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Thena platform’s email integration enables organizations to manage tickets through email channels. This integration allows for seamless conversion of email communications into tickets while maintaining the entire conversation history.

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Key features

Email to ticket

• Automatic ticket creation
• Thread maintenance
• Attachment handling

Smart routing

• Email address based team routing
• Priority detection (coming soon)

Email management

• Custom email addresses
• Domain verification
• Alias management

Response handling

• Threaded responses
• Rich text formatting
• Attachment support

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Email configuration

Setup options:
  • Custom support email
  • Multiple email aliases
  • Department-specific addresses
  • Domain verification
Email security features:
  • SPF records
  • DKIM configuration
  • DMARC policies
  • Spam protection

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Email processing

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Inbound handling

Ticket creation

• New email detection
• Thread identification
• Metadata extraction

Content processing

• Email address categorization
• Attachment handling

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Outbound handling

Response management

• White label responses
• Signature handling (coming soon)
• Format preservation
• Thread maintenance

Delivery control

• Send rate limits handling
• Delivery tracking
• Bounce handling
• Error management

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Getting started

1

Domain setup

Configure your email domain and DNS records
2

Email configuration

Set up email addresses and aliases
3

Sender configuration

Configure sender preferences
4

Start receiving emails

Receive incoming emails and respond as needed

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Best practices

Email management

• Regular monitoring
• Response time tracking
• Monitor spam email

Security

• Regular DNS updates
• Security monitoring
• Access control
• Monitor audit log