--- 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. 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 - [View Thena pricing details and edition comparison](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1658992&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+20%3A33%3A08+-0500&secure%5Bsession_id%5D=4296ea39-c0f2-4961-86f6-085e33122f6f&secure%5Btoken%5D=1e0cf51cd601a608de366d12e560705cd580f2cd0c86a5cfa8e3d8c44bf5d66c&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 (3,680 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,673 reviews)