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Slack
Connect Thena to your Slack workspace for seamless support.
Overview
Thena has the most powerful Slack integration in the world—period. Built for high-velocity, modern teams that live in Slack, it turns your conversations into structured workflows, intelligent automation, and instant collaboration. Whether you’re supporting customers, managing internal operations, or streamlining cross-functional feedback loops—Thena makes Slack your command center.
No more swivel-chairing between tools. No more missed messages. Just total control, tailored automation, and deep configurability—all where your team already works.
Important: You must complete Steps 1-2 (installing to the organization and connecting workspaces to teams) before you can access the team-specific Slack configuration settings in Steps 3-7.
Step 1: Connect your Slack workspace
Organization > SourcesNavigate to Organization settings > Sources > Slack. From here:
- Click Install to set up the Slack app.
- Once installed, connect one or more Slack workspaces to Thena.
Step 2: Assign Slack workspaces to teams
Organization > SourcesEach team in Thena (like Customer Support, Solutions, or Product) can connect to one or more Slack workspaces.
- You can assign a single Slack workspace to multiple Thena teams.
- Each team will then manage its own Slack configuration independently.
Why this matters:
Different teams have different workflows. Support might want auto-ticketing from shared customer channels, while Product prefers structured form-based creation. Thena gives every team their own control panel.
Step 3: Configure Slack channels
Teams settings > Sources > SlackEach team can now configure Slack channels. You can:
- Select customer channels – messages from customers become tickets.
- Configure internal helpdesk channels – handle employee requests.
- Set up triage channels – receive updates, not ticket creation.
Why this matters:
By defining channel roles, you eliminate clutter and create a focused, intentional ticketing experience. Only the right messages become tickets.
Step 4: Choose ticket creation strategies
Teams settings > Sources > SlackYou control how tickets get created:
Automatic ticket creation
Every new message triggers a ticket.
React with emoji
React to start ticketing.
Tag @Thena
Use a mention to open a ticket.
Use slash command
Open a form to create a ticket.
Require forms
Enforce structured input.
You can also define a conversation grouping window, so multiple related messages in a short timeframe get merged into one ticket.
Why this matters:
One size never fits all. This gives teams the precision to create structure when needed, and speed when it matters. Whether you’re tracking bugs or routing partner requests, you decide how the work begins.
Step 5: Map Slack groups to Thena groups
Teams settings > Sources > SlackRoute tickets directly to the right Thena group when someone tags a Slack group.
- Map Slack user groups (e.g., @support-engineers) to Thena groups (e.g., Tier 2).
- When that group is tagged, Thena automatically assigns the ticket.
Why this matters:
Automate routing without adding process overhead. Group mentions now double as smart assignment tools. That’s efficient.
Step 6: Set up triage rules
Teams settings > Sources > SlackTriage channels give you a powerful notification layer inside Slack:
- Send ticket notifications to specific Slack channels.
- Define rules using conditions like priority, sentiment, tags, account owner, and more.
- Route to multiple triage channels.
- Create separate threads in each for internal collaboration.
Why this matters:
Triage isn’t just visibility—it’s collaboration. Get the right eyeballs on the right tickets, instantly. And keep your internal discussions focused and in-thread.
Step 7: Use AI prompts to automate ticket enrichment
Teams settings > Sources > SlackEnable the AI prompts section to:
- Detect ticket-worthy messages.
- Automatically generate a clean, clear title.
- Fill in description based on the conversation.
- Predict sentiment (positive, neutral, negative).
- Determine urgency level.
Why this matters:
Your agents should solve problems—not fill out forms. Thena’s AI handles the busywork, so your team can focus on outcomes.
Summary
Thena’s Slack integration doesn’t just check boxes—it rewrites the rulebook. With team-level config, channel-based logic, smart creation modes, rule-based triage, intelligent group routing, and AI-powered enrichment, Thena gives you the deepest Slack integration available today.
Modern teams deserve tools that move as fast as they do. Thena turns Slack into your team’s powerhouse engine for customer experience, operations, and success—built natively for how the best work gets done.