't falter as they grow rapidly.

• Enterprises: Large enterprises such as Amplitude and FOX trust Thena to manage the complexities of their extensive customer bases and diverse support needs.

This breadth of adoption shows that whether you're building your first support team or managing thousands of customer conversations daily, Thena provides the tools needed to turn customer engagement into a competitive advantage.

What can Thena do?

• Multi-channel communication: Thena acts as a single platform for all B2B customer needs, offering native integrations with modern communication tools, most notably its highly-sophisticated Slack integration. It allows teams to build entire support workflows directly within Slack.

• AI-powered automation: The platform is built to be "AI-ready." It features AI Copilots and AI agents that can perform half of the support work by autonomously detecting, tagging, and routing tickets from various channels. It can also follow up with customers, perform operational tasks, and even help write support articles, all based on simple prompt commands.

• End-to-end ticketing & collaboration: Beyond simply creating tickets, Thena provides a modern helpdesk suite with features like SLA tracking, CSAT measurement, and custom workflows. It connects seamlessly with engineering tools like Jira and Linear, consolidating all customer interactions and providing cross-functional teams with visibility into tickets, conversations, and projects.

• Account-centric Support: Thena organizes all customer conversations, their issues, and responses under specific accounts. This provides a single destination for all customer intelligence, allowing teams to collaborate with AI agents and review tickets in context for QBRs.

• Knowledge base and broadcasts: The platform includes a knowledge base and help center for creating and managing help articles, along with a broadcast feature to send bulk messages to customers.

Why B2B teams choose Thena?

Most B2B support teams are buried under busywork—juggling Slack threads, emails, live chat tools, and ticketing systems that were never designed for real-time customer conversations. Context disappears. Teams stay siloed. And scaling just means more agents, more copy-paste, and more chaos.

Hours are lost every week to manual ticket creation, tagging, routing, and status updates. AI should’ve fixed this already—but most platforms treat it like an add-on.

Thena changes that.

• One workspace, all your channels - Unify Slack, Email, MS Teams, web forms, and live chat. Zero swivel-chair. Everything routed, tracked, and resolved from one place.

• AI that knows your product and your customers - Auto-triage L1s, run an AI agent inside your product, and flag customer intent—before they file a ticket.

• Support that thinks in accounts, not tickets - Every conversation, issue, and signal rolls up into an account view. Your CS team finally sees the full story.

• Self-serve that scales like support should - A smarter knowledge base that adapts to customer behavior and powers both human and AI answers. Built-in, not bolted on.

“We went from scattered support in Slack and email to complete visibility with Thena. AI now resolves 43% of our inbound—our CSAT improved, even as volume scaled.”
— Head of Support, Series B SaaS company

FAQ

• What is Thena?

  • Thena is a customer support AI platform built for modern B2B teams. With AI agents, an MCP server, and a powerful copilot, it transforms how companies manage support across Slack, Teams, email, and chat—unifying channels, automating workflows, and delivering account-centric service that today’s leading enterprises actually want to use.

• Is Thena a helpdesk or a ticketing system?

  • Thena is a help desk. It offers a full suite for customer support: AI agents, knowledge base, broadcasts, account views, and rich automations. Unlike legacy tools, its ticketing engine is embedded directly inside Slack, MS Teams, email, and chat—where your customers already are.

• Does Thena’s AI work out of the box?

  • Yes, Thena’s AI works out of the box. It’s plug-and-play. No training, no setup marathons. From day one, AI agents can triage tickets, summarize threads, follow up with customers, and handle common workflows. You focus on strategy—AI handles the chaos.

• Can Thena detect and create tickets automatically?

  • Thena can detect and create tickets automatically. Using AI-powered intent detection, Thena monitors Slack, MS Teams, and other channels to identify support-worthy conversations in real time. Once spotted, it automatically converts them into structured tickets—tagged, assigned, and routed—without anyone lifting a finger. It's like having a support analyst built into every channel.

• Is Thena headless or available via API?

  • Thena is fully API-accessible and offers headless capabilities.
    You can integrate Thena’s ticketing, AI, workflows, and data into your own tools, dashboards, or platforms using robust APIs. Whether you're building custom frontends or embedding support flows inside your product, Thena’s infrastructure lets you do it without being locked into its UI.

• How is Thena different from Intercom, Zendesk, or Freshdesk?

  • Thena is built for the AI-first, B2B world. Unlike Zendesk or Intercom, it runs natively in Slack, Teams, and modern channels. It auto-creates tickets, manages accounts, simplifies knowledge management, and integrates with Jira. One platform for AI-driven support, automation, and customer ops—no portals, no friction, built for modern teams.

• Does Thena support Slack, Microsoft Teams, and email?

  • Thena captures and manages customer conversations from all three channels in one unified workspace. Whether it’s a Slack thread, a Teams chat, or an email, Thena turns every message into trackable, actionable support—without switching tools or losing context.

• Does Thena have SLAs, workflows, or automations?

  • Yes, Thena provides comprehensive workflows and automations to streamline repetitive tasks like SLA, ticket routing and escalations with advanced rule builders for each of the metrics. 

• Can I manage multiple channels in one place with Thena?

  • Yes, you can manage all your support channels in one place with Thena. Slack, Microsoft Teams, email, Discord, and web chat, all unified into a single intelligent workspace..

• Can Thena run entirely in Slack, without using a separate UI?

  • Yes, you can run Thena entirely in Slack without using a separate UI.
    You can set up support feeds mapped to Slack channels, apply triage rules, manage tickets, assign owners, and track statuses—all within Slack. This setup works perfectly for Slack-only customers who want a native, no-switch support experience.

• Who is Thena for?

  • Thena is built for support engineers, customer success managers, account managers, revops and success ops teams, product and project managers, and leadership. It gives each of them visibility, control, and automation across Slack, Teams, and email—turning scattered conversations into structured, AI-driven support operations that scale with every account.

• Can I use Thena across multiple customer accounts or workspaces?

  • Yes, Thena is built to manage multiple customer accounts and workspaces. You can organize tickets, conversations, and SLAs by account, track activity across Slack, Teams, and email, and get a unified view of each customer. Whether you're managing 10 or 1,000 accounts, Thena keeps everything organized and actionable in one place.Is Thena SOC 2 compliant?

• Where is Thena hosted, and how is customer data protected?

  • Thena is hosted in AWS (us-east-1, North Virginia). All customer data is encrypted in transit and at rest. We adhere to strict access controls, audit logging, and security best practices to ensure customer data is protected, private, and handled responsibly at every layer.

• How much does Thena cost?

  • Free: $0/user/month (up to 10 seats, 1,000 tickets/month). Includes Slack & email, account management, 2 help centers, workflow/routing basics, CSAT, insights. 

  • Standard: $79/user/month (billed annually). Adds web chat, full AI agents, AI‑powered workflows, MCP, API access. 

  • Enterprise: Custom pricing. Includes everything in Standard plus MS Teams support, custom AI agent deployment, enterprise APIs, enhanced security and compliance options.

• How long does it take to set up Thena?

  • From sign-up through Slack/email integration and basic configuration, you can begin processing tickets in less than 30 minutes.

• Do I need engineering support to implement Thena?

  • No, you don’t need engineering support to get started with Thena. Most teams can go live in under 30 minutes without writing a single line of code. Slack, Teams, and email integrations are plug-and-play. AI, workflows, and ticketing rules can be configured by ops or support leads—right from the UI.

• What kind of support does Thena provide?

  • Email – Available to all users

  • Live Chat – Available on Standard and Enterprise plans (via web widget)

  • Slack – Native support for Standard and Enterprise plans; enables full ticketing and workflows inside Slack

  Customers on the Free plan can use email support and access a help center. To unlock Slack-based support and live chat, you'll need to be on Standard or Enterprise.

Create your free Thena account today.