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Snippets

Create and use snippets to streamline your ticket responses with reusable text templates. Maintain consistency across your team’s communications while responding faster to common customer inquiries with formatted content, links, and rich text support. Snippets interface

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Key features

  • Private and team snippets: Choose between personal templates and team-wide shared responses.
  • Rich content support: Include text formatting, lists, code blocks, links, and other rich content.
  • Quick insertion: Type / or /snippet in any ticket reply to browse and insert content instantly.
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Export tickets

Download your tickets as CSV files for comprehensive analysis, reporting, and external processing. Export all ticket data including core fields, customer information, SLA tracking, and custom fields while respecting your current view filters.

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Key features

  • Filtered exports: Export respects your current view filters and date ranges.
  • Comprehensive data: Includes core fields, customer data, SLA tracking, and custom fields in CSV format.
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Proactive tickets

Initiate conversations with customers by creating tickets that automatically notify them through email. Reach out proactively to share updates, follow up on issues, or provide preemptive support while maintaining seamless conversation threading.

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Key features

  • Email notifications: Automatically notify customers via email when creating proactive tickets.
  • Bi-directional replies: Customers can reply directly to emails, with responses appearing in the ticket thread.
  • API support: Create proactive tickets programmatically using the Thena API.
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Assigned to me quick filter

Added a new quick filter in the Kanban window and list view that shows only tickets assigned to you. Find it next to the Date range selector as an @ button.
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