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Overview

Intelligent Ticket Routing

Unified Communication

Automated Responses

Support Analytics

Key Features

Common Workflows

Best Practices

Integration Options

Getting Started

Streamline support operations with intelligent ticket routing and automation

Customer Support

Thena AI

Complete API reference documentation for the Thena platform.

Introduction

Introducing internal threads and emoji actions for faster team collaboration.

🔗 May 10th, 2025

Advanced APIs release and enhanced Kanban board with row pivoting.

⚡ May 1st, 2025

A new Accounts experience with unified view, tasks, notes, and custom fields.

🏢 April 24th, 2025

Smarter notifications, internal threads, and customizable themes.

🔔 April 17th, 2025

Say hello to the new Thena — where AI, service, and scale meet for modern B2B teams.

🚀 April 10th, 2025

Learn about the core concepts and capabilities of the Thena Platform

Introduction to Platform

Quick start guide to begin using the Thena Platform

Understanding Thena Platform's security model and access control system

Authentication & Authorization

Managing access control and permissions in Thena Platform

Permission Management

Understanding organizations in the Thena Platform

Oveview

Understanding teams and their implementation in the Thena Platform

Managing team members and their roles in the Thena Platform

Members

Configure and manage ticket routing rules for teams

Routing

Track and analyze time spent on support activities

Time Tracking

Configure and manage team skills for efficient ticket routing

Skills Management

Understanding work units and their implementation in the Thena Platform

Understanding tickets and their implementation in the Thena Platform

Understanding the ticket lifecycle and status transitions in the Thena Platform

Lifecycle

Understanding and managing ticket statuses in the Thena Platform

Status Management

Understanding standard ticket fields and tags in the Thena Platform

Fields and Tags

Understanding and managing ticket drafts in the Thena Platform

Draft Tickets

Configure and manage SLA policies for tickets

SLA (Service Level Agreements)

Understanding custom fields in the Thena Platform

Available custom field types in the Thena Platform

Types

How to configure custom fields in the Thena Platform

Configuration

Setting up validation rules for custom fields

Validation

Introduction to forms in the Thena Platform

Forms Overview

Step-by-step guide to building forms in the Thena Platform

Building Forms

Implementing validation for forms in the Thena Platform

Form Validation

Creating and managing custom fields in the Thena Platform

Custom Fields

Understanding accounts and their implementation in the Thena Platform

Managing customer contacts and their roles within accounts

Contacts

Track and manage all interactions with customer accounts

Activities

Document and manage account-related information and updates

Notes

Manage and track account-related action items and follow-ups

Tasks

Connect Thena Platform with Slack for seamless ticket management and collaboration

Understanding Slack events and their integration with Thena workflows

Slack Events

Available Slack activities and their usage in Thena workflows

Slack Activities

Step-by-step guide to install and configure the Slack integration

Installation

Configure Slack integration settings for your team

Integrate Thena Platform with Microsoft Teams for unified ticket management

Microsoft Teams Integration

Configure email-based ticket management in Thena Platform

Email Integration

Configure email domains and team email addresses for Thena Platform

Email Configuration

Comprehensive guide to all events emitted by the Thena platform

Platform events

Complete list of all events available in the Thena platform

Platform events list

Guidelines and recommendations for optimal use of the Thena Platform

Comprehensive security guidelines for the Thena Platform

Security Best Practices

Guidelines for optimizing performance on the Thena Platform

Performance Best Practices

Guidelines for building scalable applications on the Thena Platform

Scalability Best Practices

Build AI-powered applications with Thena App Studio

Introduction to App Studio

Learn how to build applications in Thena App Studio

Building Apps

Deploy your Thena applications to production

Deployment

Build and manage AI agents with advanced capabilities

Agent Studio

Complete API reference documentation for the Thena Platform

API Reference

Core infrastructure services for the Thena platform

Platform APIs

Build and manage custom applications on Thena

App Studio APIs

Create and manage AI agents with advanced capabilities

Agent Studio APIs

Enable seamless collaboration across teams with shared workspaces and integrated tools

Team Collaboration

Automate repetitive tasks and complex workflows with AI-powered decision making

Workflow Automation

Create, organize, and share knowledge base content for improved self-service

Knowledge Management

Manage customer accounts, track relationships, and monitor account health

Account Management

Track customer interactions, preferences, and communication history for personalized support

Guides

Customer Support

Overview

Key Features

Intelligent Ticket Routing

Unified Communication

Automated Responses

Support Analytics

Common Workflows

Best Practices

Response Templates

SLA Management

Team Structure

Knowledge Base

Integration Options

Getting Started

Guides

​Overview

​Key Features

​Intelligent Ticket Routing

​Unified Communication

​Automated Responses

​Support Analytics

​Common Workflows

​Best Practices

Response Templates

SLA Management

Team Structure

Knowledge Base

​Integration Options

​Getting Started

Overview

Key Features

Intelligent Ticket Routing

Unified Communication

Automated Responses

Support Analytics

Common Workflows

Best Practices

Integration Options

Getting Started