Channels

Use Request Management from your internal Slack triage channel

Triage

During the How to Get Started process you should have set up an internal triage channel. This is a centralized channel for all incoming customer requests.

If you prefer to do a 1:1 internal to external channel, you can do so from either the channel config or by using the Web App config.

Request Management using the Thena Triage Channel

With Request Management you can do the following:

  1. Take a customer request

  • You can take a request by either responding on the customer shared Slack channel or via the internal triage channel. This makes you the assignee & owner of the request.
  1. Assign the request to someone

  • In the internal Slack triage channel (refer back to this guide, if needed) you can click on "assign" and use the dropdown to pick a colleague
  1. Create a ticket to re-route to a ticketing platform

  • Another common workflow is to take & document customer conversations from Slack to your in-house ticketing system. Thena currently has a direct integration with Zendesk, HubSpot, Intercom, and Salesforce. Find out more about our existing integrations, here.
  1. Close the Request

  • Similar to a ticketing platform, once you have resolved the issue you can go ahead and “close”. In the Slack triage channel if you “close” you will see “[name] has closed this request today at [time]”

Adding Thena to private channels

Under usual circumstances, when you opt for a public channel to act as your internal triage channel, the Thena bot gets integrated into that channel automatically. This automatic integration is a convenient feature as it eliminates the need for manual setup or additional intervention.

However, the process varies slightly when you choose a private channel for this purpose. Due to privacy settings inherent to private channels, Thena cannot be added automatically. These channels are designed to keep their interactions limited to only those users who are explicitly invited. Therefore, for Thena to function within a private channel, you will need to incorporate it manually.

To add Thena bot to your private channel, simply navigate to the specific channel where you desire Thena's presence. Once you're in the channel, you can use the search functionality to locate Thena. You can find Thena by using the '@' symbol followed by its name, that is, '@Thena'. As you start typing, matching suggestions should start to appear.

Upon finding Thena in the suggestions, you will need to add it to your channel. Adding Thena manually ensures that even in private channels, you can harness the bot's capabilities to effectively manage your internal triage processes. With Thena added to your private channel, you can look forward to streamlined operations and enhanced productivity.


App Home

Manage Requests from Customers

If you recall, in the How to Get Started guide we recommended adding Thena to the top of your Slack navigation.

Here's a quick flow on how to set that up if you haven't already

  1. Take a customer request

  • From the Thena Slack app, you can take a request by selecting the request and following the workflow through to the internal triage channel.
  1. Assign a request

  • From the Slack app, you can go to the requests assigned to you and pick someone else at the company to take a look.
  1. Create a ticket to re-route to a ticketing platform

  • From the Slack app, you can go to the request and then click on "create a ticket" to send to your ticketing platform.
  1. Close a request

    • From the Slack app, you can find a request that's open and then close it by clicking through the "view notification" and then pressing "close".

Kanban

Thena’s request management workflow on the web is situated within a Kanban operating board.

Thena offers the following stages in the Kanban:

  • Unassigned - a request was detected, but has not yet been picked up by an individual.
  • In progress - a request was detected, and has been assigned to a user OR a ticket has been created and is being worked on.
  • On Hold - a request was detected, and has been placed on hold as it requires time/resources from vendor, or inputs from the customer (e.g. Waiting on customer) OR a ticket has been marked on hold for the same reason.
  • Closed - a request was detected, and has since been resolved OR a ticket has been closed.

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Requests Visibility

Admins see all the requests even if they are not part of the channel. Others see only the requests of the channels they are part of.

Card

The card contains the

  • Customer Icon, Customer Logo for Slack Connect channels (Requestor Icon, Channel Name for Guest Channels)

  • Requestor Name, Urgency (AI Generated), AI Tags, Request Date, Replies in request thread

  • Action buttons

    • Assignee: Can be added/updated from within the card. The assignee will get a notification with the relevant request details.
    • Not a request: Marks the request as invalid. The request will disappear from the Kanban view.
      If a new request is detected on a thread which was previously marked as 'Not a request', then the new request will show up in the Kanban.
  • Optional: Ticket Integration logo (if applicable)

📘

The Not a request feature will help our ML model in accurately predicting requests for specific use cases in every workspace.

If the card has a red highlight, this is because it has not been replied within the First Response Alert timelines, and is pending a response. We have added the :hourglass: icon to highlight that the First Response SLA was triggered, and is yet to be addressed. After an escalated request has been responded to, it will not have the red highlight or the :hourglass:, as the request is no longer requiring an urgent action.

Drawer

  • The AI Generated Title and summary is visible on the left card. Also, the total number of messages, and threads associated with the request along with a CTA to open the relevant request in Slack is available to the user. The actual communication with the customer is highlighted below this.
  • The details include all metadata on the request. This includes
    • Sender, Assigned To, Closed By, Creation and Closure Date.
    • Type, AI Generated Tags, Sentiment, Urgency, {Custom Tags}.
    • CSAT (for Tickets).
  • Internal Thread highlights the internal communication associated with the thread
  • Activity is an audit log of all activity associated with the request.

    Items not currently supported in the Drawer
    • Request ID (Coming by June end), Ticket ID (Coming by early July).
    • Assignment for Tickets (Coming by July end).
    • Ability to copy the request link (Coming early July).
    • Split request (Coming in Q3 end).
    • Suggested Response and associated Helpdesk link (Coming in Q3 end).

Filters in Kanban

The Kanban will automatically show the filters of the last session of an individual user.

  1. Quick Filters
    1. My Requests shows all requests that are assigned to you.
    2. Escalated Requests shows all requests that have not been replied to the customer and have breached the First Response Alert set for a workspace.
  2. Default Filters
    1. Date: This filters on Request Creation date.
    2. Type (Options include Requests, and Tickets)
    3. Assignees (Dropdown of users that have been assigned a request/ticket)
    4. Account Owner (Dropdown of users that are marked as account owners)
    5. Customers (Dropdown of Account Names)
  3. Add Filter Options
    1. Sentiment (AI Generated for requests)
    2. Urgency (AI Generated for requests)
    3. Tags (AI Generated for requests)
    4. Solution Engineer (Dropdown of Solution Engineers configured in Thena)
    5. {{Custom Tag Based Filters }} (If you have setup tags for your Workspace, the relevant tags can be filtered here).
  4. Sort By
    1. Newest/Oldest: Show requests basis when they were created
    2. Recent Activity (Recommended): Shows all requests sorted by the descending order of activity seen in the thread (e.g. If a 30 day old request has a message that was sent a few minutes ago, it would show up higher than a request that is 10 days old but has had no activity in the last few hours).

🚧

Date Range Filters

On first login, Thena will show requests/tickets for the last 30 days.

Manage Requests from Customers

Another way to manage incoming requests is using the Thena Web App

  1. Take a customer request

    • You can take a request by assigning it to yourself in the web app
  1. Assign a request

  • In order to assign a request to someone else, you use the same workflow above but instead of “Assign to Me” you assign to a colleague.
  1. Create a ticket to re-route to a ticketing platform

  • To create a ticket, just click on the “+” and Thena will create a record in your ticketing platform of choice
  1. Close a request

  • Drag and drop the card to "closed"

Download

Users can download all metadata from the Kanban associated with Requests/Tickets for custom use cases. The downloaded csv will show only those filtered rows that are visible in the Kanban.

Tickets

Tickets are visible in the Kanban, albeit with limited functionality. In the Kanban, one can

  • Create a ticket from a request.
  • Change the status of a ticket.
    Things to keep in mind on Tickets
  • Creating a ticket will not work if you have custom attributes for creating a ticket.
  • Unassigned is not a relevant status for a ticket.
  • Ability to assign a ticket from the Kanban is currently not supported.

FAQs

Common

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.

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.

Triage

Unable to create a channel using the webapp for Request Triages

During installation, if you are unable to create a channel for Request Notifications (triages), it is likely because the Slack workspace admin has limited the people who can create public channels (to workspace owners). The setting is found in Permissions tab within Slack settings.

Customer

App Home

Kanban

Why am I not able to see the comments from my support connector on Kanban?

Before Sept 25, 2023, any responses from a support connector will show up in the Kanban as below. This has since been rectified, and now the underlying message is displayed on the Kanban.


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.


How do I go to the relevant support ticket using the Kanban drawer?

Whats the difference between the tags on the card, and the custom fields 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 custom fields 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).

👍

We now have the capability to Auto Assign custom fields using our language models. for more information, click here