Update ticket - Thena AI

MCP tool: `update_ticket`

Updates a ticket in the Thena platform. Useful for workflow automation, ticket management, and support operations.

Example prompt

Update the title and priority of ticket CT4NVX0K10YJQ3X0185THN9R6H9M3 to "Updated Sample Ticket: Database Performance Issue Resolved" and "Low"

Input parameters

Name	Type	Required	Description
id	string	Yes	The ID of the ticket to update
title	string	No	The title of the ticket
assignedAgentId	string	No	The ID of the assigned agent
accountId	string	No	The ID of the account
assignedAgentEmail	string	No	The email of the assigned agent
description	string	No	The description of the ticket
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 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

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
source	string	Source of the ticket
status	string	Current status
priority	string	Priority
teamId	string	Team ID
teamName	string	Team name
teamIdentifier	string	Team identifier
ticketIdentifier	string	Ticket identifier
subTeamId	string	Subteam ID
subTeamName	string	Subteam name
subTeamIdentifier	string	Subteam 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
statusId	string	Status ID
priorityId	string	Priority ID
sentimentId	string	Sentiment ID
sentiment	string	Sentiment
storyPoints	number	Story points
aiGeneratedTitle	string	AI generated title
aiGeneratedSummary	string	AI generated summary
createdAt	string	Creation timestamp (ISO8601)
updatedAt	string	Last update timestamp (ISO8601)

Other top-level fields in the response:

Field	Type	Description
data	object	The updated ticket object
status	boolean	Whether the update succeeded
message	string	Status message
timestamp	string	Time the response was generated (ISO8601)

Sample response

{
  "data": {
    "id": "CT4NVX0K10YJQ3X0185THN9R6H9M3",
    "ticketId": 2,
    "title": "Updated Sample Ticket: Database Performance Issue Resolved",
    "description": "Customer is experiencing intermittent database connection timeouts when running reports. The issue occurs approximately 3-4 times per day and is affecting their ability to generate monthly analytics. Error message shows 'Connection timeout after 30 seconds'. This started after the recent server maintenance window.",
    "source": "api",
    "status": "Open",
    "priority": "Low",
    "teamId": "THEWWYV55X0JJL",
    "teamName": "team one",
    "teamIdentifier": "TON",
    "ticketIdentifier": "TON-2",
    "subTeamId": "THEWWYV55X0JJL",
    "subTeamName": "team one",
    "subTeamIdentifier": "TON",
    "isPrivate": false,
    "formId": "FORR9U22U7IIB",
    "requestorEmail": "admin@clientcompany.com",
    "submitterEmail": "admin@clientcompany.com",
    "customFieldValues": [],
    "customerContactId": "RS4NVX0K10ATNQZ5999JKW37R6MTP",
    "customerContactFirstName": "Admin",
    "customerContactLastName": "",
    "customerContactEmail": "admin@clientcompany.com",
    "statusId": "EA4VETZJ10ZKY6MKT04C3PM5DPG1C",
    "priorityId": "MA4VETZJ105PJDAZS2KBVVRPPQXDE",
    "sentimentId": "QA4VETZJ10FKVJQFS2QSBW5QWC3HD",
    "sentiment": "Neutral",
    "storyPoints": null,
    "aiGeneratedTitle": null,
    "aiGeneratedSummary": null,
    "createdAt": "2025-07-24T09:18:59.914Z",
    "updatedAt": "2025-07-24T09:50:17.381Z"
  },
  "status": true,
  "message": "Ticket updated successfully!",
  "timestamp": "2025-07-24T09:50:17.443Z"
}