--- title: Thena Reviews meta_title: 'Thena Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 65 reviews by the users' company size, role or industry to find out how Thena works for a business like yours. aggregate_rating: rating_value: 4.9 review_count: 65 scale: '5' date_modified: '2026-08-09' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # 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 for its **efficient case management** , enhancing customer interactions and streamlining support processes. (3 reviews) - Users appreciate the **efficiency** of Thena for managing customer interactions and improving communication between departments. (3 reviews) - Users find Thena's **intuitive ticket management** enhances communication and streamlines customer support across departments. (3 reviews) - Users value **customer satisfaction** achieved through Thena's efficient management and streamlined support processes. (2 reviews) - Users appreciate the **seamless integrations** of Thena with Slack, enhancing customer support and agile workflows significantly. (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 notice the **limited platform support** of Thena, as it doesn't cater to all messaging services effectively. (1 reviews) - Users find **limited platform support** with Thena, making it challenging for those using other communication tools. (1 reviews) - Users find Thena's **limited platform support** an issue, especially if they use platforms like Discord or WhatsApp. (1 reviews) - Users note **limited platform support** , making Thena less suitable for those using alternative communication tools. (1 reviews) - Users experience **poor customer support** , finding it difficult to access assistance for their queries and concerns. (1 reviews) - Poor Navigation (1 reviews) ## Thena Reviews ### 1. 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. ### 2. 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. ### 3. Niche product solved our specific use case **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Enterprise (> 1000 emp.) **Reviewed Date:** November 03, 2023 **What do you like best about Thena?** The integration and implemntation was very easy and their support has been fast and impactful. **What do you dislike about Thena?** Some features require Thena branding as far as I can tell **What problems is Thena solving and how is that benefiting you?** Collecting metrics around Slack support for specific teams. ### 4. Bridging the conversation gaps on Slack **Rating:** 4.0/5.0 stars **Reviewed by:** Daphne S. | Manager, Customer Support and Escalations, Mid-Market (51-1000 emp.) **Reviewed Date:** December 01, 2022 **What do you like best about Thena?** With Thena, our Support team has been able to manage Slack conversations on our community channel more effectively while ensuring that no questions are forgotten. **What do you dislike about Thena?** We sometimes get errors when trying to start a Thena thread/request, but we understand that may partially be due to our community setup (that might be a bit different from how other companies would set it up). The Thena team is always quick to respond and troubleshoot any errors we receive. **What problems is Thena solving and how is that benefiting you?** The Support team has saved time and bandwidth with Thena. We previously had dedicated time for each team member monitor the community channel, but now, any team member, across all internal teams, can send a conversation over to Support and streamline where the Support team spends their time helping customers. - [View Thena pricing details and edition comparison](https://www.g2.com/products/thena/reviews?filters%5Bnps_score%5D%5B%5D=4§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+14%3A24%3A58+-0500&secure%5Bsession_id%5D=d00f4b80-9980-45f1-a39e-059719ec6fcf&secure%5Btoken%5D=5af24e66068031cd88c9321c6b5c02cf8f528c9e0410320e4f0ffc61f49a087b&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 - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **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 - Batch Communications - Multi-Channel Communication - On-Demand Communications - Interactive Content **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 - Generative AI **Performance** - Performance Monitoring - Issue Tracking - Resource Monitoring **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Additional Functionality** - Chat/Messaging - Customer Database - Customizable Branding - Call Recording - Autoresponders - IVR - Email Management - Template Management - SMS Messaging - Surveys & Feedback - Content Management - Knowledge Base Management - Compliance Management - Multi-Language - Interaction Tracking - Third-Party Integrations - Social Media Integration - Workflow Management - Customer History - Activity Dashboard - AI Copilot - Video Support - CRM - Inbox Management - API - Alerts/Notifications - Feedback Management - Reporting & Statistics - Collaboration Tools - Activity Tracking **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Thena Alternatives - [Pylon](https://www.g2.com/products/pylon-pylon/reviews) - 4.7/5.0 (111 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,678 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,671 reviews)