--- 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 Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users appreciate Thena for its **efficient case management** , enhancing customer interactions and streamlining support processes. [(3 mentions)](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1658740&qs=pros-and-cons#reviews) Users appreciate the **efficiency** of Thena for managing customer interactions and improving communication between departments. [(3 mentions)](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1658233&qs=pros-and-cons#reviews) Users find Thena's **intuitive ticket management** enhances communication and streamlines customer support across departments. [(3 mentions)](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1657621&qs=pros-and-cons#reviews) Users value **customer satisfaction** achieved through Thena's efficient management and streamlined support processes. [(2 mentions)](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1658452&qs=pros-and-cons#reviews) Users appreciate the **seamless integrations** of Thena with Slack, enhancing customer support and agile workflows significantly. [(2 mentions)](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1658955&qs=pros-and-cons#reviews) Users notice the **limited platform support** of Thena, as it doesn't cater to all messaging services effectively. [(1 mentions)](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1657154&qs=pros-and-cons#reviews) Users find **limited platform support** with Thena, making it challenging for those using other communication tools. [(1 mentions)](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1658992&qs=pros-and-cons#reviews) Users find Thena's **limited platform support** an issue, especially if they use platforms like Discord or WhatsApp. [(1 mentions)](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1659132&qs=pros-and-cons#reviews) Users note **limited platform support** , making Thena less suitable for those using alternative communication tools. [(1 mentions)](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1657964&qs=pros-and-cons#reviews) Users experience **poor customer support** , finding it difficult to access assistance for their queries and concerns. [(1 mentions)](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1658710&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Thena ##### 1. Case Management Users appreciate Thena for its **efficient case management** , enhancing customer interactions and streamlining support processes. [ See 3 mentions ](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1658740&qs=pros-and-cons#reviews) See Related User Reviews ![Sasha G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sasha G.") SG Sasha G. Small-Business (50 or fewer emp.) 4.5/5 "Great Company" What do you like about Thena? I like that Thena enables businesses to manage customer interactions more efficiently, ensuring that no request goes unnoticed. DS Daniel S. Small-Business (50 or fewer emp.) 5.0/5 "Thena helped us Tame Wild-Wild-West Slack Support" What do you like 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 ##### 2. Efficiency Users appreciate the **efficiency** of Thena for managing customer interactions and improving communication between departments. [ See 3 mentions ](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1658233&qs=pros-and-cons#reviews) See Related User Reviews ![Sasha G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sasha G.") SG Sasha G. Small-Business (50 or fewer emp.) 4.5/5 "Great Company" What do you like about Thena? I like that Thena enables businesses to manage customer interactions more efficiently, ensuring that no request goes unnoticed. ![Esteban S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Esteban S.") ES Esteban S. Small-Business (50 or fewer emp.) 4.5/5 "Easy Ticketing" What do you like about Thena? The ticketing with Thena is highly intuitive, making it very fast and easy to communicate between different departments. ##### 3. Ticket Management Users find Thena's **intuitive ticket management** enhances communication and streamlines customer support across departments. [ See 3 mentions ](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1657621&qs=pros-and-cons#reviews) See Related User Reviews ![Esteban S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Esteban S.") ES Esteban S. Small-Business (50 or fewer emp.) 4.5/5 "Easy Ticketing" What do you like about Thena? The ticketing with Thena is highly intuitive, making it very fast and easy to communicate between different departments. DS Daniel S. Small-Business (50 or fewer emp.) 5.0/5 "Thena helped us Tame Wild-Wild-West Slack Support" What do you like 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 ##### 4. Customer Satisfaction Users value **customer satisfaction** achieved through Thena's efficient management and streamlined support processes. [ See 2 mentions ](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1658452&qs=pros-and-cons#reviews) See Related User Reviews ![Sasha G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sasha G.") SG Sasha G. Small-Business (50 or fewer emp.) 4.5/5 "Great Company" What do you like about Thena? I like that Thena enables businesses to manage customer interactions more efficiently, ensuring that no request goes unnoticed. DS Daniel S. Small-Business (50 or fewer emp.) 5.0/5 "Thena helped us Tame Wild-Wild-West Slack Support" What do you like 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 ##### 5. Integrations Users appreciate the **seamless integrations** of Thena with Slack, enhancing customer support and agile workflows significantly. [ See 2 mentions ](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1658955&qs=pros-and-cons#reviews) See Related User Reviews DS Daniel S. Small-Business (50 or fewer emp.) 5.0/5 "Thena helped us Tame Wild-Wild-West Slack Support" What do you like 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 ![Juan Felipe C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Juan Felipe C.") JC Juan Felipe C. Mid-Market (51-1000 emp.) 5.0/5 "Thena is a total game changer!" What do you like 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 ### 5 Cons or Disadvantages of Thena ##### 1. Limited Features Users notice the **limited platform support** of Thena, as it doesn't cater to all messaging services effectively. [ See 1 mentions ](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1657154&qs=pros-and-cons#reviews) See Related User Reviews ![Sasha G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sasha G.") SG Sasha G. Small-Business (50 or fewer emp.) 4.5/5 "Great Company" 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, ##### 2. Limited Functionality Users find **limited platform support** with Thena, making it challenging for those using other communication tools. [ See 1 mentions ](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1658992&qs=pros-and-cons#reviews) See Related User Reviews ![Sasha G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sasha G.") SG Sasha G. Small-Business (50 or fewer emp.) 4.5/5 "Great Company" 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, ##### 3. Missing Features Users find Thena's **limited platform support** an issue, especially if they use platforms like Discord or WhatsApp. [ See 1 mentions ](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1659132&qs=pros-and-cons#reviews) See Related User Reviews ![Sasha G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sasha G.") SG Sasha G. Small-Business (50 or fewer emp.) 4.5/5 "Great Company" 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, ##### 4. Platform Limitations Users note **limited platform support** , making Thena less suitable for those using alternative communication tools. [ See 1 mentions ](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1657964&qs=pros-and-cons#reviews) See Related User Reviews ![Sasha G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sasha G.") SG Sasha G. Small-Business (50 or fewer emp.) 4.5/5 "Great Company" 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, ##### 5. Poor Customer Support Users experience **poor customer support** , finding it difficult to access assistance for their queries and concerns. [ See 1 mentions ](https://www.g2.com/products/thena/reviews?filters%5Bsentiment_snippet%5D=1658710&qs=pros-and-cons#reviews) See Related User Reviews ![Esteban S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Esteban S.") ES Esteban S. Small-Business (50 or fewer emp.) 4.5/5 "Easy Ticketing" What do you dislike about Thena? I didn't feel backed up by an easy to access human support service to clarify any doubts. ## Top-Rated Alternatives [ ![Pylon](https://images.g2crowd.com/uploads/product/hd_favicon/6186416725dd54b02b5d7d0a74b71289/pylon-pylon.svg "Pylon") Pylon 4.7/5(111) ](https://www.g2.com/products/pylon-pylon/reviews) [ ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk") Freshdesk 4.4/5(3,756) ](https://www.g2.com/products/freshdesk/reviews) [ ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service") Zendesk for Customer Service 4.3/5(7,016) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ View All Alternatives ](https://www.g2.com/products/thena/competitors/alternatives) JR Jonathan R. Customer Success Manager Small-Business (50 or fewer emp.) 3/7/2024 "The only way to get work done in Slack" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Kathryn B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Kathryn B.") KB Kathryn B. Mid-Market (51-1000 emp.) 10/10/2023 "The Future of Customer Support" 5/5 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. Review collected by and hosted on G2.com. 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..). Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Adam S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Adam S.") AS Adam S. CEO & Co-Founder Small-Business (50 or fewer emp.) 11/15/2023 "Scaling Slack-based customer success and support" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Lauren H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Lauren H.") LH Lauren H. Small-Business (50 or fewer emp.) 11/15/2023 "Essential for anyone using Slack for customer support" 5/5 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. Review collected by and hosted on G2.com. 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! Review collected by and hosted on G2.com. What problems is Thena solving and how is that benefiting you? Thena helps me manage my customer support requests through Slack Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Raghu R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Raghu R.") RR Raghu R. Mid-Market (51-1000 emp.) 11/15/2023 "Stellar product for delivering exceptional customer experience for our customers" 5/5 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 Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. What problems is Thena solving and how is that benefiting you? Omni channel customer communication Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![David K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "David K.") DK David K. Small-Business (50 or fewer emp.) 2/20/2024 "Great software that fits perfectly with our unique use case" 5/5 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! Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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! Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Verified User in Computer Software](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer Software") UC Verified User in Computer Software Mid-Market (51-1000 emp.) 10/24/2023 "True partners with a clear goal towards a better and innovate future." 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Sandeep P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sandeep P.") SP Sandeep P. Mid-Market (51-1000 emp.) 11/20/2023 "Thena: Transforming Daily Tasks with Simplicity" 4/5 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. Review collected by and hosted on G2.com. What do you dislike about Thena? I have experienced occasional glitches in the user interface, such as delayed responsiveness. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ST Stephanie T. Mid-Market (51-1000 emp.) 10/18/2023 "Managing Slack chaos - finally!" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Apoorva S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Apoorva S.") AS Apoorva S. Mid-Market (51-1000 emp.) 11/16/2023 "Bringing method into the Slack chaos!" 5/5 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 Review collected by and hosted on G2.com. What do you dislike about Thena? Nothing, really. Their team is quick to take feedback and reasonable feature requests. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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