Thena

Thena is a customer support AI platform built for modern B2B teams. It aims to resolve tickets, manage accounts, and delight customers through a single, powerful platform. Thena offers omni-channel support across Slack, Discord, Email, MS Teams, and Web chat, integrating AI with human intelligence for new-gen ticketing. It enables autonomous support, automates workflows, centralizes customer data, and connects with various apps and APIs.

## How to Use

Thena unifies all customer messages into organized tickets from various channels. Users can leverage AI for autonomous support tasks such as responding to customers, applying fields, creating tickets, and escalating issues. The platform allows for automation of workflows by blending human and AI actions, centralizes customer data in accounts, and supports integration with other applications. Teams can organize tickets across multiple boards, set up groups with custom assignment logic, auto-assign tickets, customize fields, define SLAs, and track performance metrics.

## Key Features

- Omni-channel support (Slack, Discord, Email, MS Teams, Web chat) - New-gen ticketing with AI + human intelligence - Autonomous support & service (AI-powered task automation) - Multi-persona ticketing with customizable boards and role-based controls - Automated Workflows blending human and AI actions - Centralized Accounts for customer data - App integrations and API access - AI ticket detection, summaries, tagging, assistant, auto-responses, co-pilot - Enterprise-grade security - Custom fields, SLA definition, Notifications, Routing - Knowledge base management - CSAT collection and tracking - Performance Insights

## Use Cases

- Resolving customer support tickets efficiently across multiple communication channels. - Automating routine support tasks and responses using AI agents. - Managing and centralizing customer account data for better collaboration. - Streamlining team processes with customizable ticketing boards and role-based access controls. - Tracking and managing tickets directly from platforms like Slack and MS Teams. - Converting emails and web chats into trackable support tickets. - Collecting and analyzing customer satisfaction (CSAT) feedback. - Automating repeatable ticket flows and internal collaborations.