Thena offers robust, native email integration that enables teams to manage, respond to,
and automate customer conversations directly from the platform—without ever leaving
the ticket view.
Every workspace in Thena gets a default email address that can be used out of the
box. No setup required. Share it with your customers, and any email sent to that
address automatically creates a ticket.
Great for getting started quickly
Ideal for shared inboxes like support@ or info@
All replies stay threaded in one place
For a more branded and controlled experience, you can connect custom email
domains to Thena.
Emails can be received and sent directly via your verified domain
Each custom domain is fully configurable and can be managed from the Email
settings page.
Once a custom domain is connected, you can personalize how emails appear to
customers by choosing your sender identity:
Your profile name (e.g., Jane from Thena)
Profile name + custom sender name (e.g., Jane | Customer Support)
Custom sender name only (e.g., Thena Support)
This gives you full control over how your communication is perceived—enterprise-
grade, but still human.
Each team can have:
Multiple connected domains
Multiple email addresses per domain
Different addresses for different workflows (e.g., billing@, escalations@,
partnerships@)
This lets large organizations manage email at scale with precision and clarity.
When a customer sends an email:
A ticket is created in Thena
The sender becomes the Requester
Cc and Bcc fields are captured where relevant
All email replies stay threaded under the ticket
Agents can reply directly from Thena
Your inbox just got supercharged.
Agents and managers can easily search tickets using email addresses. Whether
you’re tracking conversations from a specific domain or need to find a customer’s
message fast—email is a first-class citizen in Thena search.
Agents can reply to emails with:
Rich text formatting
File uploads and attachments
Inline threads and quoted messages
Full visibility into the original sender and recipients
No need to switch tools. Everything you need is already here.
Thena lets you build automations and workflows based on the email source. You
can:
Auto-route emails to specific teams
Trigger replies, escalations, or tagging based on content
Set up SLAs and alerts
Auto-close stale threads or follow up proactively
Email becomes not just a channel—but a trigger for intelligent action.
Thena’s email integration transforms legacy communication into a modern, structured workflow—fully embedded in your ticketing and customer support operations.
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