FAQs on Kanban

Why do I see different requests to my manager or teammate?

Thena admins see all the requests even if they are not part of a channel. Thena users see only the requests of the channels they are part of.

What does the 'Not a request' button do?

If a message has incorrectly been detected as a request, you can click on 'Not a Request' option. Thena will automatically remove this message as an existing request. Also, the Not a request feature will help our ML model in accurately predicting requests for specific use cases in every workspace.

How do dates work in the Kanban?

On first login, Thena will show requests/tickets created in the last 30 days. If you select specific dates in the date filter (e.g. Aug 2, 2023 to Aug 10, 2023), then the webapp will 'remember' those dates as long as the login session is active.

However, if you select the 'Last 1 week', 'Last 2 weeks', 'Last Month', 'All Time' and other rolling filters, then the Kanban will auto update with the latest incoming requests also.

Note On logout, we currently do not store the dates/filters associated with a user. This is a change that will be released shortly.

📘

The dates are used to filter requests created within the time period.

Why do certain requests show up with the requestor image and the channel name, instead of the workspace image and workspace name?

When a request is detected on a guest channel, we do not show the workspace image/workspace name as that will be the vendor workspace, and thus add limited context to the underlying request.

In such scenarios, we have defaulted to showing the channel name, and the requestor image, as those are still helpful in understanding where the request is coming from.

Why do the message counts differ between the Kanban card and drawer?

The Kanban Card shows the number of replies to a particular request in Slack. This is meant to help the user see the engagement on a particular request thread.

The Request Drawer shows the number of total comments in the request (including the message that has generated the request. The number of messages, and threads are used to see if this request is part of a grouping, and what the associated threads are in the relevant grouping.

Whats the difference between the tags on the card, and the tags that we create?

The tags on a request card are generated by AI without any supervision. They are a proactive way of identifying what a particular request is about, and using the AI tag to generate deeper insights on the requests raised by customers.

The tags that a user creates are specific to their requirements and processes, and help the Customer facing teams with their workflows. We have seen teams use tags to track their Internal Statuses (e.g. In Product, In Engineering, In Testing, In Backlog), Product, Customer Tier and more. In Thena, we use the below tags for our own workflows: Product (Request, Connectors, Analytics, Email to Slack etc), Category (ARR: Tier 1 , Tier 2, Tier 3), Customer Risk (High, Medium, Low), GTM Priority (For the GTM teams to express the urgency of an ask), and links (for Linear/ Figma etc).