The customer portal in Thena provides a dedicated, secure space for your customers to create, manage, and track their support requests. It streamlines communication, ensures transparency, and empowers customers to find the information they need, when they need it.With the portal, you can:
Offer a branded, self-service experience
Control which teams and forms customers can access
Manage user access with role-based permissions
Centralize all customer communication in one place
To get started, you’ll need to enable the customer portal for specific accounts.
Navigate to Accounts page: Click on an account from the accounts list.
Find customer portal settings: Look for the Customer Portal section.
Enable and configure: Toggle the portal on and select the teams the customer should have access to. This ensures they can only submit tickets to the relevant teams.
You can update team access anytime, giving you full control over what your customers can see and do.
Only admins on the vendor side have the ability to enable the customer portal for an account.
You can invite customer contacts to the portal directly from the account table or from the account page. They will receive an email invitation to set up their password and log in.
Only admins on the vendor side can invite users to the customer portal.
User roles
The portal supports two user roles:
Customer admin: Can invite other users from their organization and has full visibility into all tickets for their organization.
Customer user: Can create and view their own tickets. Cannot invite other users.
Access control
Access is managed at the account level. You can easily revoke access or resend invitations as needed. All user management is handled securely, ensuring only authorized individuals can access the portal.
Customers can log in to the portal by navigating to dashboard.thena.ai. They can use their username and password or sign in with an SSO provider like Google.
Thena makes link sharing simple with unified URLs. A single ticket link, like https://dashboard.thena.ai/dashboard/T54BFQRJAY?ticketId=R12AB34C56DEF78G90HIJ12KL34MN56O, works for everyone.
For vendors: The link opens the ticket in the standard Thena dashboard.
For customers: The same link directs them to the ticket view in their customer portal.
This eliminates confusion and ensures everyone gets to the right place with a single click.
Customers can interact with your team directly on the ticket, ensuring all communication is tracked and centralized. Replies are updated in real-time, and notifications keep everyone in the loop.