Thena

Thena is a next-generation, AI-native helpdesk built specifically for the complexities of B2B customer support. It addresses the challenge of fragmented communication by consolidating all customer interactions from various channels—including Slack, Discord, Email, Microsoft Teams, and Web Chat—into one unified platform. This eliminates the need for support agents to juggle multiple tools and provides a single source of truth for every customer account, leading to faster resolutions and a more cohesive customer experience.

At its core, Thena leverages purpose-built AI to automate and enhance every aspect of the support lifecycle. From autonomously detecting support requests in busy communication channels to summarizing complex issues, tagging tickets, and even providing instant, accurate responses, Thena's AI works to offload repetitive tasks from human agents. This allows support teams to focus on high-value, complex problem-solving and proactive customer engagement.

How to use Thena

Getting started with Thena is a streamlined process designed for quick integration into your existing workflows:

1. Connect Your Channels: Begin by integrating your primary customer communication channels, such as Slack workspaces, email inboxes (e.g., [email protected]), MS Teams, or Discord servers.
2. Configure Workflows: Set up automated workflows and routing rules. You can define logic to automatically assign tickets to the right team or agent based on keywords, customer account, or issue type.
3. Set Up Team Boards: Organize your support process with customizable team boards. Create separate boards for different teams (e.g., L1 Support, Engineering, Customer Success) to manage tickets and collaborate effectively.
4. Train the AI: Connect Thena to your knowledge base or use its built-in system. The AI agents (Thena MCP) will learn from your documentation to provide accurate, automated responses to common questions.
5. Manage and Resolve: Once set up, Thena automatically converts messages into trackable tickets. Agents can manage these tickets directly within Thena's unified inbox, collaborate with teammates through internal threads, and leverage the AI co-pilot for assistance in drafting replies.

Core Features of Thena

• Omni-channel Support: Unifies customer messages from Slack, Email, MS Teams, Discord, and Web Chat into a single, organized ticketing system.
• Autonomous AI Agents (Thena MCP): Purpose-built AI that can autonomously respond to customers, apply fields, create tickets, and escalate issues without human intervention.
• AI-Powered Ticketing: Features include automatic ticket detection from conversations, AI-generated summaries of long threads, and intelligent tagging for better organization and routing.
• Multi-persona Ticketing & Team Boards: Streamline processes with customizable boards for different teams (e.g., support, engineering, success) and role-based access controls.
• Workflow Automation: Automate repeatable processes by blending human and AI actions, from auto-assigning tickets to triggering notifications based on SLAs.
• Centralized Account Management: Consolidates all customer data, interactions, and tickets into a single view per account, enabling both humans and AI to have full context.
• Integrated Knowledge Base: Share and update articles directly from support flows, empowering both AI agents and customers with self-service options.
• CSAT and Insights: Collect and track customer satisfaction feedback seamlessly after interactions and view key metrics on team performance and trends.
• Extensive Integrations: Connect Thena with essential tools like Jira, Salesforce, and HubSpot, or build custom apps and integrations using the API and App Studio.

Use Cases for Thena

SaaS Companies using Slack for Support: A B2B SaaS company can use Thena to monitor customer Slack channels. When a user reports a bug, Thena automatically creates a ticket, summarizes the issue, and routes it to the engineering team's board. For common questions, the AI agent provides an instant answer from the knowledge base, freeing up the support team.

Enterprise Customer Management: An account manager for high-value enterprise clients can use Thena to get a unified view of all communications, whether they come through email, a shared Teams channel, or a web chat. This ensures no request is missed and that SLAs are consistently met.

Streamlining Cross-Functional Collaboration: When a support ticket requires input from the product team, an agent can use an internal thread within Thena to loop them in. The product team gets full context without having to switch to a different tool, leading to faster and more informed resolutions.

Advantages of Thena

Thena offers significant advantages over traditional helpdesks by being built for the modern, multi-channel B2B environment. Key benefits include:

• Increased Efficiency: Reports show up to 20% faster ticket resolution times by automating manual tasks and providing agents with full context.
• Improved Customer Satisfaction: With faster responses and proactive support, businesses can achieve up to 30% higher customer satisfaction scores.
• Unified Customer View: Breaks down data silos by bringing all conversations and customer data into one place, ensuring a consistent and seamless experience.
• Proactive Support: Thena's ability to monitor channels like Slack allows teams to identify and address potential issues before they escalate.
• Scalability: AI agents can handle a high volume of routine inquiries 24/7, allowing support operations to scale efficiently without a proportional increase in headcount.

Pricing and Plans

Thena offers a flexible pricing structure with AI features included in all plans.

• Free Plan: $0/user/month. Includes up to 10 user seats, 1,000 tickets/month, Slack & email channels, account management, up to 2 help centers, and basic AI features like ticket detection, summaries, and tagging.
• Standard Plan: $79/user/month (billed annually). Includes everything in the Free plan, plus AI web chat, AI agent studio, Thena MCP (AI agents), APIs, and AI-powered workflows and auto-responses.
• Enterprise Plan: Custom pricing. Includes all Standard features, plus AI agent custom deployments, MS Teams integration, enterprise-grade APIs and security features, and unlimited MCP usage.