Victor
Last updated: 25 June 2025
Q: What’s new in the platform when it comes to team organization?
A: Thena now enables you to create and manage multiple teams tailored to specific functions—such as support, customer success, sales, product, engineering, IT, HR ops, etc. Each team can operate within its own team board, collaborate in real time, and seamlessly create sub-issues (launching soon) across teams when needed. For example, a support agent can escalate a bug to engineering without leaving the platform, keeping all stakeholders informed and eliminating operational silos.
Q: Is the new platform powered by AI agents, and how do they enhance operations?
A: Yes, Thena’s new platform is built with AI at its core, powered by intelligent agents designed to automate and streamline a wide range of tasks. These agents can perform actions such as status updates, ticket summarization, and L1 query deflection—significantly reducing manual effort and improving response times.
More AI agents are in development and will be rolled out soon.
Q: Can I integrate multiple Slack workspaces and keep everything in sync?
A: Yes, absolutely. Thena supports multi-workspace Slack integration, allowing organizations with distributed teams to unify communication across Slack instances. Whether your teams operate in separate workspaces or regions, Thena ensures everyone remains connected and aligned—without the need for switching tools or losing context.
Q: How does Thena handle user management, SLAs, and access control?
A: Thena offers an enhanced Role-Based Access Control (RBAC) system (launching soon), enabling granular permission management and zero-trust security. You can define roles, control access at both user and team levels, and maintain compliance with enterprise-grade standards. The platform also includes configurable SLAs and advanced workflow automation to help teams stay efficient and meet customer expectations consistently.
Q: Can our teams build custom apps within Thena?
A: Yes! Thena includes a robust SDK that allows your development team to build and deploy custom apps directly within the platform. Whether you need internal tools, specialized integrations, or enhanced functionality tailored to your workflows, Thena’s flexible app framework empowers you to innovate without relying on third-party platforms.
Q: Is the new Thena platform user-friendly?
A: Absolutely! Thena has been redesigned with a focus on user experience—delivering powerful capabilities through an intuitive, modern interface. Whether you’re technical or non-technical, your team will find it easy to adopt, navigate, and make the most of Thena’s features, all while operating more efficiently than ever before.
Q: Can each team integrate with separate tools like Email, Slack, MS Teams, Web Chat, or Discord—and maintain independent settings?
A: Yes. Each team board in Thena can be independently integrated with different channels such as Email, Slack, MS Teams, Web Chat, or Discord (launching soon). Moreover, each team can maintain its own settings—ensuring configurations, workflows, and automations do not interfere with other boards. This isolation ensures operational clarity and flexibility while maintaining full control across departments.
Q: Why is this important for my organization?
A: By consolidating communication channels, workflows, permissions, and automation within a single platform, Thena empowers your teams to deliver faster, smarter, and more consistent customer experiences. The result is greater cross-functional alignment, improved productivity, and a future-ready operating model that scales as your organization evolves.
