Assign ticket - Thena AI

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

Name	Type	Required	Description
id	string	Yes	The ID of the ticket to assign
assignedAgentId	string	Yes	The ID of the agent to assign the ticket to

Response fields

Below are the fields you may see in the response:

Field	Type	Description
id	string	Ticket unique ID
ticketId	number	Ticket number
title	string	Ticket title
description	string	Ticket description
status	string	Current status
priority	string	Priority
account	string	Account name
accountId	string	Account ID
teamId	string	Team ID
teamName	string	Team name
assignedAgent	string	Assigned agent name
assignedAgentId	string	Assigned agent ID
assignedAgentEmail	string	Assigned agent email
requestorEmail	string	Requestor email
submitterEmail	string	Submitter email
statusId	string	Status ID
priorityId	string	Priority ID
sentimentId	string	Sentiment ID
sentiment	string	Sentiment
createdAt	string (ISO8601)	Creation timestamp
updatedAt	string (ISO8601)	Last update timestamp

Other top-level fields in the response:

Field	Type	Description
data	object	The updated ticket object
status	boolean	Whether the assignment succeeded
message	string	Status message
timestamp	string	Time 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"
}