Discord integration with Thena platform

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Overview

Transform your Discord server into a powerful support hub with Thena’s native Discord integration. Built for modern teams and communities, this integration turns Discord conversations into structured tickets, enables intelligent automation, and provides comprehensive customer support capabilities—all within your Discord environment. Whether you’re managing a gaming community, providing technical support, or handling customer inquiries, Thena brings enterprise-grade ticketing and workflow automation directly to Discord.
Setup Requirements: The Discord integration currently requires setup through the Thena API and Discord bot commands. There is no user interface available for configuration at this time. All setup must be completed using API calls and admin commands within your Discord server.

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Key features

Automated ticket creation

Convert Discord channel messages into organized tickets on Thena with flexible creation modes.

Channel support & sync

Support for regular and forum channels with bidirectional syncing of comments, reactions, and attachments between Discord and Thena.

Reaction synchronization

Bidirectional emoji reactions sync between Discord messages and Thena comments for seamless interaction.

File attachment support

Automatic handling of file uploads, downloads, and synchronization between Discord and Thena platform.

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Setup guide

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Step 1: Add Thena bot to your Discord server

Click the following link to add the Thena bot to your Discord server: Add Thena bot to Discord
This will redirect you to Discord where you can select your server and add the Thena bot.

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Step 2: Installing the Discord app for your organization

After adding the bot to your Discord server, you need to create the installation in your Thena organization to connect your teams.
1

Prepare the installation request

Create a POST request to install the Discord app with the following:
curl --location 'https://apps-studio.thena.ai/apps/install' \
--header 'Content-Type: application/json' \
--header 'x-api-key: YOUR_API_KEY' \
--data '{
  "teamIds": [
    "team-1-id",
    "team-2-id",
    "team-3-id"
  ],
  "appId": "RHT98D2K10NW3M086YJ5CKVBYPGBS",
  "appConfiguration": {
    "required_settings": [],
    "optional_settings": []
  }
}'
Include your API key in the request headers:
x-api-key: YOUR_API_KEY
Adding all teams: To give all your Thena teams access to Discord integration, include all relevant team IDs in the teamIds array.
Finding Team IDs: You can find your team ID from the URL when you’re in the team dashboard in Thena. For example, if the URL is https://dashboard.thena.ai/dashboard/T123NHFDRF, then the team ID is T123NHFDRF.
The appId must be exactly RHT98D2K10NW3M086YJ5CKVBYPGBS for Discord integration.
2

Make the API call

Use the Install an App API to create the installation with the prepared request body.
The API endpoint will handle connecting your Discord server to the specified Thena teams.
3

Save installation response

Once the installation is successful, you will receive an API response containing:
  • botToken: This token should be used as the apiKey parameter in the authentication command in discord (you’ll need this in Step 3)
  • installedByOrgId: This is your Organization ID (something like EYGF098765) that you’ll need for authentication in Step 3
Save these values as you’ll need them for the next step.

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Step 3: Configure Discord server with admin commands

After successful installation, use Discord admin commands to configure your server.
1

View available commands

In your Discord server, type the following command to see all available admin commands:
!admin list
This will show you all available admin commands:
Available Admin Commands:

Authentication:
!admin auth <apiKey> <orgId> - Authenticate this server with organization

Team Mapping:
!admin map-team <teamId> <channelId> [Regular|Forum] - Map a team to a channel
!admin view-teams - View all team-channel mappings for this server

Ticket Creation Settings:
!admin set-ticket-mode <channelId> all|emoji|none - Set ticket creation mode for a channel
!admin view-config - View configuration for server

Utility Commands:
!admin view-channels - List all channels in the server with their types

Help:
!admin list - Show this help message
2

Authenticate your Discord server

Use the API key from the installation response and your organization ID from the Thena dashboard to authenticate your server:
!admin auth YOUR_API_KEY YOUR_ORG_ID
Example:
!admin auth pk_live_Q6Ed... ELLG711ICF
Replace YOUR_API_KEY with the value from the installation API response and YOUR_ORG_ID with your organization ID from the API response.
3

View available teams and channels

First, check which teams are available from your installation:
!admin view-teams
This will show all teams that were configured during installation.Next, view all channels in your Discord server:
!admin view-channels
This will list all channels with their IDs and types (Regular or Forum).
4

Map teams to channels

Connect your Thena teams to specific Discord channels using the IDs from the previous step:
!admin map-team <teamId> <channelId> [Regular|Forum]
Example:
!admin map-team TTTZ733Q77 123456789012345678 Forum
Use the team IDs shown in !admin view-teams and channel IDs from !admin view-channels. Make sure to specify the correct channel type (Regular or Forum).
5

Configure ticket creation modes (Regular channels only)

For Regular channels, you can configure when tickets should be created:
!admin set-ticket-mode <channelId> all|emoji|none
Options:
  • all: Every message creates a ticket
  • emoji: Only messages with specific emoji reactions create tickets (🎫 ticket emoji)
  • none: No automatic ticket creation
Example:
!admin set-ticket-mode 123456789012345678 emoji
Default mode: Regular channels are set to emoji mode by default. Users need to start a message with the 🎫 ticket emoji to create a ticket from a message.
Forum channels: All posts in Forum channels automatically create tickets by default. You don’t need to configure ticket creation modes for Forum channels.
6

View your configuration

Check your server configuration along with all team-channel mappings:
!admin view-config

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What’s next?

After completing the initial setup, you can configure advanced features:

Configure channels

Set up which Discord channels should create tickets and how they should be routed to your teams.

Set up automation

Configure automated responses, ticket routing rules, and AI-powered insights for your Discord integration.

Customize workflows

Create custom workflows for different types of Discord interactions and support scenarios.

Monitor performance

Track support metrics, response times, and customer satisfaction across your Discord community.

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Important considerations

Team access: Make sure to add all relevant teams to the teamIds array during installation. Teams not included in this array won’t have access to Discord integration features.
Testing: After setup, test the integration by sending a message in a configured channel to ensure tickets are being created properly in Thena.