Each customer ask is encapsulated into what is known as a Thena Request (or just Request). Each Request has states associated with it (Unassigned, In-Progress, On-Hold, Closed) and other metadata and properties that help you streamline your customer management at scale.

You can use Request Management even if your customers don't live on Slack. Today, here are the different use channels that are supported:

Slack Connect
Email
Web-widget
Microsoft Teams

Features

Here are some of the key features in Request Management:

AI-based Automatic Request Detection
Auto Responders (rule based)
Custom Fields
SLAs
Analytics