Internal threads in Thena give your team a focused space to collaborate on a customer ticket without disrupting the external conversation. You can keep it fully internal or optionally link it to a Slack channel for real-time collaboration.

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What are internal threads?

✨ Internal threads live within a ticket and are meant for internal discussion. You can:

  • Loop in other teams like engineering or product.
  • Share updates or decisions.
  • Attach files or media.
  • Link discussions to Slack channels.

These threads are only visible to your internal team—customers never see them.

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How internal threads work

⚙️ From Thena:

  1. Open any ticket from your Customer support → Tickets view.
  2. Click on the Internal threads tab.
  3. Start a new thread or view existing ones.
  4. Optionally connect the thread to a Slack channel for live triage.

If triage is enabled on your workspace, a default internal thread is auto-created and connected to the appropriate Slack channel.

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Connecting to Slack

1

Triage block posted

A triage block appears in the Slack channel with a summary of the customer request.

2

Thread becomes connected

The Slack thread under that triage block becomes the internal thread.

3

Bi-directional sync

You can reply in Slack or Thena—messages stay fully synced.

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Supported features in internal threads

Rich text formatting

Format messages with bold, italic, lists, and more.

File attachments

Share documents and files directly in threads.

Images

Include screenshots and visual references.

User mentions & notifications

Tag teammates to loop them into discussions.

Editing & deleting messages

Update or remove messages after sending.

Slack-linked threads

Connect threads to Slack for real-time collaboration.

Multiple threads per ticket

Create separate threads for different aspects of a ticket.

Auto-thread on triage

Automatic thread creation for triage-enabled tickets.

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Real-time sync with Slack

Post message

Send messages from either platform.

Edit message

Update messages after sending.

Delete message

Remove messages from either platform.

Attach files/images

Share documents and visual content.

Mention users

Tag teammates in discussions.

Use Slack identity

Post as yourself when authorized.

👍
If someone is mentioned in an internal thread, they’ll receive a notification (as long as they’ve enabled notifications in their settings).

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Pro tips

Triage efficiently

Use internal threads to handle complex issues without cluttering customer-facing messages.

Be specific

Keep your Slack channel selection purposeful (e.g. #eng-bugs, #product-feedback).

Post as yourself

Ensure Slack auth is enabled to maintain your identity across platforms.

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Use cases

Cross-team collaboration

Loop in engineering teams to troubleshoot technical issues without exposing technical details to customers.

Knowledge sharing

Document solutions and workarounds for similar issues that might arise in the future.

Ticket escalation

Coordinate escalation paths and gather necessary context before transferring tickets to specialized teams.

Training and coaching

Use threads to provide feedback to team members on their customer interactions without customers seeing it.

Decision documentation

Record why certain decisions were made for future reference and accountability.