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.

Key features

Prerequisites

Access to your domain’s DNS settings (via GoDaddy, Cloudflare, AWS Route 53, etc.)
Admin access to your email provider (Gmail, Outlook, etc.)

Setup guide

Organization-level setup

1

Access email configuration

Go to Organization settings → Sources → Email → Manage connection.
2

Add your domain

Enter your domain name and click Add domain.
3

Configure DNS records

Thena will generate the necessary DNS records for your domain. You’ll need to add these to your domain hosting provider:
  • Copy the TXT and CNAME values provided by Thena
  • Log in to your DNS provider (GoDaddy, Cloudflare, AWS Route 53, etc.)
  • Add the records exactly as shown in Thena
Depending on your DNS provider, you may need to remove your domain name from the hostname when copying from Thena. For example, if your domain is yourdomain.com, use pm.bounces instead of pm.bounces.yourdomain.com.
4

Verify domain

Once you’ve added the DNS records, click “Verify” in Thena. The system will check if the records have been properly configured.DNS changes can take up to 24-48 hours to propagate, though they often take effect much sooner.

Team-level setup

1

Set up team email address

Once your domain is verified at the organization level, you can set up custom email addresses for each team.
2

Configure sender preferences

Choose how emails will appear to your customers by selecting a sender identity option:
  • Your profile name (e.g., Jane)
  • Profile name + custom sender name (e.g., Jane | Thena Support)
  • Custom sender name only (e.g., Thena Support)
3

Configure email forwarding

For each team email address (e.g., support@yourdomain.com):
  • Copy the forwarding email address provided by Thena
  • Go to your email provider settings
  • Add a forwarding rule to send emails to the Thena provided address
4

Confirm forwarding

  • You’ll receive a confirmation email from your provider—click Confirm in that message.
  • Return to your email-forwarding settings and paste the forwarding address again.
  • Choose how you want forwarded emails handled in your inbox.
5

Complete setup in Thena

Return to Thena and click “Verify” to complete the setup process.

DNS provider-specific instructions

Email provider-specific instructions

Summary

Email that works for modern support teams

Thena’s email integration transforms legacy communication into a modern, structured workflow—fully embedded in your ticketing and customer support operations.
Works out of the box

No complex setup required

Scales with custom domains

Brand your communications

Powered by smart workflows

Automate routine tasks

Seamless across teams

Collaborate without friction