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Notifications
Configure how you receive updates from Thena.
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.
💬 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.
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.
⚙️ 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.
📋 Supported notification events
Here’s a list of every event that can trigger notifications in Thena:
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A ticket has been archived and is no longer active.
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.
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.
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.
🔁 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.
🌟 Why it matters
This isn’t just notifications—it’s your signal layer. Configurable, contextual, and cross-channel. Built for high-performing customer teams.