Overview

Thena automatically creates incidents in incident.io. The integration is flexible: you can send all Thena requests to incident.io or limit them to only those escalated by the customer.

Properties

Configuration type: Escalated requests

Fields	Configuration	Description
AI-generated summary	Escalated in Slack	The summary generated by Thena AI is sent to incident.io when the incident is created.
Slack permalink	Escalated in Slack	The Slack URL of the customer message where the incident originated.
Escalation reason	Escalated in Slack	The reason was provided while creating an escalation on the request from Slack.
Escalation details	Escalated in Slack	The details were provided while creating an escalation on the request from Slack.
Business impact	Escalated in Slack	The business impact was noted while creating an escalation on the request from Slack.
Escalated by	Escalated in Slack	Name of the customer whose message was escalated.

Configuration type: All Thena requests

Configuration	Fields	Description
All requests	AI-generated summary	The summary generated by Thena AI is sent to incident.io when the incident is created.
All requests	Sentiment	Thena generated sentiment of the request
All requests	Urgency	Thena generated urgency of the request
All requests	Slack permalink	The Slack URL of the customer message where the incident originated.

Get started

Generate an API token in incident.io.
Setup the incident.io credentials in the Thena Web App.

Generate an API token in incident.io

Generate a new API token by following the steps in the incident.io documentation here. It is recommended to generate a new token rather than using an existing one to avoid potential issues if the token is later revoked.

Setup the incident.io credentials on the Thena web app

Navigate to The Thena Web App, and click on 'Add Integration' under incident.io. You should see a modal (illustrated below):

Click on Connect on the top right of the modal.

Enter the API Key generated in incident.io and click 'Continue'.

Configure your preferences for creating incidents in incident.io.

FAQ

Why integrate Thena with incident.io?

Connecting Thena to incident.io auto-creates incidents based on Thena requests, streamlining response and boosting efficiency.

Can users customize how incidents are created from Thena to incident.io?

Users can configure specific Thena requests to reflect in incident.io, tailoring incident workflows to their needs.

Can incidents created from Thena be tracked and managed in incident.io?

Yes, incidents from our integration are directly trackable and manageable in incident.io’s dashboard.

Does editing an incident in incident.io update Thena?

No, the integration is one-way. Updates in incident.io follow the setup in Thena but don’t sync back.

How do we ensure data security between Thena and incident.io?

We follow strict security protocols, with encrypted data transfers ensuring safe exchanges between Thena and incident.io.