Email

Powerful, flexible email workflows—natively inside Thena.

Thena offers robust, native email integration that enables teams to manage, respond to, and automate customer conversations directly from the platform—without ever leaving the ticket view.

Key features

Default team email address

Every workspace in Thena gets a default email address that can be used out of the box. No setup required. Share it with your customers, and any email sent to that address automatically creates a ticket.

• Great for getting started quickly
• Ideal for shared inboxes like support@ or info@
• All replies stay threaded in one place

Connect your own custom domains

For a more branded and controlled experience, you can connect custom email domains to Thena.

• Add one or multiple domains (e.g., [e-mail])
• DNS verification ensures domain ownership
• Emails can be received and sent directly via your verified domain

Each custom domain is fully configurable and can be managed from the Email settings page.

Flexible sender preferences

Once a custom domain is connected, you can personalize how emails appear to customers by choosing your sender identity:

• Your profile name (e.g., Jane from Thena)
• Profile name + custom sender name (e.g., Jane | Customer Support)
• Custom sender name only (e.g., Thena Support)

This gives you full control over how your communication is perceived—enterprise- grade, but still human.

Multiple teams, multiple emails

Each team can have:

• Multiple connected domains
• Multiple email addresses per domain
• Different addresses for different workflows (e.g., billing@, escalations@, partnerships@)

This lets large organizations manage email at scale with precision and clarity.

Email-to-ticket conversion

When a customer sends an email:

• A ticket is created in Thena
• The sender becomes the Requester
• Cc and Bcc fields are captured where relevant
• All email replies stay threaded under the ticket
• Agents can reply directly from Thena

Your inbox just got supercharged.

Email-based search

Agents and managers can easily search tickets using email addresses. Whether you’re tracking conversations from a specific domain or need to find a customer’s message fast—email is a first-class citizen in Thena search.

Rich reply experience

Agents can reply to emails with:

• Rich text formatting
• File uploads and attachments
• Inline threads and quoted messages
• Full visibility into the original sender and recipients

No need to switch tools. Everything you need is already here.

Collapse threads

Keep your kanban view clean and organized by collapsing email threads:

• Show only the main message in the kanban board
• Collapse lengthy email threads to reduce visual clutter
• Expand threads when you need to see the full conversation
• Maintain context while keeping the interface clean

Focus on what matters most without getting overwhelmed by thread noise.

Automation-ready

Thena lets you build automations and workflows based on the email source. You can:

• Auto-route emails to specific teams
• Trigger replies, escalations, or tagging based on content
• Set up SLAs and alerts
• Auto-close stale threads or follow up proactively

Email becomes not just a channel—but a trigger for intelligent action.

Prerequisites

•

Access to your domain’s DNS settings (via GoDaddy, Cloudflare, AWS Route 53, etc.)

•

Admin access to your email provider (Gmail, Outlook, etc.)

Setup guide

Organization-level setup

1. Access email configuration

   Go to Organization settings → Sources → Email → Manage connection.

2. Add your domain

   Enter your domain name and click Add domain.

3. Configure DNS records

   Thena will generate the necessary DNS records for your domain. You’ll need to add these to your domain hosting provider:

   • Copy the TXT and CNAME values provided by Thena
   • Log in to your DNS provider (GoDaddy, Cloudflare, AWS Route 53, etc.)
   • Add the records exactly as shown in Thena

   Depending on your DNS provider, you may need to remove your domain name from the hostname when copying from Thena. For example, if your domain is yourdomain.com, use pm.bounces instead of pm.bounces.yourdomain.com.

4. Verify domain

   Once you’ve added the DNS records, click “Verify” in Thena. The system will check if the records have been properly configured.

   DNS changes can take up to 24-48 hours to propagate, though they often take effect much sooner.

Team-level setup

1. Set up team email address

   Once your domain is verified at the organization level, you can set up custom email addresses for each team.

2. Configure sender preferences

   Choose how emails will appear to your customers by selecting a sender identity option:

   • Your profile name (e.g., Jane)
   • Profile name + custom sender name (e.g., Jane | Thena Support)
   • Custom sender name only (e.g., Thena Support)
3. Configure email forwarding

   For each team email address (e.g., [e-mail]):

   • Copy the forwarding email address provided by Thena
   • Go to your email provider settings
   • Add a forwarding rule to send emails to the Thena provided address
4. Confirm forwarding

   • You’ll receive a confirmation email from your provider—click Confirm in that message.
   • Return to your email-forwarding settings and paste the forwarding address again.
   • Choose how you want forwarded emails handled in your inbox.
5. Complete setup in Thena

   Return to Thena and click “Verify” to complete the setup process.

DNS provider-specific instructions

Cloudflare

To add DNS records in Cloudflare:

1. Log in to your Cloudflare account
2. Select your domain from the dashboard
3. Navigate to the DNS tab
4. Click Add record
5. For each record provided by Thena:
   • Select the record type (TXT or CNAME)
   • Enter the hostname (without your domain name)
   • Enter the value provided by Thena
   • Toggle the proxy status to DNS only (gray cloud)
   • Click Save

In Cloudflare, when entering the hostname, you only need the subdomain portion without your domain name. For example, if Thena shows pm.bounces.yourdomain.com, only enter pm.bounces in Cloudflare.

For email-related DNS records, always set the proxy status to DNS only (gray cloud) rather than proxied (orange cloud) to ensure proper email delivery.

GoDaddy

To add DNS records in GoDaddy:

1. Log in to your GoDaddy account
2. Navigate to My Products → Select your domain → DNS
3. Scroll down to the Records section
4. For each record provided by Thena:
   • Click Add button
   • Select the record type (TXT or CNAME)
   • Enter the hostname (usually just the subdomain portion)
   • Enter the value provided by Thena
   • Set TTL to 1 Hour (or as recommended)
   • Click Save

GoDaddy’s interface typically shows the hostname field as “Name” or “Host”. You’ll usually only need to enter the subdomain portion (e.g., pm.bounces). If you’re unsure, try entering the hostname without your domain and check the preview that GoDaddy shows.

Google (Squarespace)

To add DNS records in Squarespace:

1. Log in to your Squarespace account
2. Navigate to Settings → Domains → Select your domain
3. Scroll down to DNS Settings
4. For each record provided by Thena:
   • Click Add → Select the record type (TXT or CNAME)
   • Enter the hostname (without your domain name)
   • Enter the value provided by Thena
   • Click Save

In Squarespace, the domain name is automatically appended to the hostname field. When copying hostnames from Thena, remove your domain name from the end.

For example, if Thena shows pm.bounces.yourdomain.com, only enter pm.bounces in the Squarespace hostname field.

AWS Route 53

To add DNS records in AWS Route 53:

1. Log in to the AWS Management Console
2. Navigate to Route 53 → Hosted zones → Select your domain
3. Click Create record
4. For each record provided by Thena:
   • Select the record type (TXT or CNAME)
   • Enter the hostname (without your domain name)
   • Enter the value provided by Thena
   • Keep TTL as default (or set to 300 seconds)
   • Click Create records

In Route 53, the domain name is automatically appended to the hostname field. When copying hostnames from Thena, remove your domain name from the end.

For example, if Thena shows pm.bounces.yourdomain.com, only enter pm.bounces in the Route 53 hostname field.

Namecheap

To add DNS records in Namecheap:

1. Log in to your Namecheap account
2. Go to Domain List and click Manage next to your domain
3. Navigate to the Advanced DNS tab
4. For each record provided by Thena:
   • Click Add New Record
   • Select the record type (TXT or CNAME)
   • For TXT records: Enter the hostname in the “Host” field (without your domain name)
   • For CNAME records: Enter the subdomain in the “Host” field
   • Enter the value provided by Thena in the “Value” field
   • Set TTL to “Automatic” or 1 Hour
   • Click the checkmark to save

In Namecheap, you only need to enter the subdomain portion in the “Host” field. For example, if Thena shows pm.bounces.yourdomain.com, only enter pm.bounces in Namecheap.

Vercel

To add DNS records in Vercel:

1. Log in to your Vercel dashboard
2. Select your project or team
3. Go to Settings → Domains
4. Select the domain you want to configure
5. Navigate to the DNS Records tab
6. Click Add for each record provided by Thena:
   • Select the record type (TXT or CNAME)
   • Enter the hostname (without your domain name) in the “Name” field
   • Enter the value provided by Thena
   • Set TTL to 86400 (default)
   • Click Add

In Vercel, when entering the hostname in the “Name” field, you only need the subdomain portion without your domain name. For example, if Thena shows pm.bounces.yourdomain.com, only enter pm.bounces in the Name field.

Hostinger

To add DNS records in Hostinger:

1. Log in to your Hostinger control panel (hPanel)
2. Go to Domains → Select your domain
3. Click on DNS / Nameservers
4. Scroll down to the DNS Records section
5. For each record provided by Thena:
   • Click Add Record
   • Select the record type (TXT or CNAME)
   • Enter the hostname (without your domain name) in the “Name” field
   • For TXT records: Enter the value provided by Thena in the “TXT Value” field
   • For CNAME records: Enter the value provided by Thena in the “Target” field
   • Set TTL to 14400 (default) or 3600
   • Click Save

In Hostinger, you only need to enter the subdomain portion in the “Name” field. For example, if Thena shows pm.bounces.yourdomain.com, only enter pm.bounces in Hostinger.

IONOS

To add DNS records in IONOS:

1. Log in to your IONOS account
2. Navigate to Domains & SSL → Select your domain
3. Click on DNS in the left sidebar
4. For each record provided by Thena:
   • Click Add Record
   • Select the record type (TXT or CNAME)
   • For the prefix field, enter the subdomain portion of the hostname
   • Enter the value provided by Thena
   • Set TTL to 3600 seconds (1 hour)
   • Click Save

In IONOS, the domain name is automatically appended to the prefix field. When copying hostnames from Thena, remove your domain name from the end. For example, if Thena shows pm.bounces.yourdomain.com, only enter pm.bounces in the prefix field.

Email provider-specific instructions

Gmail setup instructions

To set up email forwarding in Gmail:

1. Navigate to Gmail settings
2. Go to “See all settings” → “Forwarding and POP/IMAP”
3. Click “Add a forwarding address” and enter the Thena provided address
4. Gmail will send a verification email that you’ll need to authorize
5. Return to the “Forwarding and POP/IMAP” tab and add the address again
6. Choose how you want forwarded mail handled in your inbox

If you’re using Google Workspace, you may need administrator permissions to set up forwarding or to allow forwarding to external domains.

Google Group Email

To use a Google Group email (e.g., [e-mail]) with Thena:

1. Log in to your Google Workspace admin account
2. Navigate to Groups → Select your target group or create a new one
3. Click on Group settings
4. Under General → Allow external members, select People outside the organization can be members as Yes
5. Under Allow external members, ensure the following minimum permissions are set:
   • Who can view conversations: Group members
   • Who can post: Anyone on the web (for receiving external emails)
   • Who can view members: Group managers
6. Under Posting policies, ensure:
   • Allow email posting is checked
   • Allow web posting is checked
   • Message moderation is set to “None” or appropriate for your needs
7. Save changes
8. Click Members in the left sidebar
9. Click Add members at the top
10. Enter the Thena-provided email address that was given during team setup
11. Set the member role as “Member” (not “Manager” or “Owner”)
12. Click Add

When using a Google Group, you don’t need to set up separate email forwarding rules. Adding the Thena-provided email as a member of the group automatically forwards all group emails to Thena.

Ensure your Google Workspace admin settings allow external forwarding. Go to Apps → Google Workspace → Gmail → Routing and verify that “Allow users to automatically forward messages to addresses outside this organization” is enabled.

Outlook setup instructions

To set up email forwarding in Outlook:

1. Navigate to Admin Panel → Click Show All → Select Exchange
2. Navigate to Mail flow → Click Rules → Add a Rule
3. In Set rule conditions, enter a name for the rule
4. Apply this rule if “The recipient” → is this person [e-mail]
5. Redirect the message to → is this person [Thena-provided address]
6. Click Next → Set Rule Settings → Next → Review and Finish
7. Enable the rule by clicking on it in the Rules page

You may need to whitelist Thena’s domain and enable auto-forwarding to external domains in your organization’s security settings.

Summary

Email that works for modern support teams

Thena’s email integration transforms legacy communication into a modern, structured workflow—fully embedded in your ticketing and customer support operations.

✓

Works out of the box

No complex setup required

✓

Scales with custom domains

Brand your communications

✓

Powered by smart workflows

Automate routine tasks

✓

Seamless across teams

Collaborate without friction