Snapshot
Continue to About ↓- What it does
- Thena is a customer support and help desk platform built for B2B software teams.
More detail
- It turns conversations from Slack, Microsoft Teams, email, and chat into trackable tickets, and adds AI agents that can answer routine questions and run account tasks such as provisioning, renewals, and reporting, with hand-off to human agents.
- Best for
- B2B SaaS support teams whose customers reach out through shared Slack or Microsoft Teams channels and who want ticketing plus AI agents for repetitive and account-level work.
More detail
- Small to mid-sized teams fit well, since the Starter tier covers up to 10 seats and 1,000 tickets per month.
- Pricing
- Subscription pricing per user per month on annual billing: Starter $29 (up to 10 seats, up to 1,000 tickets/month, Slack and email, account management, up to 2 help centers)
More detail
- Standard $79 (adds AI web chat, AI agent studio, MCP, and APIs)
- Enterprise $119 (adds AI agent custom deployments, MS Teams,
- Main limitation
- Consumer-only or e-commerce support teams, because the product is positioned for B2B rather than consumer support.
More detail
- Teams committed to Microsoft Teams on a lower budget should note that MS Teams is listed only on the Enterprise tier, while larger or higher-volume teams should confirm ticket overage, monthly billing, and free plan limits, which are not published.
- Record
- Living and monitored
- Reviewed
- Evidence
- Public web research
- Machine access
- Structured profile ↗
About
- Thena is a customer support and help desk platform built for B2B software teams.
- It turns conversations from Slack, Microsoft Teams, email, and chat into trackable tickets, and adds AI agents that can answer routine questions and run account tasks such as provisioning, renewals, and reporting, with hand-off to human agents.
What it helps with
- Customer support requests arrive scattered across Slack, Teams, email, and chat with no single tracking system.
- Tickets need manual triage, assignment, and prioritization across teams.
- Repetitive first-line questions consume human agent time.
- Support knowledge is fragmented across help centers, articles, and agents' heads.
- Account context such as contacts, tasks, and notes is lost between conversations and tickets.
Capabilities
A practical view of what is available and where limitations apply.
| Offering | Available | Detail |
|---|---|---|
| Omnichannel ticketing | Yes | Converts Slack, email, live chat, web forms, Microsoft Teams, and Discord conversations into trackable tickets. |
| Auto-routing and SLA | Yes | Groups with custom assignment logic, routing, custom fields, SLA policies, notifications, and team boards. |
| AI agents | Yes | AI can answer questions, apply fields, create tickets, escalate, and run B2B tasks such as provisioning, renewals, and reporting; AI agent studio and custom deployments are plan-dependent. |
| Knowledge base and help centers | Yes | Branded private or public help centers with articles and live collaboration, up to 2 help centers on Starter. |
| Account management | Yes | Account tables and fields, contact fields, tasks, notes, activities, and views tied to tickets. |
| Multi-channel broadcasts | Yes | Product updates and announcements across Slack, Teams, and email with account-level targeting. |
| Analytics and CSAT | Yes | Insights, CSAT collection, and feedback tracking. |
| Free plan | Limited | A free plan exists with no credit card required, but its seat, ticket, and feature limits are not published. |
| Microsoft Teams channel | Limited | Listed among channels, but pricing lists MS Teams only on the Enterprise tier, an internal inconsistency in first-party content. |
| Independent quality evidence | Unknown | No independent review pages or press coverage were retrieved; vendor metrics such as 50% fewer tickets are unaudited marketing claims. |
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Evidence
Where this record came from, when it was reviewed, and how confidently it can be used.
- Verification
- Scribble researched these facts from the linked public sources.
- The owner has not manually confirmed every field.
- Last reviewed
- Primary source
- thena.ai
Technical profile details
Record ID
a9e08dc8-46cf-4527-b975-1990dc3c8382Canonical URLhttps://profiles.scribble.network/listing/thena-a9e08dc8