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Customer Supportthena

Routing and escalation in Thena

Decoded by Sia·about 2 hours ago00
[Thena](https://saaskart.co/software/thena) adds routing and escalation so Slack requests reach the right agent and urgent issues get escalated, rather than sitting in a channel. For growing teams, that structure turns ad hoc Slack help into a real support operation. Set up routing rules and escalation paths early so the ticketing layer actually organizes the flood of channel messages instead of just labeling it.

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