G2

Daniel S.

Technical Team Lead

Small-Business (50 or fewer emp.)

11/26/2024

"Thena helped us Tame Wild-Wild-West Slack Support"

5/5

What do you like best 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 how much value-add we provide to our customers;

- With Thena we can track long-running tickets by grouping requests together;

- Thena has 'kanban-ified' our support, which has brought a sense of agile into our team cadence.

The team releases new features fast to boot! Review collected by and hosted on G2.com.

What do you dislike about Thena?

The integrations are understandably involved. For email integration, we needed to get our Cyber guy to open up some domain settings. But this is simply the cost of doing business with any email-related work. Review collected by and hosted on G2.com.

What problems is Thena solving and how is that benefiting you?

The issue of long-running tickets is the most immediate need that Thena has solved. By imposing the Open/Waiting on Customer/Waiting on Us/Completed (or some configurable permutation) onto our support, we have easy visibility into what fire needs to be put out first.

We are hoping to use Thena's new notification feature to help our team members support our customers in a timely manner. Review collected by and hosted on G2.com.