Skip to main content

Documentation Index

Fetch the complete documentation index at: https://docs.thena.ai/llms.txt

Use this file to discover all available pages before exploring further.

​
MCP tool: assign_ticket

Assigns a ticket to a specific agent. Useful for ticket routing, workload balancing, or manual assignment.

​
Example prompt

Assign ticket 71XNF90K10YBR86G1AN06KZJJFX40 to agent URR9A99BDJ

​
Input parameters

NameTypeRequiredDescription
idstringYesThe ID of the ticket to assign
assignedAgentIdstringYesThe ID of the agent to assign the ticket to

​
Response fields

Below are the fields you may see in the response:
FieldTypeDescription
idstringTicket unique ID
ticketIdnumberTicket number
titlestringTicket title
descriptionstringTicket description
statusstringCurrent status
prioritystringPriority
accountstringAccount name
accountIdstringAccount ID
teamIdstringTeam ID
teamNamestringTeam name
assignedAgentstringAssigned agent name
assignedAgentIdstringAssigned agent ID
assignedAgentEmailstringAssigned agent email
requestorEmailstringRequestor email
submitterEmailstringSubmitter email
statusIdstringStatus ID
priorityIdstringPriority ID
sentimentIdstringSentiment ID
sentimentstringSentiment
createdAtstring (ISO8601)Creation timestamp
updatedAtstring (ISO8601)Last update timestamp
Other top-level fields in the response:
FieldTypeDescription
dataobjectThe updated ticket object
statusbooleanWhether the assignment succeeded
messagestringStatus message
timestampstringTime the response was generated (ISO8601)

​
Sample response

{
  "data": {
    "id": "71XNF90K10YBR86G1AN06KZJJFX40",
    "ticketId": 1,
    "title": "Sample Support Ticket",
    "description": "This is a sample ticket created to demonstrate the ticket creation process.",
    "source": "api",
    "status": "In progress",
    "priority": "Medium",
    "account": "test",
    "accountId": "8PBKJHXJ10YPPEHTQ0682FSNFNAYG",
    "teamId": "T88WCYYHPS",
    "teamName": "ENG",
    "teamIdentifier": "ENG",
    "ticketIdentifier": "ENG-1",
    "subTeamId": "T88WCYYHPS",
    "subTeamName": "ENG",
    "subTeamIdentifier": "ENG",
    "isPrivate": false,
    "formId": "FOCCF4KKYBR",
    "assignedAgent": "John",
    "assignedAgentId": "URR9A99BDJ",
    "assignedAgentEmail": "john.doe@thena.ai",
    "assignedAgentAvatar": null,
    "requestorEmail": "user@example.com",
    "submitterEmail": "user@example.com",
    "customFieldValues": [],
    "customerContactId": "N0XNF90K10J023R4483XEM0JMD881",
    "customerContactFirstName": "User",
    "customerContactLastName": "",
    "customerContactEmail": "user@example.com",
    "statusId": "XKNKDHSJ10YZXC0EMG11F7TQWZRQS",
    "priorityId": "0MNKDHSJ106YNEQ19AKG4C1VZQS6G",
    "sentimentId": "4MNKDHSJ10HTNG1C7XD40HBANC03Y",
    "sentiment": "Neutral",
    "storyPoints": null,
    "aiGeneratedTitle": null,
    "aiGeneratedSummary": null,
    "createdAt": "2025-07-16T11:24:53.157Z",
    "updatedAt": "2025-07-24T07:19:10.258Z"
  },
  "status": true,
  "message": "Ticket assigned successfully!",
  "timestamp": "2025-07-24T07:19:10.302Z"
}