Audyense
Thena
Customer Support · www.thena.ai
Overview
Thena is an AI-first customer support platform built for B2B teams that turns conversations in Slack, email, Microsoft Teams, Discord, web chat, and web forms into trackable tickets in one workflow. It uses AI agents to detect requests, auto-triage, route, summarize, and respond, and layers on SLA tracking, CSAT, and reporting. It is used by B2B SaaS companies including Vercel, Amplitude, LaunchDarkly, and incident.io.
The problem Thena solves
B2B support and customer success teams increasingly field requests in shared Slack channels, where conversations get lost and are hard to track, report on, or resolve with SLAs. Thena addresses this by turning Slack, email, Teams, and chat conversations into structured tickets with AI-assisted triage, routing, and responses, plus intuitive Kanban workflows. It is best suited to Slack-centric B2B SaaS teams rather than B2C or phone-first support operations.
Decision context
Use these points to test whether the product fits your operation, not just whether it has a long feature list.
- Published starting price: $29 per user/month. Confirm user, usage, and feature limits for the plan you would actually buy.
- Deployment: cloud. Check security, data-residency, and access requirements for every team that will use it.
- Verified integrations include Slack, Microsoft Teams, Discord, Salesforce, HubSpot, Jira. Validate sync direction and plan limits for the connections that matter.
- This record was last checked on 7/23/2026; pricing and features can change.
How to evaluate Thena
A listing helps create a shortlist; a trial with the team’s real workflow decides whether the tool fits. Use this reading with the structured facts and confirm changes with the vendor.
Workflow fit
The record describes it as a fit for B2B SaaS companies that run customer support through shared Slack channels, Support and customer success teams that want Slack/Teams conversations converted into trackable tickets, Teams wanting AI-assisted triage, routing, and responses without leaving their messaging channels. Check that this context matches the volume, roles, and processes your team needs it to support.
Pilot questions
- Can Thena complete the critical workflow without manual work outside the product?
- Do the recorded connections (Slack, Microsoft Teams, Discord, Salesforce) support the sync direction, permissions, and volume we need?
- What user, usage, storage, support, or security limits appear after the headline starting price?
Evidence and freshness
This record was checked on 7/23/2026. That date tells you when the record was reviewed, not that the vendor has left its terms unchanged since then.
Best for
- B2B SaaS companies that run customer support through shared Slack channels
- Support and customer success teams that want Slack/Teams conversations converted into trackable tickets
- Teams wanting AI-assisted triage, routing, and responses without leaving their messaging channels
Not a fit if
- Consumer/B2C support orgs centered on high-volume phone or public social channels rather than Slack
- Buyers needing a long, deeply-validated enterprise review track record (product and review base are still young)
Why it’s listed
- One of the leading Slack-native / shared-Slack-connect customer support and ticketing platforms for B2B teams
- AI-first approach with request detection, auto-triage, and AI agents across Slack, email, Teams, chat, and forms
- Strong, if early-stage, review signal (top G2 rankings for chat/live support) and adoption by well-known B2B SaaS companies
Pricing
Starter
$29 per user/monthEntry Slack and email support with core AI ticketing for small teams (up to 5 users, up to 1,000 tickets/month).
- Slack & email support
- AI ticket detection
- AI ticket summaries
- AI tagging
- AI assistant
- Up to 1,000 tickets/month
Standard
$79 per user/monthAdds AI web chat, agent studio, and workflow automation on top of Starter.
- Everything in Starter
- AI web chat
- AI agent studio
- MCP & APIs
- AI auto-responses
- AI co-pilot
- AI-powered workflows
Enterprise
$119 per user/monthAdds MS Teams, custom AI deployments, and enterprise security and APIs.
- Everything in Standard
- AI agent custom deployments
- Microsoft Teams
- Enterprise APIs
- Enterprise security
- Unlimited MCP
Features
Integrations
Pros & cons
Pros
- Seamless, bi-directional Slack integration that lets customers get help without leaving Slack
- Intuitive Kanban and ticket-management workflows that are easy to configure and customize
- AI features (ticket detection, summaries, tagging, auto-responses) baked in across plans
- Responsive, thorough vendor customer service noted repeatedly by reviewers
Cons
- Still-maturing product; reviewers note it could use more integrations and features as it develops
- Public review base is small and skews toward smaller teams, limiting broad enterprise validation
- Higher-value AI capabilities (web chat, auto-responses, co-pilot, agent studio) are gated behind pricier tiers
- Enterprise tier list price is steep at $119/user/month
What we found
On G2 Thena is rated very highly, with reviewers praising its Slack-native ticketing, intuitive Kanban workflows, and responsive support; documented criticism is thin, with the main themes being a still-maturing product that needs more integrations and a review base drawn mostly from smaller teams.
Ratings and review counts come from public review platforms. We link to the original source and keep the underlying review text out of this profile.
User reviews
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