Emoji actions
Use emoji reactions to quickly perform common ticket actions.
Emoji actions in Thena allow your team to perform common ticket operations with a simple emoji reaction, saving time and streamlining your workflow.
How emoji actions work
β¨ Add specific emoji reactions to ticket messages to trigger actions automatically.
- Change ticket status.
Status changes are performed instantly and recorded in the ticket timeline for transparency.
β Resolve ticket
Mark the ticket as resolved.
π Reopen ticket
Change a resolved ticket back to open status.
Customizing emoji actions
Access settings
Navigate to Settings β Ticketing β Emoji actions in your Thena dashboard.
View current actions
See the list of all configured emoji actions and their associated operations.
Add custom action
Click βAdd new actionβ to create a custom emoji-triggered workflow.
Configure the action
Select an emoji, define the action it should trigger, and set any additional parameters.
Test your action
Try your new emoji action on a test ticket to ensure it works as expected.
Status change with emoji
Status transitions
Status transitions
- Use emoji reactions to change ticket status.
- Quickly move tickets between open and resolved states.
- Status changes are recorded in the ticket timeline.
Team-specific status workflows
Team-specific status workflows
- Configure status change emoji actions for different teams.
- Customize status workflows based on team needs.
Popular use cases
Streamline status changes.
Teams use emoji actions to speed up these common scenarios:
- Quickly resolving completed tickets.
- Reopening tickets that require additional attention.
- Managing ticket status transitions efficiently.
Tips for emoji action success
Keep it intuitive
Choose emoji that naturally represent the action they trigger.
Document your system
Create a quick reference guide for your teamβs emoji actions.
Start small
Begin with a few essential actions before adding more complex ones.
Get team feedback
Regularly ask your team which actions would be most helpful.
Status change efficiency
See how emoji actions help streamline status changes.
Time saved
Measure efficiency gains from using emoji shortcuts for status changes.