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Major update: Internal threads for team collaboration

Internal threads in Thena give your team a focused space to collaborate on a customer ticket without disrupting the external conversation. You can keep it fully internal or optionally link it to a Slack channel for real-time collaboration.

  • Private team discussions: Create internal conversations that are only visible to your team—customers never see them.
  • Slack integration: Connect threads to Slack channels for real-time collaboration with bi-directional sync.
  • Rich media support: Share files, images, and formatted text directly in threads.
  • Multiple threads per ticket: Create separate threads for different aspects of a ticket.

Internal threads help teams collaborate efficiently across departments, share knowledge, coordinate escalations, and document important decisions—all without cluttering customer-facing communications.

Learn more →

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Update: Emoji actions for faster workflows

Emoji actions allow your team to perform common ticket operations with a simple emoji reaction, saving time and streamlining your workflow.

  • One-click operations: Add specific emoji reactions to trigger actions automatically.
  • Default actions: Use built-in emoji shortcuts for changing ticket status with a simple reaction.
  • Customizable workflows: Create your own emoji actions with custom triggers and operations.

Learn more →

The new Thena is currently in beta, with access limited to select customers. If you’re an existing customer interested in exploring the new platform, please request beta access. General availability release is coming soon.

Both internal threads and emoji actions integrate directly with Slack, allowing your team to collaborate efficiently regardless of which platform they prefer to use.