Create ticket - Thena AI

MCP tool: `create_ticket`

Creates a new ticket in the Thena platform. Useful for support, issue tracking, or workflow automation.

Example prompt

Create a ticket titled "Sample Support Request - Login Issues" for user john.doe@example.com in the ENG team.

Input parameters

Name	Type	Required	Description
title	string	Yes	The title of the ticket
requestorEmail	string	Yes	The email of the requestor
teamId	string	Yes	The team ID to create the ticket in
description	string	No	The description of the ticket
accountId	string	No	The ID of the account
assignedAgentId	string	No	The ID of the assigned agent
assignedAgentEmail	string	No	The email of the assigned agent
dueDate	string	No	The due date of the ticket (ISO format)
submitterEmail	string	No	The email of the submitter
statusId	string	No	The ID of the status
statusName	string	No	The name of the status
priorityId	string	No	The ID of the priority
priorityName	string	No	The name of the priority
sentimentId	string	No	The ID of the sentiment
metadata	object	No	Additional metadata
typeId	string	No	The ID of the ticket type
isPrivate	boolean	No	Whether the ticket is private
source	string	No	The source of the ticket
aiGeneratedTitle	string	No	AI generated title
aiGeneratedSummary	string	No	AI generated summary
attachmentUrls	string[]	No	URLs of attachments
customFieldValues	array	No	Custom field values
performRouting	boolean	No	Whether to perform routing
formId	string	No	The ID of the form

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
ticketIdentifier	string	Ticket identifier
isPrivate	boolean	Whether the ticket is private
formId	string	Form ID
requestorEmail	string	Requestor email
submitterEmail	string	Submitter email
customFieldValues	array	Custom field values
customerContactId	string	Customer contact ID
customerContactFirstName	string	Customer contact first name
customerContactLastName	string	Customer contact last name
customerContactEmail	string	Customer contact email
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 created ticket object
status	boolean	Whether the creation succeeded
message	string	Status message
timestamp	string	Time the response was generated (ISO8601)

Sample response

{
  "data": {
    "id": "4T62TX0K104VT3S3W9AYN99C6DDVY",
    "ticketId": 3,
    "title": "Sample Support Request - Login Issues",
    "description": "Customer is experiencing difficulty logging into their account. They report receiving an \"invalid credentials\" error message even though they're certain their password is correct. This started happening after the recent system update. Customer has tried resetting password but the issue persists.",
    "status": "Open",
    "priority": "Medium",
    "account": "test",
    "accountId": "8PBKJHXJ10YPPEHTQ0682FSNFNAYG",
    "teamId": "T88WCYYHPS",
    "teamName": "ENG",
    "teamIdentifier": "ENG",
    "ticketIdentifier": "ENG-3",
    "subTeamId": "T88WCYYHPS",
    "subTeamName": "ENG",
    "subTeamIdentifier": "ENG",
    "isPrivate": false,
    "formId": "FOCCF4KKYBR",
    "requestorEmail": "john.doe@example.com",
    "submitterEmail": "john.doe@example.com",
    "customFieldValues": [],
    "customerContactId": "MS62TX0K10A80KRD8N9JN99THJM3Y",
    "customerContactFirstName": "John",
    "customerContactLastName": "Doe",
    "customerContactEmail": "john.doe@example.com",
    "sentimentId": "4MNKDHSJ10HTNG1C7XD40HBANC03Y",
    "sentiment": "Neutral",
    "createdAt": "2025-07-24T08:51:10.785Z",
    "updatedAt": "2025-07-24T08:51:10.785Z"
  },
  "status": true,
  "message": "Ticket created successfully",
  "timestamp": "2025-07-24T08:51:10.824Z"
}