# Thena Documentation > Manage customers in Slack and Microsoft Teams ## Guides - [Getting started](https://help.thena.ai/docs/getting-started.md): Guide to Thena onboarding. One stop ticketing shop for customer support. - [Requests](https://help.thena.ai/docs/requests.md): Create requests from messages on Slack, web, email, and Microsoft Teams. - [Statuses](https://help.thena.ai/docs/statuses.md): Manage statuses with ease—create, edit, delete—and manage workflows. - [SLA](https://help.thena.ai/docs/sla.md): Service level agreement policies offer flexible rules and customizable conditions. - [CSAT](https://help.thena.ai/docs/csat.md): Receive CSAT scores on Thena requests in Slack. - [Merge](https://help.thena.ai/docs/merge.md): Merge consolidates similar customer requests into one. - [Custom fields](https://help.thena.ai/docs/custom-fields.md): Tag and categorize requests with specific, and customizable labels. - [External links](https://help.thena.ai/docs/external-links.md): Search external links associated with Thena requests. - [Escalation](https://help.thena.ai/docs/escalation.md): Enable your customers to escalate their requests directly from Slack. - [Customer portal](https://help.thena.ai/docs/customer-portal.md): Allow your customers to create, view, and manage their requests through a designated portal. - [Internal helpdesk](https://help.thena.ai/docs/internal-helpdesk.md): Comprehensive internal ticketing suite for Slack. - [Roles & access](https://help.thena.ai/docs/roles-and-access.md): Customize roles and access. - [Accounts](https://help.thena.ai/docs/accounts-.md): Create and manage customer relationships. - [Contacts](https://help.thena.ai/docs/contacts-.md): View customer contacts. - [Analytics](https://help.thena.ai/docs/analytics.md) - [Workflows](https://help.thena.ai/docs/workflows.md): Automate actions based on triggers and conditions within Thena. - [Help center](https://help.thena.ai/docs/help-centers.md): Create, collaborate, customize knowledge. - [Broadcasts](https://help.thena.ai/docs/broadcasts.md) - [Data export](https://help.thena.ai/docs/data-export.md): Export all Thena requests to CSV or JSON with ease. - [Webhooks](https://help.thena.ai/docs/webhooks.md) - [Triage](https://help.thena.ai/docs/triage.md): Consolidate request notifications across your customer communications in Slack. - [Alerts](https://help.thena.ai/docs/alerts.md): Slack alerts for escalations, CSATs, and SLA breaches. - [Kanban](https://help.thena.ai/docs/kanban.md): Streamlined request management with intuitive lanes, detailed insights, and seamless integration. - [List view](https://help.thena.ai/docs/list-view.md) - [Filters](https://help.thena.ai/docs/filters.md): Filter requests by any data point. - [Favorites](https://help.thena.ai/docs/favorites.md): Pin your priorities by marking them as favorites. Find them fast. - [Display view](https://help.thena.ai/docs/display-view.md) - [Saved views](https://help.thena.ai/docs/saved-views.md) - [Drawer](https://help.thena.ai/docs/drawer.md): One place to manage customer conversations. - [Drafts](https://help.thena.ai/docs/drafts.md): Track. Save. Resume. Respond. - [Snooze](https://help.thena.ai/docs/snooze.md): Pause and resume requests. - [Inbox](https://help.thena.ai/docs/inbox.md): Stay on top of your requests with real-time updates in one place. - [Search](https://help.thena.ai/docs/search.md): Search. Find. Act. Instantly. - [Snippets](https://help.thena.ai/docs/snippets.md): Easy way to save and reuse messages. - [Auto-responder](https://help.thena.ai/docs/auto-responder.md): Instant replies when you're off the clock. - [Automations](https://help.thena.ai/docs/setting-automations.md): Automate workflows to eliminate repetitive tasks and focus on what matters most. - [AI summaries](https://help.thena.ai/docs/ai-summaries.md) - [AI agent](https://help.thena.ai/docs/ai-agent.md): Ask AI to generate responses for you. - [Shortcuts](https://help.thena.ai/docs/shortcuts.md): Quickly perform actions using predefined shortcuts. - [Slack](https://help.thena.ai/docs/slack.md) - [Overview](https://help.thena.ai/docs/email-overview.md): Route your emails to Thena platform. - [Setup](https://help.thena.ai/docs/email-setup.md): Comprehensive guide to email integration with Thena. - [Overview](https://help.thena.ai/docs/webchat-overview.md): Route web chat messages to Slack and Thena. - [Setup](https://help.thena.ai/docs/webchat-setup.md): Guide to configure Thena web chat. - [Microsoft Teams](https://help.thena.ai/docs/microsoft-teams.md): Improve your customer collaboration by connecting seamlessly with Teams while operating smoothly within Slack. - [Hubspot CRM](https://help.thena.ai/docs/hubspot-crm.md): Sync Hubspot CRM data with Thena - [Salesforce CRM](https://help.thena.ai/docs/salesforce-crm.md): Sync Salesforce CRM data with Thena - [AI Summaries](https://help.thena.ai/docs/ai-summaries-1.md): Set up AI summaries against your Salesforce accounts based on Slack conversations - [Thena -> Salesforce](https://help.thena.ai/docs/thena-salesforce.md): Send Thena requests to Salesforce - [Salesforce CRM -> Thena](https://help.thena.ai/docs/salesforce-crm-thena.md): Map your Salesforce account to Thena - [Vitally](https://help.thena.ai/docs/vitally.md): Sync Thena requests to Vitally - [Linear](https://help.thena.ai/docs/linear.md): Integrate your product workflows on Linear with Thena requests. - [Jira](https://help.thena.ai/docs/jira.md): Manage and create Jira tickets directly in Thena. - [Zendesk](https://help.thena.ai/docs/zendesk.md): Bi-directionally integrate Slack and Zendesk. - [Salesforce cases](https://help.thena.ai/docs/salesforce-cases.md): Bi-directionally integrate Slack and Salesforce cases. - [Intercom](https://help.thena.ai/docs/intercom.md): Create a bi-directional connection between conversations in Slack and chats in Intercom - [Rootly](https://help.thena.ai/docs/rootly.md): Send Thena requests to Rootly. - [PagerDuty](https://help.thena.ai/docs/pagerduty.md): Send Thena requests to PagerDuty - [incident.io](https://help.thena.ai/docs/incidentio.md): Send Thena requests to incident.io - [Opsgenie](https://help.thena.ai/docs/opsgenie.md): Send Requests escalated in Slack to Opsgenie - [Appearance](https://help.thena.ai/docs/appearance.md): Your Thena, your preference. - [Profile](https://help.thena.ai/docs/profile.md): Select reply preferences. ## API Reference - [Get all requests](https://help.thena.ai/reference/get-all-requests.md): Retrieves all requests for a workspace, sorted by createdAt - [Create a new request](https://help.thena.ai/reference/create-request.md): Creates a new request with the provided details - [Get a request by id](https://help.thena.ai/reference/get-request-by-id.md): Retrieves a request by its id - [Update a request](https://help.thena.ai/reference/update-request.md): Updates a request by its id - [Get all sub statuses for an installation](https://help.thena.ai/reference/get-custom-status.md): Retrieves all sub statuses for an installation - [Get conversations for a request](https://help.thena.ai/reference/get-conversations.md): Retrieves all conversations associated with a specific request - [Get all accounts](https://help.thena.ai/reference/get-all-accounts.md): Retrieves all accounts for a workspace, with pagination and filtering options - [Get all users](https://help.thena.ai/reference/get-all-users.md): Retrieves all users for a workspace - [Get a user by id](https://help.thena.ai/reference/get-user-by-id.md): Retrieves a user by id - [Get all custom fields](https://help.thena.ai/reference/get-all-custom-fields.md): Get all custom fields for a workspace - [Create a new form](https://help.thena.ai/reference/create-form.md): Creates a new form with the provided details. The form name and display name must be unique within the installation. - [Batch update forms](https://help.thena.ai/reference/update-forms.md): Update multiple forms in a single request. Supports: - Updating form properties (name, displayName, description, etc.) - Updating form fields and their properties - Setting a form as default - Managing form conditions Note: Version number is required for concurrency control - [Delete multiple forms](https://help.thena.ai/reference/delete-form.md): Delete multiple forms in a single request. Note: - Version number is required for concurrency control - Default forms cannot be deleted - At least one form must be specified - [Get all forms](https://help.thena.ai/reference/get-workspace-forms.md): Retrieve all forms with pagination support - [Get form by ID](https://help.thena.ai/reference/get-forms-by-formid.md): Retrieve a specific form by its ID - [Search forms](https://help.thena.ai/reference/forms-search.md): Search forms based on a search term with pagination support. Searches through form names, display names, and descriptions. - [Get all requests](https://help.thena.ai/reference/get-v3-requests-1.md): This endpoint returns all requests, sorted in the order they were created (oldest to newest). ## Response parameters The response consists of several key fields. Below is a detailed description of each: ### Request information - `data.results[].id`: Unique identifier for the request. - `data.results[].created_at`: Timestamp of request creation. - `data.results[].updated_at`: Timestamp of the latest update to the request. - `data.results[].status`: Current status of the request (e.g., `OPEN`, `ASSIGNED`, `CONVERTED_TO_TICKET`). - `data.results[].sub_status`: Sub-status of the request, if applicable. - `data.results[].source`: The source that detected or created the request (e.g., AI, MANUAL). ### Original message - `data.results[].original_message_ts`: Timestamp of the original message. - `data.results[].original_message_text`: Text of the original message. - `data.results[].original_message_source`: Platform of the original message (e.g., SLACK). - `data.results[].original_message_user_id`: ID of the user who sent the message. - `data.results[].original_message_permalink`: URL link to the original message. - `data.results[].original_message_user_name`: Display name of the user. - `data.results[].original_message_user_slack_name`: Slack username of the user. - `data.results[].original_message_user_slack_profile_real_name`: Real name of the user from their Slack profile. - `data.results[].original_message_user_slack_profile_image_48`: URL to the 48px Slack profile image. - `data.results[].original_message_user_slack_profile_image_72`: URL to the 72px Slack profile image. - `data.results[].original_message_user_slack_profile_image_512`: URL to the 512px Slack profile image. ### SLA metrics #### First response SLA - `data.results[].sla_metrics.first_response_sla.is_valid`: Whether the first response SLA is valid. - `data.results[].sla_metrics.first_response_sla.evaluated_state`: Evaluated state of the first response SLA. - `data.results[].sla_metrics.first_response_sla.is_breached`: Whether the first response SLA was breached. #### Resolution SLA - `data.results[].sla_metrics.resolution_sla.is_valid`: Whether the resolution SLA is valid. - `data.results[].sla_metrics.resolution_sla.evaluated_state`: Evaluated state of the resolution SLA. - `data.results[].sla_metrics.resolution_sla.is_breached`: Whether the resolution SLA was breached. ### First response time - `data.results[].first_response_time.ts`: Timestamp of the first response. - `data.results[].first_response_time.actual_time`: Actual time taken for the first response. - `data.results[].first_response_time.time_in_working_hours`: Time spent in working hours for the first response. ### Custom fields - `data.results[].custom_fields`: Array of custom fields associated with the request. - `data.results[].custom_fields_v2`: Array of version 2 custom fields. ### AI metadata - `data.results[].ai_metadata.title`: AI-generated title for the request. - `data.results[].ai_metadata.titleSource`: Source of the title (e.g., AI). - `data.results[].ai_metadata.summary`: AI-generated summary of the request. - `data.results[].ai_metadata.summarySource`: Source of the summary (e.g., AI). - `data.results[].ai_metadata.tags[]`: AI-generated tags associated with the request. - `data.results[].ai_metadata.category`: AI-assigned category (e.g., Data, Product). - `data.results[].ai_metadata.userDefinedTags`: Tags defined by the user. - `data.results[].ai_metadata.urgency`: AI-determined urgency (e.g., Low). - `data.results[].ai_metadata.urgencySource`: Source of the urgency level (e.g., AI). - `data.results[].ai_metadata.actionable`: Whether the request is actionable. - `data.results[].ai_metadata.sentiment`: AI-determined sentiment (e.g., Neutral). - `data.results[].ai_metadata.sentimentSource`: Source of the sentiment. - `data.results[].ai_metadata.updatedOn`: Timestamp when the AI metadata was last updated. ### Additional information - `data.results[].feedback`: Array of feedback for the request, if any. - `data.results[].escalation_type`: Type of escalation (e.g., automatic). - `data.results[].escalation_details`: Details about the escalation, if any. - `data.results[].external_links`: Array of external links associated with the request. - `data.results[].slack_triage_notification_message.ts`: Timestamp of the Slack triage notification. - `data.results[].slack_triage_notification_message.channel`: Slack channel where the triage notification was posted. - `data.results[].slack_triage_notification_message.permalink`: URL permalink to the Slack triage notification. ### Subscribers and tickets - `data.results[].subscribers[]`: List of users subscribed to request updates. - `data.results[].associated_ticket`: Details of any associated ticket. ### Pagination - `data.next_cursor`: Cursor for paginating the next request. - [Update request](https://help.thena.ai/reference/patch-v3-requests-v2-mutate-id-1.md): This endpoint allows for updating various fields of a request using its id. The following fields can be updated: - **status**: A string representing the status of the request. - **ai_metadata**: An object containing metadata generated by Thena AI. Only `urgency` and `sentiment` are updatable. - **sub_status**: An id representing a sub-status, which can be fetched via the `GetAllStatuses` endpoint. - **assigned_to_user_id**: An id representing the user assigned to the request, which can be fetched via another endpoint. - **custom_fields**: An object representing custom fields associated with the request. ### **AI metadata schema** ``` json { "title": "String", "summary": "String", "internal_summary": "String", "tags": ["String"], "category": "String", "userDefinedTags": ["String"], "urgency": "String", "urgencySource": { "type": "String", "default": "AI" }, "actionable": "String", "sentiment": "String", "sentimentSource": { "type": "String", "default": "AI" }, "updatedOn": "Date" } ``` ### Custom fields schema ``` json [ { "category_name": "String", "values": [ { "name": "String", "value": "String" } ], "manual": { "type": "Boolean", "default": true } } ] ``` - [Get custom fields](https://help.thena.ai/reference/get-v3-custom-fields-1.md): Get all the custom fields for your workspace! ## Response parameters - `id`: Unique identifier for the custom field. - `workspace_id`: Unique identifier for the workspace the custom field belongs to. - `field_name`: Name of the custom field. - `type`: Type of the custom field (e.g., `text`, `select`). - `available_values[]`: List of available values for the custom field. - `capture_change`: Indicates if changes to this field are captured. - `mandatory_on_close`: Indicates if the field is mandatory when closing the request. - `autoassign_by_ai`: Indicates if the field is automatically assigned by AI. - `is_deleted`: Indicates if the field is deleted or inactive. ## Changelog - [Save your analytics view 💡](https://help.thena.ai/changelog/save-your-analytics-view.md) - [Help centers 📚](https://help.thena.ai/changelog/help-centers.md) - [Workflows ✨](https://help.thena.ai/changelog/workflows.md) - [Quick filters 🌈](https://help.thena.ai/changelog/quick-filters.md) - [Snooze 💤](https://help.thena.ai/changelog/snooze.md)