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Overview

Thena has the most powerful Slack integration in the world—period. Built for high-velocity, modern teams that live in Slack, it turns your conversations into structured workflows, intelligent automation, and instant collaboration. Whether you’re supporting customers, managing internal operations, or streamlining cross-functional feedback loops—Thena makes Slack your command center. No more swivel-chairing between tools. No more missed messages. Just total control, tailored automation, and deep configurability—all where your team already works.
Important: You must complete Steps 1-2 (installing to the organization and connecting workspaces to teams) before you can access the team-specific Slack configuration settings in Steps 3-7.

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Step 1: Connect your Slack workspace

Organization > Sources Navigate to Organization settings > Sources > Slack. From here:
  • Click Install to set up the Slack app.
  • Once installed, connect one or more Slack workspaces to Thena.

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Step 2: Assign Slack workspaces to teams

Organization > Sources Each team in Thena (like Customer Support, Solutions, or Product) can connect to one or more Slack workspaces.
  • You can assign a single Slack workspace to multiple Thena teams.
  • Each team will then manage its own Slack configuration independently.
Why this matters:Different teams have different workflows. Support might want auto-ticketing from shared customer channels, while Product prefers structured form-based creation. Thena gives every team their own control panel.

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Step 3: Configure Slack channels

Teams settings > Sources > Slack Each team can now configure Slack channels. You can:
  • Select customer channels – messages from customers become tickets.
  • Configure internal helpdesk channels – handle employee requests.
  • Set up triage channels – receive updates, not ticket creation.
Why this matters:By defining channel roles, you eliminate clutter and create a focused, intentional ticketing experience. Only the right messages become tickets.

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Step 4: Choose ticket creation strategies

Teams settings > Sources > Slack You control how tickets get created:

Automatic ticket creation

Every new message triggers a ticket.

React with emoji

React to start ticketing.

Tag @Thena

Use a mention to open a ticket.

Use slash command

Open a form to create a ticket.

Require forms

Enforce structured input.
You can also define a conversation grouping window, so multiple related messages in a short timeframe get merged into one ticket.
Why this matters:One size never fits all. This gives teams the precision to create structure when needed, and speed when it matters. Whether you’re tracking bugs or routing partner requests, you decide how the work begins.

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Step 5: Map Slack groups to Thena groups

Teams settings > Sources > Slack Route tickets directly to the right Thena group when someone tags a Slack group.
  • Map Slack user groups (e.g., @support-engineers) to Thena groups (e.g., Tier 2).
  • When that group is tagged, Thena automatically assigns the ticket.
Why this matters:Automate routing without adding process overhead. Group mentions now double as smart assignment tools. That’s efficient.

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Step 6: Set up triage rules

Teams settings > Sources > Slack Triage channels give you a powerful notification layer inside Slack:
  • Send ticket notifications to specific Slack channels.
  • Define rules using conditions like priority, sentiment, tags, account owner, and more.
  • Route to multiple triage channels.
  • Create separate threads in each for internal collaboration.
Why this matters:Triage isn’t just visibility—it’s collaboration. Get the right eyeballs on the right tickets, instantly. And keep your internal discussions focused and in-thread.

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Step 7: Use AI prompts to automate ticket enrichment

Teams settings > Sources > Slack Enable the AI prompts section to:
  • Detect ticket-worthy messages.
  • Automatically generate a clean, clear title.
  • Fill in description based on the conversation.
  • Predict sentiment (positive, neutral, negative).
  • Determine urgency level.
Why this matters:Your agents should solve problems—not fill out forms. Thena’s AI handles the busywork, so your team can focus on outcomes.

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Summary

Thena’s Slack integration doesn’t just check boxes—it rewrites the rulebook. With team-level config, channel-based logic, smart creation modes, rule-based triage, intelligent group routing, and AI-powered enrichment, Thena gives you the deepest Slack integration available today. Modern teams deserve tools that move as fast as they do. Thena turns Slack into your team’s powerhouse engine for customer experience, operations, and success—built natively for how the best work gets done.

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Frequently asked questions

Yes, you can create a ticket from any Slack message by:
  1. Hover over the message.
  2. Click the three-dots menu.
  3. Select the “Assign to” or “Inspect message” shortcut.
  4. Choose a team member in Thena.
This will automatically create a ticket and assign it to the selected member, streamlining your support workflow without leaving Slack.
Yes, you can verify if a message has been detected as a ticket by:
  1. Hover over the Slack message.
  2. Click the three-dots menu.
  3. Select the “Inspect message” shortcut.
    You’ll see ticket details including:
  • Ticket ID
  • Status
  • Priority
  • Team
  • Assignee
  • Creation date
  • Requester
  • Form details
  • Link to the ticket
If the message hasn’t been detected as a ticket (typically because it was sent by a team member), you’ll see an option to create a ticket instead.
If automatic ticket creation is enabled but tickets aren’t being created, this is likely due to missing mandatory fields in your team’s default form. Here’s what happens:The issue: Your default form for the team in Thena has certain fields marked as mandatory at the time of ticket creation. Since you’ve enabled automatic ticket creation without requiring forms for Slack ticket creation, a message could not be auto-converted because of the missing mandatory field.Example: If the “Organization ID” field is marked as mandatory in your team form and automatic ticket detection is on, but the form requirement is off, then Slack has no way to fill this Organization ID data on its own.Recommended actions:
  1. Update the default form for your team so those fields are no longer mandatory at the time of ticket creation, or
  2. Enable “Require forms” for Slack ticket creation to ensure all mandatory fields are filled before creating tickets.
This ensures either the fields are optional for automatic creation or users are prompted to fill them via forms.
If you receive a “Permission Denied” error when attempting to create a ticket via Thena, this indicates that your account does not have the required privileges for ticket creation.Root cause: This typically occurs when you are on a Lite user role, which does not include ticket creation permissions.What happens: When a lite user attempts to create a ticket, the system returns a status 403: Forbidden error and sends an ephemeral message in the channel:
⚠️ Permission Denied
@user, you attempted to create a ticket via Thena, but your account does not have the required privileges. You are currently on a Lite user role, which does not include ticket creation permissions. Please reach out to your workspace administrator for assistance.
Solution: Contact your workspace administrator to upgrade your user role or request the necessary permissions for ticket creation.