--- 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(3,758) ](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(7,019) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ View All Alternatives ](https://www.g2.com/products/thena/competitors/alternatives) ![Krishan S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Krishan S.") KS Krishan S. Small-Business (50 or fewer emp.) 3/14/2023 "An amazing tool that makes it possible to work closely with our customers" 4.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Rory G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Rory G.") RG Rory G. Small-Business (50 or fewer emp.) 6/23/2023 "Big help in managing tickets!" 5/5 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! Review collected by and hosted on G2.com. What do you dislike about Thena? Nothing to dislike, the few issues we've had have been resolved by the Thena team quickly. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Taly K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Taly K.") TK Taly K. Small-Business (50 or fewer emp.) 3/14/2023 "Kanban board for Slack is awesome" 5/5 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. Review collected by and hosted on G2.com. 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! Review collected by and hosted on G2.com. 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! Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Verified User in Internet](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Internet") AI Verified User in Internet Enterprise (\> 1000 emp.) 11/3/2023 "Niche product solved our specific use case" 4/5 What do you like best about Thena? The integration and implemntation was very easy and their support has been fast and impactful. Review collected by and hosted on G2.com. What do you dislike about Thena? Some features require Thena branding as far as I can tell Review collected by and hosted on G2.com. What problems is Thena solving and how is that benefiting you? Collecting metrics around Slack support for specific teams. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Will P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Will P.") WP Will P. Cofounder Small-Business (50 or fewer emp.) 7/25/2023 "Thena makes Slack more manageable" 5/5 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. Review collected by and hosted on G2.com. What do you dislike about Thena? The constant prompts to close tickets, but that's more on us to adapt our workflow! Review collected by and hosted on G2.com. What problems is Thena solving and how is that benefiting you? Client requests getting lost in Slack channels. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Wyle C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Wyle C.") WC Wyle C. Mid-Market (51-1000 emp.) 2/27/2023 "A must have tool for CS & Support Teams." 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Bruce W.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bruce W.") BW Bruce W. Mid-Market (51-1000 emp.) 5/19/2023 "Thena for Marketing Automation" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite AM Alberth M. Clinic team lead Mid-Market (51-1000 emp.) 4/3/2023 "Thena is a solid and comprehensive help desk software solution" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite RR Raghu R. Ops manager Information Technology and Services Mid-Market (51-1000 emp.) 2/24/2023 "Slack support on steroids powered by Thena" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic Review from User Profile ![Tom A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tom A.") TA Tom A. Small-Business (50 or fewer emp.) 5/8/2023 "A great product and team" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. What problems is Thena solving and how is that benefiting you? Thena assists us in organizing and responding to support inquiries from our customers. Review collected by and hosted on G2.com. 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