Notifications interface Thena brings you a modern, multi-channel notification system designed to keep you in the loop—whether you’re deep in Slack, heads-down in the app, or offline for the day. It’s flexible, intuitive, and fully customizable to your preferences.

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💬 Multi-channel delivery

Choose how and where you want to stay informed. Thena supports:

Slack

Ideal for real-time updates while working with your team.

Email

Great for catching up asynchronously or staying informed when you’re not in Slack.

Inbox

A personal notification center right inside Thena.

Toasts

Lightweight in-app popups that keep you informed without breaking your flow.

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⚙️ Configurable by event and channel

You can customize:
  • Which events trigger notifications.
  • Where they’re delivered – toggle each event’s delivery channel individually.
For example:
  • Get ticket assignment alerts in Slack while collaborating.
  • Review SLA warnings via Inbox after being away.
  • Use email summaries if you’re not always in Slack.
  • Opt into Toasts for subtle, real-time nudges inside Thena.

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📋 Supported notification events

Here’s a list of every event that can trigger notifications in Thena:

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Ticket lifecycle

New ticket

A new ticket has been created in the system.

Assigned to ticket

You (or someone) have been assigned to a ticket.

Status change

A ticket’s status has changed (e.g., Open → In Progress).

Priority change

A ticket’s priority has been updated.

Ticket escalated

A ticket has been escalated for faster resolution.

Ticket archived

A ticket has been archived and is no longer active.

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SLA & CSAT

SLA breach warning

The ticket is approaching its SLA deadline.

SLA breached

The SLA for the ticket has been missed.

CSAT received

A customer satisfaction (CSAT) rating was submitted.

CSAT updated

A previously submitted CSAT rating was updated.

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Communication

Customer thread reply

A customer has replied in a ticket thread.

Customer thread mention

A customer mentioned you in a thread.

Internal thread reply

A teammate has replied in an internal note.

Internal thread mention

A teammate mentioned you in an internal thread.

Note reply

A comment was made on a note you’ve interacted with.

Note mention

You were mentioned in a note comment.

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Metadata

Custom field updated

A custom field on a ticket has been modified.

Tag updated

A tag was added, removed, or changed on a ticket.

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🔁 Real-time vs. batched

Some events (like mentions or assignments) are always real-time when delivered via Toasts and Inbox. For Slack and Email, you can batch updates together to reduce noise. You control the batching interval and keep the signal high.

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🌟 Why it matters

This isn’t just notifications—it’s your signal layer. Configurable, contextual, and cross-channel. Built for high-performing customer teams.