Thena Reviews & Product Details

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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" Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The CRM integration tools could be a little easier to use. Review collected by and hosted on G2.com.

I like that Thena enables businesses to manage customer interactions more efficiently, ensuring that no request goes unnoticed. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The ticketing with Thena is highly intuitive, making it very fast and easy to communicate between different departments. Review collected by and hosted on G2.com.

I didn't feel backed up by an easy to access human support service to clarify any doubts. Review collected by and hosted on G2.com.

it's complete integration with slack allowing b2b companies to get their clients inside slack and see a dedicated ticketing system is mindblowing Review collected by and hosted on G2.com.

Actually it has been pretty robust and providing new features Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Nothing, Thena solve the exact problem we need, is easy to setup and use, and at a good price. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

No. Love the Thena team, the product, and how it allows us serve our customers. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.