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Product Updates - July, 2024 🚀

July 11th, 2024

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