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MCP tool: create_ticket

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

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Example prompt

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

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Input parameters

NameTypeRequiredDescription
titlestringYesThe title of the ticket
requestorEmailstringYesThe email of the requestor
teamIdstringYesThe team ID to create the ticket in
descriptionstringNoThe description of the ticket
accountIdstringNoThe ID of the account
assignedAgentIdstringNoThe ID of the assigned agent
assignedAgentEmailstringNoThe email of the assigned agent
dueDatestringNoThe due date of the ticket (ISO format)
submitterEmailstringNoThe email of the submitter
statusIdstringNoThe ID of the status
statusNamestringNoThe name of the status
priorityIdstringNoThe ID of the priority
priorityNamestringNoThe name of the priority
sentimentIdstringNoThe ID of the sentiment
metadataobjectNoAdditional metadata
typeIdstringNoThe ID of the ticket type
isPrivatebooleanNoWhether the ticket is private
sourcestringNoThe source of the ticket
aiGeneratedTitlestringNoAI generated title
aiGeneratedSummarystringNoAI generated summary
attachmentUrlsstring[]NoURLs of attachments
customFieldValuesarrayNoCustom field values
performRoutingbooleanNoWhether to perform routing
formIdstringNoThe ID of the form

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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
ticketIdentifierstringTicket identifier
isPrivatebooleanWhether the ticket is private
formIdstringForm ID
requestorEmailstringRequestor email
submitterEmailstringSubmitter email
customFieldValuesarrayCustom field values
customerContactIdstringCustomer contact ID
customerContactFirstNamestringCustomer contact first name
customerContactLastNamestringCustomer contact last name
customerContactEmailstringCustomer contact email
sentimentIdstringSentiment ID
sentimentstringSentiment
createdAtstring (ISO8601)Creation timestamp
updatedAtstring (ISO8601)Last update timestamp
Other top-level fields in the response:
FieldTypeDescription
dataobjectThe created ticket object
statusbooleanWhether the creation succeeded
messagestringStatus message
timestampstringTime the response was generated (ISO8601)

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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"
}