July 11, 2024 Updates: New Product Enhancements

We're excited to introduce Thena's new web app, boasting a sleek and modern look and feel. This update not only offers a visually enhanced interface but also provides a faster and more efficient user experience. Additionally, it comes packed with numerous new features and enhancements, making your interactions with Thena smoother and more powerful than ever before.

Custom statuses

Create custom statuses by going to Requests --> Statuses (top-right corner)
All custom statuses must be created under an existing parent status. The default parent statuses are Open, In progress, On hold, and Closed.
- If a parent status has multiple sub-statuses, you must choose a default sub-status for it. If there is only one custom sub-status under a parent, it will automatically be treated as the default.

Filter improvements

"Not set" filter option for custom fields

All custom fields now have a default "Not set" filter option. This enables you quickly update requests that are missing important labels for more rigid analytics reporting.

Quick filters

Use quick filters from Thena to: find all requests assigned to you, look for requests that have breached an SLA, requests that have been escalated (p0), or where the last reply is from a customer.

Match all or match any

When using 2+ filters, you now have the option to match all or match any.
Match all = AND | Match any = OR
Multiple options within the same filter category are treated as ORs.

Requestor filter

Search for requests by requestor name (e.g. "Elon Musk")

Kanban & drawer improvements

New customer reply notification

Kanban cards now have a messaging bubble with a red indicator to notify you when the last reply on thread is from a customer.
Cards with the last reply indicator may require more immediate attention and/or contain next steps for the vendor.

New order by options:

Sort & prioritize your requests by:

Last reply
Last customer reply
First response SLA
Closure SLA
CreatedAT date

Slack profile card

New on-hover effect in drawer to pull up more customer information such as name & timezone.
Start a DM in Slack. DMs will open up your Slack app.
Start a Slack huddle with customers. Slack huddles will open up your Slack app.

Quick status picker

Change status on an existing request by clicking to the left of the request id
Type/search for any existing custom status

Open in Slack shortcut

Move seamlessly between the Thena web app, and Slack

Card/drawer display options

Pick and choose which fields are shown on Thena request cards and the Thena request drawer
Options to pick from Thena metadata or a connected CRM integration.
Show closed requests from past week, past month, or all time.

Other enhancements

HTML formatting in reply from Kanban

Replies from the Thena Kanban now use HTML as opposed to Slack's context block kit. This retains formatting and gets rid of unwanted text wrapping or truncating in Slack