# Thena Reviews
**Vendor:** Thena  
**Category:** [Help Desk Software](https://www.g2.com/categories/help-desk)  
**Average Rating:** 4.9/5.0  
**Total Reviews:** 65
## About Thena
Thena is a new-age customer support platform purpose-built for B2B teams. We're AI-first, and we connect to the modern communication stack like Slack and MS Teams. Join bold modern B2B teams from Vercel, Amplitude, FOX, Etsy, and LaunchDarkly.



## Thena Pros & Cons
**What users like:**

- Users appreciate Thena's **efficient case management** , allowing seamless tracking and interaction with customer support requests. (3 reviews)
- Users value the **efficiency** of Thena, enhancing customer interactions and streamlining support communication between departments. (3 reviews)
- Users praise the **intuitive ticket management** of Thena, enhancing communication and support efficiency across departments. (3 reviews)
- Users appreciate the **efficiency in managing customer interactions** with Thena, enhancing support and tracking capabilities. (2 reviews)
- Users love the **seamless Slack integration** of Thena, enhancing customer support and streamlining ticket management effectively. (2 reviews)
- Visibility (2 reviews)
- Users value Thena for its **efficient communication management** , enabling seamless customer interactions across multiple platforms. (1 reviews)
- Users appreciate the **responsive and helpful customer support** from Thena, enhancing their overall support experience seamlessly. (1 reviews)
- Data Analysis (1 reviews)
- Easy Communication (1 reviews)

**What users dislike:**

- Users find Thena has **limited platform support** , missing integration options for popular tools like Discord and WhatsApp. (1 reviews)
- Users find Thena's **limited platform support** frustrating, as it doesn't cater to all communication tools effectively. (1 reviews)
- Users find Thena lacking in **platform support** , especially for those using less common communication tools like Discord or WhatsApp. (1 reviews)
- Users note the **limited platform support** of Thena, making it challenging for those using alternative communication tools. (1 reviews)
- Users experience **poor customer support** , finding it difficult to get assistance and clarify their doubts effectively. (1 reviews)
- Poor Navigation (1 reviews)

## Thena Reviews
  ### 1. Thena helped us Tame Wild-Wild-West Slack Support

**Rating:** 5.0/5.0 stars

**Reviewed by:** Daniel S. | Technical Team Lead, Small-Business (50 or fewer emp.)

**Reviewed Date:** November 26, 2024

**What do you like best about Thena?**

Thena helped to streamline and document our customer support over slack, which has helped us in several ways:
- Thena can provide exact reporting on how much value-add we provide to our customers;
- With Thena we can track long-running tickets by grouping requests together;
- Thena has 'kanban-ified' our support, which has brought a sense of agile into our team cadence.

The team releases new features fast to boot!

**What do you dislike about Thena?**

The integrations are understandably involved. For email integration, we needed to get our Cyber guy to open up some domain settings. But this is simply the cost of doing business with any email-related work.

**What problems is Thena solving and how is that benefiting you?**

The issue of long-running tickets is the most immediate need that Thena has solved. By imposing the Open/Waiting on Customer/Waiting on Us/Completed (or some configurable permutation) onto our support, we have easy visibility into what fire needs to be put out first.

We are hoping to use Thena's new notification feature to help our team members support our customers in a timely manner.

  ### 2. Smooth

**Rating:** 5.0/5.0 stars

**Reviewed by:** Matthew B. | Support Engineer, Small-Business (50 or fewer emp.)

**Reviewed Date:** August 19, 2024

**What do you like best about Thena?**

Thena has always been useful for making it possible to juggle customer requests, and their snappy new web interface is transforming how our support team works. In one view, we can see and respond to both the customer conversation and internal slack threads seamlessly, automatically organize requests by important customer details synced from other systems like Salesforce, and get automatic updates when feature requests or bug fixes are shipped to production. Two quotes I'd like to share to sum up our experience: 

- From our support team: "New Thena web interface is _smooth_"
- From our customers: "...really love your system of following up with all requests"

**What do you dislike about Thena?**

It's difficult to pick any substantial dislikes since the Thena team really listens to our feedback and ships improvements almost as fast as we can share it =) 

One area I'm excited for Thena to solve next is some automated system for internal reminders/deadlines to make longstanding followups with customers a breeze.

**What problems is Thena solving and how is that benefiting you?**

Conversational Support

As an early stage startup, we love the chance to gather key insights from our customers, and Thena allows us to spend more time engaging and listening to customers.

  ### 3. Thena helps us better meet our customers where they are

**Rating:** 4.5/5.0 stars

**Reviewed by:** Jessica C. | Director, Global Technical Support, Mid-Market (51-1000 emp.)

**Reviewed Date:** August 15, 2024

**What do you like best about Thena?**

What I appreciate most about Thena is its ability to integrate Slack support into our existing ticketing system without disrupting our established technical support workflows. This integration has allowed us to unlock an additional support channel we could offer to our customers and provide an enhanced customer support experience. The bi-directional integration between Slack and our ticketing system enables our customers to receive timely assistance without leaving Slack, while our technical support team can provide this support while working within existing processes. 

Additionally, working with the Thena team has been great and I have really enjoyed partnering with them. They are not only responsive and helpful but also committed to understanding our needs and how they can continue to build a better product.

**What do you dislike about Thena?**

I do not dislike anything in particular. However this space is quite new so there is a lot of opportunity to build out additional features and robustness to Thena that would make it even more useful for us. The Thena team has been very receptive to feedback and always keeps me updated on progress, which I appreciate.

**What problems is Thena solving and how is that benefiting you?**

Thena addresses the challenge of managing Slack customer support at scale, especially as our customer base grows. While customers prefer Slack for its convenience and familiarity, it is not scalable for our technical support team to join  every single shared customer Slack channel and to manage requests across all these channels. Thena bridges this gap by allowing us to meet customers where they are while ensuring our technical support team is able to still work efficiently within existing support workflows. This therefore benefits us because Thena allows us to offer an additional support channel without compromising productivity, ultimately enhancing customer satisfaction and upleveling how we provide customer support at scale.

  ### 4. Makes me feel like I've cloned myself

**Rating:** 5.0/5.0 stars

**Reviewed by:** Jessica Lauren C. | Head of CS and Community, Small-Business (50 or fewer emp.)

**Reviewed Date:** August 13, 2024

**What do you like best about Thena?**

Using Thena allows me and my team to talk to our customers from one place, no matter how the customer is contacting us. That means we can answer emails in slack, respond to inquiries from our web portal in Slack, and of course, address issues sent via Slack, in Slack. Thena's triage system means we never miss a notification, and can keep track of who is answering what and when. And beyond the daily use, we can now go back to the Thena analytics, and combine that data with other customer communications, to truly understand the health of all accounts.

**What do you dislike about Thena?**

The CRM integration tools could be a little easier to use.

**What problems is Thena solving and how is that benefiting you?**

As a new post-sales leader at UpdateAI, I'm responsible for the entire customer experience. And while my title is Head of Customer Success, at our stage, Customer Success means success + experience + support + user research. I became THE person who talks to customers, and I wanted to do that through Slack as much as possible. I'm a big believer in Slack as the 'single pane of glass' and I wanted to make use of that. I evaluated other Slack-forward tools, and Thena was by far, the best of the bunch.

  ### 5. Great Company

**Rating:** 4.5/5.0 stars

**Reviewed by:** Sasha G. | Store Cashier, Small-Business (50 or fewer emp.)

**Reviewed Date:** March 24, 2025

**What do you like best about Thena?**

I like that Thena enables businesses to manage customer interactions more efficiently, ensuring that no request goes unnoticed.

**What do you dislike about Thena?**

Limited Platform Support – While Thena integrates well with Slack, Microsoft Teams, and email, companies that rely on other platforms (e.g., Discord, WhatsApp, or in-app chat systems) might find it lacking.

**What problems is Thena solving and how is that benefiting you?**

Customer Retention

  ### 6. Easy Ticketing

**Rating:** 4.5/5.0 stars

**Reviewed by:** Esteban S. | I.T Support, Small-Business (50 or fewer emp.)

**Reviewed Date:** March 17, 2025

**What do you like best about Thena?**

The ticketing with Thena is highly intuitive, making it very fast and easy to communicate between different departments.

**What do you dislike about Thena?**

I didn't feel backed up by an easy to access human support service to clarify any doubts.

**What problems is Thena solving and how is that benefiting you?**

Communication between agents and clients

  ### 7. Thena is a total game changer!

**Rating:** 5.0/5.0 stars

**Reviewed by:** Juan Felipe C. | IT Manger, Mid-Market (51-1000 emp.)

**Reviewed Date:** November 26, 2024

**What do you like best about Thena?**

it's complete integration with slack allowing b2b companies to get their clients inside slack and see a dedicated ticketing system is mindblowing

**What do you dislike about Thena?**

Actually it has been pretty robust and providing new features

**What problems is Thena solving and how is that benefiting you?**

We had a poor support process with a messy slack config, now with thena we have all our clients in a single place

  ### 8. Incredible tool for anyone using Slack for customer support

**Rating:** 5.0/5.0 stars

**Reviewed by:** Brandon F. | CEO, Co-Founder, Small-Business (50 or fewer emp.)

**Reviewed Date:** February 16, 2024

**What do you like best about Thena?**

Thena makes it easy for us to manage customer support across hundreds of shared Slack Connect channels. Thena keeps track of customer support requests over Slack and allows utilize Slack like a helpdesk with intuitive tools for triaging, assigning, and collaborating on customer support requests. It even helps us flag requests that are higher priority, making it easier for our team to respond to the most urgent customer requests.

**What do you dislike about Thena?**

Nothing, Thena solve the exact problem we need, is easy to setup and use, and at a good price.

**What problems is Thena solving and how is that benefiting you?**

For years, we've used Slack Connect for nearly all of our customer support. Managing hundreds of shared Slack channels quickly became a nightmare, and without a reliable solution we almost completely abandoned Slack as a support channel.

Then we started using Thena. Thena quickly turned the chaos of Slack support into a highly organized system that we can track customer support requests and deliver lightning fast responses. We've since been able to scale Slack support to dozens more customers with the confidence that nothing will fall through the cracks, making our customers happier and life easier and less stressful for our support team.

  ### 9. Thena allows us to manage customers in Slack at scale

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.)

**Reviewed Date:** May 09, 2024

**What do you like best about Thena?**

We use Thena to organize all of our customer interactions and mass communications in Slack.

Managing customers in Slack would be impossible without a tool like Thena. It allows us to keep our customer interactions conversational while driving ticket resolution on a customer issue or question in an efficient way behind the scenes.

Using Thena's marketing automation, we are able to communicate via slack with all or a portion of our customer base. This has allowed us to segment and target customers for new features and add-ons.

Thena's Kanban and ticket management tools are easy to understand, configure, and customize. It fits our process perfectly.

Customer Service at Thena is impeccable. They are responsive and thorough, going the extra mile to talk through a resolution.

Because of our great experience thus far, we have expanded our use of Thena to pre-sales prospects and internal help desk use too.

**What do you dislike about Thena?**

No. Love the Thena team, the product, and how it allows us serve our customers.

**What problems is Thena solving and how is that benefiting you?**

Conversational customer communcation

  ### 10. A method to the Slack madness

**Rating:** 5.0/5.0 stars

**Reviewed by:** Celine D. | Senior Customer Success Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** February 21, 2024

**What do you like best about Thena?**

We have a lot of shared Slack channels with our customers, and Thena allows us to actually stay on top of all the messages, ensuring that we don't forget to reply to anything, and we're always replying in a timely manner. I love the reminders they automaticallly send if I haven't responded or closed a message within a certain amount of time. It also makes it incredibly easy to create support tickets from Slack - it's one of my favorite features - it saves a ton of time and provides customers with am amazing experience. We love Thena!

**What do you dislike about Thena?**

Honestly not much, it's still a new product so there are feature requests here and there, but the entire Thena team is super open to feedback and we feel like we have a great partnership with them.

**What problems is Thena solving and how is that benefiting you?**

We lose conversations with customers in Slack, which negatively impacts our relationships with customers - Thena helps us manage those, which ultimately leads to a better customer experience, better retention, faster support.

  ### 11. Game-changing for managing customers in Slack

**Rating:** 5.0/5.0 stars

**Reviewed by:** Yair S. | Chief of Staff, Small-Business (50 or fewer emp.)

**Reviewed Date:** February 16, 2024

**What do you like best about Thena?**

Thena immediately turned Slack for us from a liability into an asset. Before Thena, we were struggling in managing our customers in Slack, and we were actually going to move away from it entirely. It just did not scale as we grew. Thena makes it easy to support customers in Slack without the headache. We are BIG fans. 

Onboarding was super easy, as was implementation. Their customer support / success team is great. We use their product hundreds of times a day, and it never fails us.

**What do you dislike about Thena?**

Honestly not much. We submit feature requests here and there - and their team is always on top of it. We love Thena.

**What problems is Thena solving and how is that benefiting you?**

Scaling Slack channels to customers was functionally impossible before Thena. We couldn't manage or keep up with threads. "Saved" only gets you so far - and we were missing customer requests and threads. It got so tough that we were going to ditch Slack customer / connect channel entirely. Then we learned about Thena and quickly realized that their product could help us scale Slack for our customers. We believe Slack provides the best customer experience in terms of meeting our customers where they work - Thena makes it possible.

Thena is great at identifying when requests come in, summarizing them, grouping them, and then integrating with other tools like Zendesk or Jira to ensure we have a single location to manage requests. The reporting / analytics is top-notch; it is out-of-the-box useful and powerful.

  ### 12. Augment my daily triage processes allowing me to not miss a beat

**Rating:** 5.0/5.0 stars

**Reviewed by:** Nick W. | Small-Business (50 or fewer emp.)

**Reviewed Date:** March 07, 2024

**What do you like best about Thena?**

When dealing with Slack external channels alongside your internal channels, it is really easy to have conversations and follow-ups fall through the cracks. I have been able to feel more assured that I can attend to conversations when the ball is in my court by using Thena. It's been enjoyable to augment my daily triage process with this tool.

**What do you dislike about Thena?**

It took a little bit of a mental-shift for switching my flow onto Thena, but this is unlike to the onboarding experience of any other productivity tool. The value I've gotten has defintely outweighed the small learning curve.

**What problems is Thena solving and how is that benefiting you?**

I can feel confident that I'm quickly triaging issues and reassuing customers via our slack channels.

  ### 13. Must-have Tool For Managing Customer Comms in Slack

**Rating:** 5.0/5.0 stars

**Reviewed by:** Chris S. | Small-Business (50 or fewer emp.)

**Reviewed Date:** November 21, 2023

**What do you like best about Thena?**

Handling the volume of requests as we onboard new customers and support existing customers on Slack was a challenge that is now manageable largely because of Thena. Thena has made it easy to keep track of all types of customer requests and allows us to maintain a great CX as we scale.

I love the having the ability to assign requests and collaborate internally without needing to tag in team members on a customer-facing thread. We're leveraging the tag management features to identify trends to better serve our customers and the channel / global settings provide the flexibility that we need to scale.

The entire Thena team has been fantasic to work with and there's no doubt that they're focused on their mission to end Slack chaos!

**What do you dislike about Thena?**

As with any new product, there are some features that would be nice to have, but the Thena team has been really receptive to feedback and they are regularly releasing impactful features.

**What problems is Thena solving and how is that benefiting you?**

Thena enables our Customer Success team to support our customers over Slack while making sure every request is responded to and resolved in a timely manner.

  ### 14. Thena has helped us bring Order to the Chaos

**Rating:** 4.5/5.0 stars

**Reviewed by:** Mithra V. | Small-Business (50 or fewer emp.)

**Reviewed Date:** November 21, 2023

**What do you like best about Thena?**

Thena has been incredibly valuable in the management of my customer Slack channels. As a small company, we handle over 30+ customer Slack channels independently. Thena helps me triage our customers' voices and help our teams have ownership. It was easy to implement and helped the rest of the team to adapt quickly. 

It also provides one of my favorite features, providing overviews of message volume over time, helping us monitor the response times, and highlighting the busiest channels. This analytics feature is instrumental as we consider scaling our support efforts and anticipate growing volume. We also use an internal helpdesk to track internal requests. Sending CSAT to our customers to understand the satisfaction rate.

**What do you dislike about Thena?**

Nothing specific that I dislike about Thena. 

Currently, we do not have placeholders to personalize marketing content, and we look forward to having more features related to external communications.

**What problems is Thena solving and how is that benefiting you?**

Bringing order to the chaos of handling multiple customer queries and promptly help us address them.

  ### 15. Mastering Customer Success and Support  with Thena on Slack

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

**Reviewed Date:** February 28, 2024

**What do you like best about Thena?**

We've naturally grown to have a lot of Slack channels with customers, and it became hard to manage. Thena has been a gamechanger for me and my team. They've made it easier for my customer-facing team to keep track of everything, not miss messages, and to get back to customers quickly. It helps me get more visibility into everything going on with our customers without needing to be in every channel or watching every thread. And the marketing feature has been awesome for sending out slack announcements about our new products. Ultimately it's enabling us to continue using Slack with customers as we grow.

**What do you dislike about Thena?**

This space is still pretty new so there are occasionally feature requests, but the team is super responsive, very helpful, and seems to really love customer ideas for shaping their roadmap.

**What problems is Thena solving and how is that benefiting you?**

Customer support

  ### 16. Streamlining customer support and comms through Slack

**Rating:** 5.0/5.0 stars

**Reviewed by:** Brian Y. | Head of Marketing, Small-Business (50 or fewer emp.)

**Reviewed Date:** February 16, 2024

**What do you like best about Thena?**

We were about to stop offering customers dedicated Slack channels because it became too much to manage, even though we knew it led to a much better customer experience. Thena has enabled us to actually embrace Slack once again, and now we're able to scale sustainably with dedicated channels for customers!

**What do you dislike about Thena?**

Not much, it's been super helpful in getting our response times down.

**What problems is Thena solving and how is that benefiting you?**

For me personally, it's enabled us to drive awareness of new features at scale to customers. Previously, we had to manually message each customer whenever we launched a new feature, but now we can do that at scale with Thena.

  ### 17. Optimized customer support in our slack

**Rating:** 5.0/5.0 stars

**Reviewed by:** Forrest H. | Small-Business (50 or fewer emp.)

**Reviewed Date:** February 16, 2024

**What do you like best about Thena?**

Thena allows our team to operate within Slack and optimize our customer support processes. It is streamlined and easy to understand. I don't have to worry about where things are, and it keeps our support function efficient because they can stay in just one platform.

**What do you dislike about Thena?**

Not much to say here, their team listens to us and keeps us happy.

**What problems is Thena solving and how is that benefiting you?**

We missed many customer messages before thena in our slack, which created a sub par experience for our customers as they were not being heard. Customer support is a goal from our company, and thena enabled us to optimize it within slack.

  ### 18. Helping lean CX orgs scale

**Rating:** 5.0/5.0 stars

**Reviewed by:** Isaac W. | Small-Business (50 or fewer emp.)

**Reviewed Date:** February 21, 2024

**What do you like best about Thena?**

A few key benefits our team has seen from using Thena:

1. Streamlined Slack support. Customer tickets are finally centralized in a single place, escalated to the correct team member, and able to be closed out in a timely manner. 
2. Increased visibility into ticket volume, request types, and more. We previously had no tracking around our Slack support, outside of our normal help desk. 
3. Great functionality for sending out mass communications to customers via Slack.

**What do you dislike about Thena?**

The message builder for sending out communications could be a bit more user friendly. Right now it requires comfortability working with JSON. I believe this is more of a limitation on Slack than Thena though. 

No other complaints at this point.

**What problems is Thena solving and how is that benefiting you?**

Fragmentation of customer communication across disparate channels.

  ### 19. Just what we needed!

**Rating:** 5.0/5.0 stars

**Reviewed by:** Jed G. | Small-Business (50 or fewer emp.)

**Reviewed Date:** October 13, 2023

**What do you like best about Thena?**

I'm in product at a small startup and was trying to build a "voice of the customer" summary sprintly for my team. I needed a solution for analyzing the communication in our many slack connect customer support channels and our community slack. What I found in Thena was a tool that helped me do that, but also helped our engineering team keep track of all the requests coming in from our customers and open source users. 

I was concerned that whatever new tool we implemented would create friction or a ton of process change for our engineers, but Thena require either 0 or very very minimal change to the way engineers work with our customers in slack. This is probably the best part in my opinion, because it allows Thena to go in so easily and transparently. I actually turned it on and then I told them after a week "we're implementing this new tool and you've already been using it for a week".

When the engineers saw the channel thena sets up to aggregate requests and allow us to chat about them, and realized they could just watch that channel they got really excited. 

On top of that, its AI analyzes and tags the threads so I can make the voice of the customer for my team!

**What do you dislike about Thena?**

I wish it aggregated both of our slack instances into the same alerts channel that exists in our company slack.

**What problems is Thena solving and how is that benefiting you?**

- trends on customer and user communication
- keeping track of customer requests from slack connect channels
- making it easy to communicate with my team about the customer communication in private

  ### 20. Thena helped us scale our support team from 1 to many

**Rating:** 5.0/5.0 stars

**Reviewed by:** Taylor R. | Developer Advocate, Mid-Market (51-1000 emp.)

**Reviewed Date:** October 11, 2023

**What do you like best about Thena?**

We're an iPaaS vendor with customers who are software companies. Our customers overwhelmingly prefer Slack for support.

When we were a support team of one, managing customer support requests with the built-in "Remind me in X minutes" Slack feature was fine. When we scaled our support team, that obviously wasn't a tenable option. We needed a way to intercept and account for all customer requests that came in, with the option to link requests to engineering tickets, delegate requests to specific people in our org, etc. 

Thena definitely made that easy. We have one centralized place to see all open customer requests, and have a great metrics dashboard so we can identify trends in requests. Since implementation a few months ago, we've managed a few thousand customer requests. 

One thing I've really liked is the product announcement feature - you can create a Slack block with images, etc., and schedule the message to be sent to a subset (or all) of your customers. It's a great way to announce new features to customers, and track engagement after making the announcement.

**What do you dislike about Thena?**

We needed a couple of integrations that Thena didn't have at first (Salesforce, Shortcut), but Thena delivered those in a timely way. 

We had a couple of instances where Thena missed a customer's message, but Thena support quickly identified and resolved the issue, and we haven't seen that problem pop up again.

**What problems is Thena solving and how is that benefiting you?**

We receive a few hundred customer requests each week, and needed a way to manage who is working which request.

  ### 21. The only way to get work done in Slack

**Rating:** 5.0/5.0 stars

**Reviewed by:** Jonathan R. | Customer Success Manager, Small-Business (50 or fewer emp.)

**Reviewed Date:** March 07, 2024

**What do you like best about Thena?**

Thena allows me to engage with customers in real time, while simultaneously collaborating with teammates on critical issues all within Slack. Without Thena, I would have to remove that real time component and force customers to reach out by email.

**What do you dislike about Thena?**

They've been great! They're very responsive to any issue that comes up, and are eager to hear feedback that will help them grow.

**What problems is Thena solving and how is that benefiting you?**

Staying on top of customer communications and creating actionable tickets to work identified issues.

  ### 22. The Future of Customer Support

**Rating:** 5.0/5.0 stars

**Reviewed by:** Kathryn B. | Mid-Market (51-1000 emp.)

**Reviewed Date:** October 10, 2023

**What do you like best about Thena?**

Our team primarily uses slack to communicate with our customers and it had been a huge painpoint to effectively manage and scale this method of support until Thena. It has made my team's lives easier automating the creation of tickets beetween slack and our ticketing solution. As a leader I can use it as a means to make sure we provide excellent fast responses to our customers and ensure messages don't slip through the cracks.

One of the best parts of working with Thena is the team. They show they care, they show up with consultative guidance, and they take feedback and incorporate it into the product quickly.

**What do you dislike about Thena?**

We have both shared slack channels with customers AND a separate workspace / customer community - if they can figure out how to manage multiple workspaces it would be great (though I realize we may be a rare case here..).

**What problems is Thena solving and how is that benefiting you?**

As a leader, Thena can be the eyes to make sure customers are getting quick responses from my team - it notifies me when customers have not received a response by a certain SLA. I also get analytics on response times and activity of customer channels.

It automates the process around issues raised in slack with our customers and the escalation process through our ticketing system increasing productivity and improving tranparency with customers around that process.

  ### 23. Scaling Slack-based customer success and support

**Rating:** 5.0/5.0 stars

**Reviewed by:** Adam S. | CEO & Co-Founder, Small-Business (50 or fewer emp.)

**Reviewed Date:** November 15, 2023

**What do you like best about Thena?**

Makes it easy to consolidate customer questions and conversations happening across many customer-facing Slack channels.
Allows us to scale Slack-based customers success & support with way less manual work and much more visibility. 
Provides insights that help us understand customer health and engagement.
Streamlines our proactive communication (like product updates), allowing us to segment and send messaging at scale without a bunch of copy/paste.

**What do you dislike about Thena?**

I don't have any complaints, but look forward to seeing their integration with HubSpot mature and adding more automation into the way we segment our customers.

**What problems is Thena solving and how is that benefiting you?**

* The pain of managing many customer Slack channels as we scale. 
* Lack of visibility into customer Slack channels and overall health/engagement.
* Being able to send proactive customer education and product announcements in the channel our customers use.

  ### 24. Essential for anyone using Slack for customer support

**Rating:** 5.0/5.0 stars

**Reviewed by:** Lauren H. | Small-Business (50 or fewer emp.)

**Reviewed Date:** November 15, 2023

**What do you like best about Thena?**

Thena has been amazingly helpful in managing my customer Slack channels. We're a small company, and I personally manage over 40 customer Slack channels on my own. Thena helps me keep up with all the messages I get across the channels and helps me make sure I don't miss anything. It's also been very useful in sending out product updates, marketing messages, etc. You're able to send these types of messages to all your channels, or select groups of channels (like all Salesforce customers) and you can make the messages highly stylized and professional. I also love the analytics page where you can see overviews of how many messages you receive over a period of time, what are your busiest channels, etc. This feature has helped me as I think about scaling our support efforts and how much volume we can expect as we continue to grow. Without Thena I think we'd have to start cutting off access to customer Slack channels for some customers, and now I think we'll be able to scale without sacrificing this amazing support option.

**What do you dislike about Thena?**

I'm excited to see new features that Thena releases, but as of right now I don't have a ton of negatives!

**What problems is Thena solving and how is that benefiting you?**

Thena helps me manage my customer support requests through Slack

  ### 25. Stellar product for delivering exceptional customer experience for our customers

**Rating:** 5.0/5.0 stars

**Reviewed by:** Raghu R. | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 15, 2023

**What do you like best about Thena?**

We are delighted to partner with Thena to offer personalised customer experiences to our customers thanks to their continued pursuit of product innovation. 

Using Thena, our customer support team can streamline customer communications in one place, enabling us to deliver fast response times and track customer sentiment.

Other features, such as tags, request triage, and integrations, make the customer support team's job easier

**What do you dislike about Thena?**

Being an initial user with Thena and the progress Thena made from their MVP to what is now is really exceptional in enchaning the capabailites and bringing new featuers. Having said that bringing more capabilities to their web app will make it easier.

**What problems is Thena solving and how is that benefiting you?**

Omni channel customer communication

  ### 26. Great software that fits perfectly with our unique use case

**Rating:** 5.0/5.0 stars

**Reviewed by:** David K. | Small-Business (50 or fewer emp.)

**Reviewed Date:** February 20, 2024

**What do you like best about Thena?**

Thena has been incredible, the service works perfectly, implemented seamlessly. and the customer service from the Thena team is refreshingly fast and responsive!

**What do you dislike about Thena?**

Occasionally the AI doesn't pick up slack threads as asking questions when they are but that is few and far between.

**What problems is Thena solving and how is that benefiting you?**

Our team handles a wide range of technical support issues for both external end users via zendesk and internal users via slack. Thena has bridged the gap alllowing our team to work in one work place and help all parties involved in a timely manner, our productivity is up, as well as our resolve time!

  ### 27. True partners with a clear goal towards a better and innovate future.

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.)

**Reviewed Date:** October 24, 2023

**What do you like best about Thena?**

Thena's product and team are by far their greatest points. I have enjoyed working with them during the PoC stage, while building towards a production ready plan. What really sets them apart is their mindset on creating a valuable relationship rather than just selling a product. As someone who works with many vendors, this approach has been refreshing and has really bossted my own thinking on how I am working towards innovation/automation and useful AI implementation. I have hope that working together will allow us to create something of real value, especially for a mission-critical team.

**What do you dislike about Thena?**

Thena is still young, therefore there is always a risk of something not being available or simply not working due to the complexity around its creation. Having said that, Thena has proved again and again that their vision and determination to deliver upon a great idea is second to none. I have no doubt in their capability and look forward to see how this product continues to mature within its own space through their partnership mindset and incredible team.

**What problems is Thena solving and how is that benefiting you?**

It is allowing us to modernize our business by introducing a new channel for delivering world-class Support service.

  ### 28. Thena: Transforming Daily Tasks with Simplicity

**Rating:** 4.0/5.0 stars

**Reviewed by:** Sandeep P. | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 20, 2023

**What do you like best about Thena?**

Thena has proven to be a game-changer in simplifying and enhancing my daily routine.
This intuitive application seamlessly combines user-friendly design and effortlessly streamlines these processes. 
The sleek interface ensures a smooth navigation experience, making it accessible for users of all levels of tech savvy. 
Overall, Thena has become an indispensable tool in my daily life, revolutionizing the way I manage my time and responsibilities.

**What do you dislike about Thena?**

I have experienced occasional glitches in the user interface, such as delayed responsiveness.

**What problems is Thena solving and how is that benefiting you?**

The sleek interface ensures a smooth navigation experience, making it accessible for users of all levels of tech savvy.

  ### 29. Managing Slack chaos - finally!

**Rating:** 5.0/5.0 stars

**Reviewed by:** Stephanie T. | Mid-Market (51-1000 emp.)

**Reviewed Date:** October 18, 2023

**What do you like best about Thena?**

I offer all of my customers a dedicated Slack channel, as I manage our most strategic customers and we need more real-time communication outside of emailing. That being said, I have a LOT of inbound questions that come in throughout the day from my book of business and it can be super overwhelming at the end of the day to prioritize/manage those follow ups, especially if I have a day of back to back meetings. 

Thena will organize and collect all of my customer comms, add urgency & AI summaries which massively helps me chip away at those requests before I sign off for the day. I can either manage those via my Thena triage slack channel or via their web/kanban view. 

I can also assign tickets to different member of our team (if I need to tag in a technical resource) and I can immediately trigger an intercom ticket to be opened which will route to our support team. They see the ticket come into their regular chat queue, but all responses post back to the Slack thread which is awesome for visibility. And my customers are loving it too!

The support from our CSM Sidd (and Jared!) has been incredible. He is VERY responsive and has a customer first mindset which I love to see, being a CSM myself :) he is also extremely technical, so goes above and beyond typical CSM support. 

The tool itself also only takes about 10 minutes to configure in Slack.

**What do you dislike about Thena?**

Thena has a lot of exciting updates on their roadmap coming soon, but one thing I am hoping gets prioritized is being able to edit Slack messages/responses/all channel campaign blasts that are posted via the web view. Right now, you can only edit/delete responses if you respond in slack directly. You cant make any edits if you chat via the web view. 

But I think they are actively working on this! Only a minor set back and wouldnt deter me from using/enjoying the tool.

**What problems is Thena solving and how is that benefiting you?**

Thena aggregates all of my customer requests via Slack and allows me to quickly prioritize those comms and will send me notifications if I dont respond in a certain amount of time (this can be configured per user based on your specific SLAs). It's also super helpful to take advantage of their marketing automation feature which allows me to send out a blast to every channel to announce product enhancements/feature releases, etc which saves a lot of time and I can see analytics on those blasts too! We now have all of our CSMs using Thena and we are all super happy with the tool. This will also be helpful if any of the CSMs are OOO and we need to support each others customers, as we can see all of those requests for the whole team in the web view.

  ### 30. Bringing method into the Slack chaos!

**Rating:** 5.0/5.0 stars

**Reviewed by:** Apoorva S. | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 16, 2023

**What do you like best about Thena?**

- I love the ease with which we can convert slack requests into tickets and track SLAs
- it's given me a prioritization framework by assessing sentiment and risk of the messages we've received 
- their support is BRILLIANT! One of the best teams I've worked with in the Customer Success space

**What do you dislike about Thena?**

Nothing, really. Their team is quick to take feedback and reasonable feature requests.

**What problems is Thena solving and how is that benefiting you?**

Thena is helping me manage Slack support for customers and prospects, and give them the experience we need to drive good NRR. Additionally, I also use Thena to share product updates.

  ### 31. So glad we found Thena - game changer!

**Rating:** 5.0/5.0 stars

**Reviewed by:** Joe S. | Head of Sales, Small-Business (50 or fewer emp.)

**Reviewed Date:** July 20, 2023

**What do you like best about Thena?**

Thena has made it so much easier to support our prospects and customers in Slack. We're a Slack first company and have most of our sales prospects and customers in slack so it's critical that we can offer the best experience as someone would expect in Slack. With Thena, we've made it much easier for our teams to triage messages and ensure we don't let anything slip through the cracks. Love that it is also subtle and doesn't feel like we're automating the messages in any way. Our teams can also spend less time jumping through 100s of channels a day to find messages.

**What do you dislike about Thena?**

Nothing to dislike but would love to see more connections with our CRM for automatic tagging and more customer info. Sounds like that's coming soon so I'm excited to get into that.

**What problems is Thena solving and how is that benefiting you?**

It's allowing us to support our customers and ensure they're set up for success when implementing our product. It's also shedding light on our support process so we can continue to iterate on it to improve response and resolution times. It's also saving a ton of time for our internal teams!

  ### 32. A great solution for Slack based Helpdesk Support

**Rating:** 4.5/5.0 stars

**Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.)

**Reviewed Date:** October 26, 2023

**What do you like best about Thena?**

Thena has allowed us to capture a massive amount of previously untracked Helpdesk activity happening in Slack. The testing, contracting, and implementation process was seamless can we recevied a great deal of support pre and post purchase which has made integration and maintenance a breeze. We currently have several dozen tickets a day being created via Thena. Both our agents and users have been very impressed with the solution as it's easy to use and very non-invasive. 

The team Thena continues to incorporate our feedback into the product's development and I'm very optimistic about the platforms future.

**What do you dislike about Thena?**

No obvious downsides. I was anticipating some pushback or questions from end users but that never came.

**What problems is Thena solving and how is that benefiting you?**

Thena primarily serves us as a Slack to Zendesk connector, allowing us to capture Help Desk request in our ticketing system of record.

  ### 33. Thena is revolutionizing how teams can delight their customers

**Rating:** 5.0/5.0 stars

**Reviewed by:** Myles B. | Small-Business (50 or fewer emp.)

**Reviewed Date:** October 16, 2023

**What do you like best about Thena?**

The UI is great and it makes standing up a support queue quick and easy. With Slack and now email to Slack, it has allowed us to create a support experience that meets our customers where they are.

**What do you dislike about Thena?**

Nothing to note. They are early stage so still lots to build but have had an amazing experience thus far.

**What problems is Thena solving and how is that benefiting you?**

Thena is powering our entire support process. We use Slack for our customers that have channels and leverage their email to Slack integration for those that do not. We have reduced our initial response times by more than 50%.

  ### 34. Without Thena slack would be unmanageable

**Rating:** 5.0/5.0 stars

**Reviewed by:** Ryan H. | Mid-Market (51-1000 emp.)

**Reviewed Date:** July 24, 2023

**What do you like best about Thena?**

We have a slack channel with nearly every customer and prospect.  Managing the volume of inbound requests and tracking the status of each of them would be absolutely overwhelming without Thena.

Thena's Marketing Automation also allows us to update all of our customers every week with minimal overhead.  It's so valuable!

**What do you dislike about Thena?**

It's the early days for Thena so there are definitely some features that are lacking and it could use some more integrations, but for what it is capable of doing I can overlook these shortcomings.  I can't wait to see what they build next!

**What problems is Thena solving and how is that benefiting you?**

Thena allows us to provide realtime support to our customers over slack.  This is beneficial as we get to work with customers where they live (slack) which enables us to have extremely close relationships with all of our customers.

  ### 35. Critical tool for our customer experience in Slack

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

**Reviewed Date:** October 16, 2023

**What do you like best about Thena?**

Thena makes it easy to track all inbound requests coming from our customers in Slack. It seamlessly integrates our Slack communication into Zendesk for visibility and tracking with our technical support team. Additionally, the Thena team is super responsive to our questions and always jumps into help us quickly.

**What do you dislike about Thena?**

Nothing notable here - If I had to mention something, Thena has some work to do on additional integrations and their roadmap, which we're excited to adopt those features when they're released.

**What problems is Thena solving and how is that benefiting you?**

Thena ensures that we keep track of all of our customer communication in our Slack channels, which in turn allows to to track and hit our SLAs on time to response and resolution. Now with Thena, we can guarantee we always close the loop with our customers.

  ### 36. Life-saving productivity tool that breaks Slack chaos and promotes actionability

**Rating:** 5.0/5.0 stars

**Reviewed by:** Moritz  W. | Small-Business (50 or fewer emp.)

**Reviewed Date:** June 01, 2023

**What do you like best about Thena?**

- Creates incredible visibility across all connected Slack channels!
- Provides great overall visibility on key engagement metrics (messages per week/month, # of users engaged)
- I LOVE their SLA escalation functionality for in-time responses on ANY Slack messages! By allowing to forward such SLA breaching messages to a dedicated private (management) channel we immediately create transparency for our executives in Customer Success and Support

**What do you dislike about Thena?**

- Enhance automation features (e.g. sending pre-defined massages once SLAs hit and/or allow keyword search/highlighting e.g. if customer uses the words "escalate")
- Deepen analytics capabilities (help report on community functions e.g. who are my top engaged Slack channel members this month)

**What problems is Thena solving and how is that benefiting you?**

- We're levering Thena both for first-line support and overall Customer Success questions that clients share
- Every CSM has individual Slack channels with customers, which creates a big chaos
- Thena allows for and creates a centralised place from which CSMs can easily navigate and manage incoming questions
- Further, the SLA feature allows our executives to track overall time of response and time of reaction across our teams
- Lastly, by quickly assigning incoming messages to respective Architects on our team, we can divide & conquer and drive subject-matter expertise and team work

  ### 37. Seamlessly Empowering Efficiency and Simplicity

**Rating:** 5.0/5.0 stars

**Reviewed by:** Aashima K. | Mid-Market (51-1000 emp.)

**Reviewed Date:** May 23, 2023

**What do you like best about Thena?**

Thena is the ultimate Slack Support Tool for Effortless Customer Connections. I had the opportunity to implement Thena on my work space, and I was thoroughly impressed. Its intuitive interface allowed for easy ticket creation and streamlined communication with customers through Slack. The exceptional support and smooth integration with existing ticketing systems make Thena a must-have tool for organizations seeking efficient customer support.

**What do you dislike about Thena?**

One potential area where Thena can improve is the absence of a feature that allows for the integration or retrieval of CSAT (Customer Satisfaction) data from surveys filled by customers via Slack on the ticketing tool (Intercom). This limitation makes it challenging for our organization to conduct comprehensive analysis and obtain an overall assessment of customer satisfaction based on the survey feedback.

**What problems is Thena solving and how is that benefiting you?**

Thena addressed our several key problems and provided numerous benefits for our customers:

1. Streamlined Customer Communication: Thena helped our organization to connect with their customers directly through Slack. This streamlined the communication process, allowing for real-time interactions and faster issue resolution.

2. Efficient Ticket Creation: With Thena, customer are now able to submit support tickets directly through Slack. This eliminated the need for customers to switch between different platforms and simplified the ticket creation process, saving time and effort for both customers and support teams.

3. Seamless Integration: Thena seamlessly integrates with existing ticketing tools. This integration ensured that all support tickets created in Slack are automatically synchronized with our orgs ticketing system, maintaining a centralized record and efficient workflow for support teams.

  ### 38. Game Changer for Managing Slack Interactions

**Rating:** 5.0/5.0 stars

**Reviewed by:** Shayan A. | Mid-Market (51-1000 emp.)

**Reviewed Date:** May 21, 2023

**What do you like best about Thena?**

Thena's ability to essentially track and act on every Slack interaction with a customer makes it such a powerful tool when trying to create champions within companies. Suppose you regularly use shared Slack channels as a medium of communication. In that case, it's so powerful to measure those interactions, see who is engaging, and then sned what needs to be a support inquiry straight into Zendesk.

**What do you dislike about Thena?**

Customizing what you can do with Slack messages has room to grow. For example, custom rules on how each shared Slack channel behaves when interacting with Thena regarding the messages that Thena posts in those channels for all to see (ticket status, CSAT, etc).

**What problems is Thena solving and how is that benefiting you?**

Thena allows Support Engineers and CSMs to monitor customers' questions in shared Slack channels. From there, it prompts us to either have the CSM jump in or create a support ticket automatically linked to Zendesk and posted to Slack. Thena allows Support Engineers to "work" in our customer's Slack channels without ever having to leave Zendesk.

  ### 39. Already getting a ton of value from Thena 1 month after turning it on

**Rating:** 5.0/5.0 stars

**Reviewed by:** Ashley W. | Co-Founder and COO, Small-Business (50 or fewer emp.)

**Reviewed Date:** May 19, 2023

**What do you like best about Thena?**

Thena is a super slick way to manage external channels and support with customers. We're a Slack heavy shop and we built our own workflows to manage internal and external channels. It was starting to be difficult to maintain so we tried out Thena and within a week, we turned off our own workflows and trained the team on Thena. Excited to see how the tool continues to progress and the value it adds to our support process!

**What do you dislike about Thena?**

Like any early stage product, there are always small features missing, but the team is incredibly responsive and quick to make fixes so this wasn't any sort of blocker for us.

**What problems is Thena solving and how is that benefiting you?**

Thena helps us easily communicate about internal support, bugs and features requests in our internal Slack channels; easily assign it to the team for investigating it, and soon, we plan to integrate this with Linear, so we can automatically create tickets via Thena.

  ### 40. Thena increases the productivity of our teams and fits seamlessly into our Slack workflow

**Rating:** 5.0/5.0 stars

**Reviewed by:** Cassie H. | Director, Customer Success & Retention, Mid-Market (51-1000 emp.)

**Reviewed Date:** May 11, 2023

**What do you like best about Thena?**

Thena has quickly become an important part of our customer engagement strategy for our top customers. As the Director of Customer Success & Retention, Thena gives me visibility into the engagement levels within our shared Slack channels and saves me hours of weekly scrolling through Slack channels to stay up-to-date on customer conversations. With Thena integrated into our Slack workflow, our team responds to customers more quickly - often within minutes instead of hours or days. It's also much easier for the team to cover for each other when someone is out of the office. Another key feature of Thena that has been instrumental for my team is the marketing automation feature. We have used this feature to craft messages with important product updates, announcements, and even invitations to join early access programs. We've seen increased engagement from our customers and we're able to track the reach of those messages. Thena has enabled my team to increase productivity and customer engagement. I estimate that Thena saves my team of 4 CSMs ~25 hours per week, while giving us peace of mind that we're keeping our customers informed and responding quickly when they need us.

**What do you dislike about Thena?**

We're only on the beginning of our journey with Thena, so I'm looking forward to seeing the future of the product as well as the Thena community of users. The Thena team is super responsive and very helpful anytime we have a question about best practices or techniques. In the future, I'd love to connect with other Thena users and share ideas so that we can all learn and grow together.

**What problems is Thena solving and how is that benefiting you?**

Thena helps us increase our content's scalability, boost our team's productivity, engage with our top customers, and provides visibility for leadership so that we can evolve our team vision and coach our employees toward success.

  ### 41. Scaled CS -- the new wave!

**Rating:** 5.0/5.0 stars

**Reviewed by:** Steph H. | Jill Of All Trades / Project Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** May 19, 2023

**What do you like best about Thena?**

Thena is empowering our CSM team to scale our meaningful communications with our book of business. We're using marketing automations to send product updates to our strategic customers at scale via our collaborative Slack channels. The outcome is time saved for CS and a way to track engagement with our messaging to open up a feedback loop with customers.

**What do you dislike about Thena?**

Thena is changing and developing quickly -- which is not a negative!  It's already providing value today, even though it is in a beta phase. I really believe it can only improve from here.

**What problems is Thena solving and how is that benefiting you?**

Thena is allowing us to communicate with customers at scale for critical updates on our product.
It is also allowing CS to keep track of incoming requests from customers in our shared Slack spaces -- a queue of "tickets" to work through that helps CSMs stay focused on adhoc customer requests.

  ### 42. Thena makes customer success/support in Slack a breeze

**Rating:** 5.0/5.0 stars

**Reviewed by:** June Z. | Head of Customer Experience, Small-Business (50 or fewer emp.)

**Reviewed Date:** May 05, 2023

**What do you like best about Thena?**

Thena helps us seamlessly manage, track and escalate customer success/support questions right in Slack. We have over 50 customer Slack channels to help onboard, train, and connect with our customers across SMB, MM, and Enterprise. Thena makes it super easy to have visibility into all the support questions coming in and deliver white glove service right where customers live. I also love the marketing automation functionality. We use it to send our monthly product updates which helps inform customers of exciting updates and allows us to engage with customers in a scalable and impactful way. In a world where everyone is working in Slack, Thena makes it easy to break through the noise and engage meaningfully with customers.

**What do you dislike about Thena?**

As a growing company, some of the tasks are manual right now, but the Thena CS team has been amazing to work with!

**What problems is Thena solving and how is that benefiting you?**

Thena is solving the problem of our evergrowing list of shared customer Slack channels. As a CS leader, I need an easy way to have visibility into what our customers are asking and ensure my team of CSMs/support reps are answering questions effectively and efficiently. I also need to communicate product updates and announcements to our customers in a scalable way. We used to send out product emails, but they got poor engagement and open rates because emails get buried so easily. Now, we're able to use Thena and send messages right in Slack to reach customers who spend their whole days in Slack.

  ### 43. Seamlessly scales our high-touch customer Slack communication

**Rating:** 5.0/5.0 stars

**Reviewed by:** Matthew B. | Mid-Market (51-1000 emp.)

**Reviewed Date:** May 05, 2023

**What do you like best about Thena?**

Thena is extremely beneficial for our CS team to ensure we keep track of communications with customers and meet our pre-defined SLAs for timely responses. Before integrating the tool, we had very little observability into our customer communications, and it was very difficult to ensure we weren't missing critical responses or follow-ups. We weren't willing to give up our high-touch Slack channels entirely, because it allowed for such close communication with our priority clients. Thena has been the perfect solution to help alleviate any issues with tracking Slack threads across our book of business.

**What do you dislike about Thena?**

Very little at this time. Would love the ability to customize the "name" when Thena reacts to a customer thread to something other than Thena, but the team was very receptive when I suggested this enhancement. I'm excited to see the new features and functionality that they come up with!

**What problems is Thena solving and how is that benefiting you?**

Thena allows us to scale our Slack support program, ensure we meet SLAs, respond to customers quicker and more efficiently, have a holistic view of everything happening in our channels, and provide valuable analytics and dashboarding.

  ### 44. The dream for managing Slack support

**Rating:** 5.0/5.0 stars

**Reviewed by:** Lucas H. | Small-Business (50 or fewer emp.)

**Reviewed Date:** July 20, 2023

**What do you like best about Thena?**

It's awesome to build trust around our Slack support management. We funnel all customer channels into a single place, where we can communicate internally, create tickets, etc. Thena's analytics also give us insight into average response time + average time to close tickets.

**What do you dislike about Thena?**

Not much. It will be cool to see what they continue to build on analytics!

**What problems is Thena solving and how is that benefiting you?**

The problem we had was: how do we keep track of the hundreds of Slack channels we have with customers?

Now we have 100% confidence that messages will be funneled into one place where we can triage.

  ### 45. Applied Engineer

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.)

**Reviewed Date:** October 10, 2023

**What do you like best about Thena?**

It turns Slack into something that is manageable for supporting our customers. Very easy to setup and and configure and the team is there with you every step of the way. I use Thena every day and it's a game changer. They are adding features all the time and connecting it to our other systems is a breeze.

**What do you dislike about Thena?**

Nothing to dislike about Thena it's a beautiful and easy to use product that solves a real problem.

**What problems is Thena solving and how is that benefiting you?**

Thena improves how we support our customers and makes it easier to provide that support.

  ### 46. Taming the chaos of customer support channels in Slack

**Rating:** 4.5/5.0 stars

**Reviewed by:** Melanie V. | Small-Business (50 or fewer emp.)

**Reviewed Date:** March 20, 2023

**What do you like best about Thena?**

Thena helps me avoid losing track of important Slack threads with customers, and helps me prioritize and follow up on threads in a MUCH better way than I could with native Slack tools alone (reminders, marking unread, etc.). I don't have to disrupt my flow inside Slack to use Thena, and it's also great to have a separate Kanban outside Slack to get a more birds-eye view of relevant conversations.

**What do you dislike about Thena?**

Some pieces of the Thena experience still feel a little "under-baked" at the moment, but that is to be expected for a new product. (For example, handling false positives on request detection, or self-service configuration of the various Thena behavior options.) The Thena team is always very responsive to feedback, and when we discuss our workflows, it's clear they are thinking deeply about how things should work - and aim to build what we actually need, not merely what we say we want.

**What problems is Thena solving and how is that benefiting you?**

We use Slack for most end-user support, with a small team fielding a wide variety of questions. Having clear ownership of each thread (and making sure none fall through the cracks) allows us to keep a high standard of customer support without being overwhelmed.

  ### 47. Thena makes managing Slack to-dos easier

**Rating:** 5.0/5.0 stars

**Reviewed by:** Lucy V. | Small-Business (50 or fewer emp.)

**Reviewed Date:** March 13, 2023

**What do you like best about Thena?**

I really enjoy working with the Thena team. Their responsiveness make the relationship feel truly collaborative, and they have been able to make many small product enhancements since we started working together. I communicate with my customers primarily via Slack, which is great in many ways but it can be easy to miss or forget about requests that are buried in threads. Thena helps me by flagging potential requests and allowing me to organize my open items in their dashboard as well as interact with the requests within Slack for cross-functional visibility. My team and I can understand the status of a request quickly, or can jump in if additional support is needed.

**What do you dislike about Thena?**

Not much! Thena is a new company, so naturally, there are enhancements that are planned but not quite ready for release. That being said, I feel that the Thena team makes time for my feedback and as I mentioned previously, has already implemented many of the requests that I have made. I look forward to seeing what comes next!

**What problems is Thena solving and how is that benefiting you?**

Thena is helping us be more organized with customer requests and giving us transparency into what other team members are working on. We're able to easily identify what asks are still open and need attention, which ensures that we are providing our customers with the support they deserve.

  ### 48. Solid Product Experience

**Rating:** 3.5/5.0 stars

**Reviewed by:** Jonah K. | Small-Business (50 or fewer emp.)

**Reviewed Date:** May 08, 2023

**What do you like best about Thena?**

I think they have a great team that is willing to take feedback and make product updates accordingly. It's been great for my team to track and analyze our customer Slack channels. Definitely recommend if you need help managing customers in Slack!

**What do you dislike about Thena?**

Currently, their Marketing Automation leaves much to be desired BUT it's very clear the team is moving quickly to ship features and smooth out the overall experience. Looking forward to their Jira integration as well.

**What problems is Thena solving and how is that benefiting you?**

Engaging our customers in Slack and triaging issues as they arise. It's equally important that we have data to hold the team accountable and Thena provides us with that.

  ### 49. Finally a way to have visibility on Slack

**Rating:** 5.0/5.0 stars

**Reviewed by:** Sidd G. | Small-Business (50 or fewer emp.)

**Reviewed Date:** March 30, 2023

**What do you like best about Thena?**

Thena makes customer conversations thst occur over slack super easy to manage. 

You can work from the Slack UI or from a simple Web UI, and know the status of customer conversations or issues in a matter of mins

**What do you dislike about Thena?**

Nothing yet, Thena is still an early stage company and they are continuing to develop the features that we need to better serve our customers. 

Excited to see what more they come up with

**What problems is Thena solving and how is that benefiting you?**

Thena let's us monitor customer conversations, raise requests in our ticketing solution, work through internal triage channels all within a week of setup. 

Thena then can provide you the insights needed at the channel level to determine the health of that customer.

  ### 50. Thena is responsible for daily management of Support

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Research | Small-Business (50 or fewer emp.)

**Reviewed Date:** October 09, 2023

**What do you like best about Thena?**

- More efficient management of Slack 
- Better relationships with both internal teams and external customers
- Ability to keep track of all items, in a single place

**What do you dislike about Thena?**

- Slack applications are limited in how they perform, and can sometimes put restrictions on how the app interface is used

**What problems is Thena solving and how is that benefiting you?**

- Interacting with users across Slack shared channels



- [View Thena pricing details and edition comparison](https://www.g2.com/products/thena/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-13+21%3A55%3A16+-0500&secure%5Bsession_id%5D=7678613a-213a-4cd4-9de7-7974de544f0d&secure%5Btoken%5D=1602e2a35d98c0b9aa2e16780bf44d917446341b9acb9d01ccffed85ab04c63d&format=llm_user)

## Thena Features
**Ticket and Case Management**
- Ticket creation user experience
- Ticket response user experience
- Workflow
- Response Automation
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
- Customer and Contacts Database

**Channels**
- Multi-Channel Coverage
- Open Listening

**Conversational Platform**
- Personalization
- Omnichannel
- Contextual Engagement
- Proactive Engagement

**Messaging Channels**
- SMS Messaging
- Email
- Voice Messaging
- Two way messaging

**Experience**
- Telemetry Collection
- Feedback

**Design**
- Communications Strategy Development
- Create Content
- Personalization
- Inbound Identification
- Regulatory Compliance

**Support Automation**
- Intelligent Routing
- Seamless Escalation
- Transcripts
- Self-Serve Support

**Administration**
- Scheduling
- Triggered Notifications
- Segmentation
- Integrations

**Management**
- Digital Experience Score
- Alerts
- Budget Analysis
- Remediation
- Optimization

**Generative AI**
- AI Text Generation
- AI Text Summarization

**Performance**
- Performance Monitoring
- Issue Tracking
- Resource Monitoring

**Generative AI**
- AI Text Generation
- AI Text Summarization

**Generative AI**
- AI Text Generation
- AI Text Summarization

**Agentic AI - Help Desk**
- Autonomous Task Execution
- Natural Language Interaction
- Proactive Assistance

**Communication Channels**
- Customer Portal
- Email to Case
- Chat/Live Support

**Platform**
- Mobile User Support
- Customization 
- User, Role, and Access Management
- Integration
- Reporting
- Dashboards

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