Thena

Thena is an AI customer support platform for B2B teams that centralizes Slack, email, live chat, web forms, Microsoft Teams, and Discord into one ticketing workflow. It helps teams route requests, automate repetitive support work, and coordinate support, success, and account management.

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Overview

Thena is an AI customer support platform for B2B teams that brings Slack, email, live chat, web forms, Microsoft Teams, and Discord into one support flow. It turns inbound messages into trackable tickets, applies routing and triage, and lets teams respond from the original channel or from Thena itself.

The product combines ticketing, AI support agents, workflow automation, knowledge bases, and account tracking so support, success, and account management teams can coordinate in one system. The pricing page shows annual Starter, Standard, and Enterprise plans, with AI included across all tiers.

Features

Omni-channel ticketing

Detect support requests from Slack, email, live chat, web forms, MS Teams, and Discord, then turn them into trackable tickets in one view.

AI-assisted support automation

Use AI agents and AI workflows to answer repetitive questions, apply fields, create tickets, escalate issues, and support B2B tasks.

Routing and workflow controls

Route tickets with groups, assignment rules, custom logic, custom fields, SLAs, and role-based controls so requests reach the right owner faster.

Multi-persona ticketing

Organize support around team boards, custom statuses, views, and account-based tracking so support, success, and account teams can work from the same system.

Knowledge base and intake forms

Build branded private or public help centers, manage articles and collections, and use forms to capture structured incoming requests.

Broadcasts and announcements

Send targeted broadcasts across Slack, Teams, and email with audience targeting and analytics for product updates or account-specific announcements.

Use Cases

Slack-native support
Centralize Slack messages into tickets, keep account context attached, and let support agents respond without losing the original conversation thread.
Email triage
Convert inbound emails into structured tickets and use routing, SLAs, and assignment rules to triage shared support inboxes.
Chat and form intake
Turn live chat or web form submissions into tickets, then use AI support up front for repetitive questions and human follow-up when needed.
Multi-team ticket management
Separate support, onboarding, product, and account management work onto different boards while keeping shared accounts and workflows connected.
Account broadcasts
Send targeted announcements and product updates across Slack, Teams, and email with audience targeting for specific accounts.

Pros and Cons

Pros

Covers multiple B2B support channels in one system, including Slack, email, live chat, web forms, MS Teams, and Discord.
Supports ticket creation, routing, and replies from the original channel, which helps teams keep context in one place.
Includes AI features for ticket summaries, tagging, auto-responses, co-pilot assistance, and workflow automation.
Provides account-level tracking, team boards, custom statuses, and forms for more structured B2B workflows.
Offers both help centers and broadcast tools, so teams can handle support and proactive communication in the same platform.

Cons

The collected pages do not spell out full onboarding steps or implementation effort.
Some capabilities are only described at a high level in the available source, so detailed product limits are not clear from these pages.

FAQ

What channels does Thena support?

Thena is built to unify support across Slack, email, live chat, web forms, MS Teams, and Discord, with AI assistance and ticketing for B2B teams.

Does Thena have paid plans?

Yes. The pricing page shows Starter, Standard, and Enterprise plans billed annually, with AI included in every plan.

Who is Thena best suited for?

Thena describes itself as a support platform for B2B teams and B2B SaaS, with features for ticketing, routing, account tracking, broadcasts, and AI workflows.

How does Thena handle incoming requests?

The source shows that Thena can turn messages and forms into tickets, route them to the right group or agent, and reply from the original source channel.

How difficult is setup?

The source does not provide full setup or implementation details, so onboarding complexity is not stated publicly in the collected pages.

Quick Facts

Category: AI customer support platform
Primary users: B2B support, success, and account management teams
Channels: Slack, email, live chat, web forms, MS Teams, Discord
Pricing: Starter, Standard, and Enterprise plans billed annually; AI included in all plans
Source domain: thena.ai
Notable workflow: Turns inbound messages into trackable tickets and routes them to the right team or agent

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