--- 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: '2026-07-17' 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. An amazing tool that makes it possible to work closely with our customers **Rating:** 4.5/5.0 stars **Reviewed by:** Krishan S. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 14, 2023 **What do you like best about Thena?** As someone responsible for managing customers, the ability to obtain a comprehensive understanding of the communications across various customer Slack channels and identify, manage, track and make sure we are on top of every customer request. The tool has allowed me to sleep peacefully, knowing one glance at the Thena dashboard is all I need to stay up to speed. **What do you dislike about Thena?** It would be incredibly convenient and time-saving if the Thena software could incorporate a feature that suggests frequently used and effective responses for me to use when communicating with customers through different channels. **What problems is Thena solving and how is that benefiting you?** As a org that works very closely with our customers via Slack, Thena has helped us monitor/ manage and deliver an improved the customer experience to our customers. ### 2. Big help in managing tickets! **Rating:** 5.0/5.0 stars **Reviewed by:** Rory G. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2023 **What do you like best about Thena?** Thena does a great job connecting our connected Slack channels with Intercom, where we manage tickets and sla. The Thena support is also top-notch! **What do you dislike about Thena?** Nothing to dislike, the few issues we've had have been resolved by the Thena team quickly. **What problems is Thena solving and how is that benefiting you?** Thena allows us to manage and organize tickets. We have connected Slack channels when onboarding new users. This ports the threads to Intercom, where we manage tickets and sla. ### 3. Kanban board for Slack is awesome **Rating:** 5.0/5.0 stars **Reviewed by:** Taly K. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 14, 2023 **What do you like best about Thena?** Really love the kanban view, and the ability to look at an inbox of all requests and triage them without marking them as read and having them get hopelessly lost in Slack. We use Slack instead of email for most communication in my company and I find myself missing the organizational features found in a robust email client (like real ms outlook, not that web thing) and Thena helps solve this gap for me! I used to feel so stressed out creating and snoozing reminders in Slack or writing a to do list and then not being able to find a Slack thread the to do list item pertains to. Thena helps me find my lost slack threads and open items! Also really like how there is a clear owner to follow ups in Thena which is huge for us as we grow the CS team. **What do you dislike about Thena?** It's a newer product, so really excited about some new features that are coming in the future such as labels and more advanced status options. Thena is sometimes a little aggressive about asking me to close my requests! **What problems is Thena solving and how is that benefiting you?** Having a clear view of who owns which customer follow-ups, and which issues are still open. Note, I think the Kanban board in Slack concept is powerful on its own and find myself wanting to add my non-customer Slack based tasks to Thena as well! ### 4. 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. ### 5. Thena makes Slack more manageable **Rating:** 5.0/5.0 stars **Reviewed by:** Will P. | Cofounder, Small-Business (50 or fewer emp.) **Reviewed Date:** July 25, 2023 **What do you like best about Thena?** We have shared channels with all of our clients. Thena is able to understand when they make requests and routes to the right person. **What do you dislike about Thena?** The constant prompts to close tickets, but that's more on us to adapt our workflow! **What problems is Thena solving and how is that benefiting you?** Client requests getting lost in Slack channels. ### 6. A must have tool for CS & Support Teams. **Rating:** 5.0/5.0 stars **Reviewed by:** Wyle C. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2023 **What do you like best about Thena?** Like many companies nowadays, we communicate with our customers mainly from slack. Thena allowed us to connect slack with our ticketing system, which was a missing piece in our workflow. **What do you dislike about Thena?** We were an early adaptor of Thena, so we encountered a lot of errors/bugs. However, we understood that the tool was still in the early phase. The Thena team did work promptly. **What problems is Thena solving and how is that benefiting you?** Thena is allowing us to connect our slack with our ticketing system. Also, for the first time ever, we can track customer metrics such as first response time, which was impossible before due to the disconnect between slack and our ticketing system. ### 7. Thena for Marketing Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Bruce W. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2023 **What do you like best about Thena?** Thena gave our marketing team the unprecedented ability to deploy our Slack newsletter across many different customer channels instantaneously AND gave us the ability to see metrics on engagement, reactions, and replies. **What do you dislike about Thena?** Thena's marketing automation is still under development and needs additional time to mature for its full potential to be realized. however, it is still a great tool as is. **What problems is Thena solving and how is that benefiting you?** When we send out our Slack newsletter, it was done manually one channel at a time. With Thena, it could be deployed to our nearly 100 customer channels instantaneously and provide us with engagement metrics. ### 8. Thena is a solid and comprehensive help desk software solution **Rating:** 5.0/5.0 stars **Reviewed by:** Alberth M. | Clinic team lead, Mid-Market (51-1000 emp.) **Reviewed Date:** April 03, 2023 **What do you like best about Thena?** "Thena" is a help desk software solution that offers a wide range of features to enhance the user experience in customer support. With this tool, businesses can improve the efficiency of their support operations, enabling them to handle the volume of customer requests and respond to them more quickly and effectively. **What do you dislike about Thena?** So far, they have done an excellent job as a startup software and we are indeed happy with the interface, service and effective communication provided when using this app. **What problems is Thena solving and how is that benefiting you?** We are able to keep track and count of tickets and requests being submitted and solved. Thena is helping us be more organized with customer requests and giving us transparency into what other team members are working on. ### 9. Slack support on steroids powered by Thena **Rating:** 5.0/5.0 stars **Reviewed by:** Raghu R. | Ops manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2023 **What do you like best about Thena?** Thena is too good to be true for Customer Success and Support teams looking to scale, grow, and retain customers through Slack. With Thena's AI and ML engine, we were able to receive alerts of critical customer messages and convert them directly into Support tickets synced to our ticketing platform, with which Thena integrates bi-directionally. Our process-level problems are promptly resolved by Thena's founding team with prompt response times. **What do you dislike about Thena?** Nothing as such, as given any early-stage product, things break here and there, but Thena Founding team was constructive and quickly resolved them. **What problems is Thena solving and how is that benefiting you?** Previously, our Customer Success and Support teams were scrambling between Slack, CRM, and email ticketing systems, causing them to lose context about issues. We are not able to track customer requests and tickets that are on Slack and also fail to capture customer sentiment. ### 10. A great product and team **Rating:** 5.0/5.0 stars **Reviewed by:** Tom A. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 08, 2023 **What do you like best about Thena?** Thena provides our team with crucial solutions for organizing customers' questions and responding to them promptly. They are also a great team to work with. **What do you dislike about Thena?** I can't think of any negatives. Their team is open and transparent about the product's current state and future plans on their roadmap. **What problems is Thena solving and how is that benefiting you?** Thena assists us in organizing and responding to support inquiries from our customers. ### 11. 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. ### 12. Very helpful and lots of capabilities **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2023 **What do you like best about Thena?** We're still small, but getting ahead of sprawling customer channels on Slack feels great. The marketing automation & analytics are a great cherry on top to help us feel more mature than we are. **What do you dislike about Thena?** So far nothing, it's been helpful and works just as expected. **What problems is Thena solving and how is that benefiting you?** We had missed a few messages in the past even though we only had a few channels, so now it's giving me the peace of mind that nothing is slipping through the cracks. ### 13. Thena has been an amazing time saver for the entire team. **Rating:** 5.0/5.0 stars **Reviewed by:** Darshan S. | Product Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2022 **What do you like best about Thena?** Thena has been a fantastic time saver for the entire team. Individuals from our team have experienced user-friendly UI with Thena. Thena team always ensures to add every feature request we come up with. Timely response with timeliness shows their involvement in adding more customer value to the product. Overall it has been great working with Thena. **What do you dislike about Thena?** Nothing to mention. Don't have any negative feedback. **What problems is Thena solving and how is that benefiting you?** Customer Support: Helping clients with their issues/queries/bugs over a Slack Channel. Ensuring that we don't miss out on any customer pings over the channel. Product Support: Internal Escalations. ### 14. Great software for agencies! **Rating:** 5.0/5.0 stars **Reviewed by:** Kyle H. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 05, 2023 **What do you like best about Thena?** - Response SLA’s - Response SLA breach notification - Tracking for Client Requests - Analytics - Super helpful team **What do you dislike about Thena?** - Had some initial install challenges, however the Thena team has quickly helped to resolve them **What problems is Thena solving and how is that benefiting you?** It helps us to track response times of my team for client requests in slack ### 15. Highly recommend! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2023 **What do you like best about Thena?** The alerts have been extremely helpful in staying organized on customer issues and requests. Thena's CS team has also been fantastic to work with so far to onboard the product. **What do you dislike about Thena?** Nothing to note at this time, but looking forward to additional features and enhancements. **What problems is Thena solving and how is that benefiting you?** Prioritizing incoming customer messages - [View Thena pricing details and edition comparison](https://www.g2.com/products/thena/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-24+18%3A22%3A29+-0500&secure%5Bsession_id%5D=c8ed0d4a-ea65-4408-8305-eccb0962e1dd&secure%5Btoken%5D=d561a040dba32736ca6ecaed07eda8d448c6c1af7f69e5517695f37432a013f8&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 ## 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 (3,676 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,653 reviews)