Welcome to the Thena Platform technical documentation. This guide will help you understand the platform’s architecture, core components, and integration capabilities. Whether you’re building customer service applications, automating workflows, or integrating with external systems, you’ll find comprehensive technical information about our APIs, data models, and best practices for implementation.

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Core concepts

Organizations and teams

Learn about organizational hierarchy, team management, and routing configurations for efficient workflow distribution.

Tickets

Explore ticket lifecycle, status management, SLAs, and how tickets flow through your organization.

Custom fields

Configure custom fields to extend and customize entities according to your business needs.

Work units

Understand the fundamental unit of work in Thena - how tickets, tasks, and other work items are structured and managed.

Accounts

Manage customer accounts, contacts, and related activities with comprehensive data models.

Workflows

Build automated workflows with triggers, conditions, and actions to streamline operations.

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Integration sources

Thena provides robust integration capabilities with various communication channels and platforms:

Slack integration

Deep Slack integration for ticket management, notifications, and team collaboration with detailed event handling.

Email integration

Email channel setup for ticket creation, updates, and customer communication with advanced configuration options.