--- 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) DS Daphne S. Manager, Customer Support and Escalations Mid-Market (51-1000 emp.) 12/1/2022 "Bridging the conversation gaps on Slack" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Verified User in Computer & Network Security](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer & Network Security") AC Verified User in Computer & Network Security Small-Business (50 or fewer emp.) 5/19/2023 "Very helpful and lots of capabilities" 5/5 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. Review collected by and hosted on G2.com. What do you dislike about Thena? So far nothing, it's been helpful and works just as expected. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Darshan S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Darshan S.") DS Darshan S. Product Support Manager Mid-Market (51-1000 emp.) 12/5/2022 "Thena has been an amazing time saver for the entire team." 5/5 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. Review collected by and hosted on G2.com. What do you dislike about Thena? Nothing to mention. Don't have any negative feedback. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Kyle H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Kyle H.") KH Kyle H. Small-Business (50 or fewer emp.) 5/5/2023 "Great software for agencies!" 5/5 What do you like best about Thena? - Response SLA’s - Response SLA breach notification - Tracking for Client Requests - Analytics - Super helpful team Review collected by and hosted on G2.com. What do you dislike about Thena? - Had some initial install challenges, however the Thena team has quickly helped to resolve them Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") UI Verified User in Information Technology and Services Mid-Market (51-1000 emp.) 5/8/2023 "Highly recommend!" 5/5 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. Review collected by and hosted on G2.com. What do you dislike about Thena? Nothing to note at this time, but looking forward to additional features and enhancements. Review collected by and hosted on G2.com. What problems is Thena solving and how is that benefiting you? Prioritizing incoming customer messages Review collected by and hosted on G2.com. 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