Emoji actions in Thena allow your team to perform common ticket operations with a simple emoji reaction, saving time and streamlining your workflow.

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How emoji actions work

✨ Add specific emoji reactions to ticket messages to trigger actions automatically. You can:

  • Assign tickets to yourself or others.
  • Change ticket status or priority.
  • Add tags or labels.
  • Create internal notes.

Actions are performed instantly and recorded in the ticket timeline for transparency.

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Default emoji actions

👋 Take ticket

Assign the ticket to yourself with a single click.

✅ Resolve ticket

Mark the ticket as resolved and send a resolution notification.

⏱️ Snooze ticket

Temporarily hide the ticket until a specified time.

🔄 Reopen ticket

Change a resolved ticket back to open status.

⭐ Priority

Mark a ticket as high priority.

📝 Internal note

Add your next message as an internal note instead of a reply.

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Customizing emoji actions

1

Access settings

Navigate to Settings → Ticketing → Emoji actions in your Thena dashboard.

2

View current actions

See the list of all configured emoji actions and their associated operations.

3

Add custom action

Click “Add new action” to create a custom emoji-triggered workflow.

4

Configure the action

Select an emoji, define the action it should trigger, and set any additional parameters.

5

Test your action

Try your new emoji action on a test ticket to ensure it works as expected.

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Advanced emoji workflows

Streamline common workflows.

Teams use emoji actions to speed up these common scenarios:

  • Quickly claiming tickets during high-volume periods.
  • Marking tickets for follow-up with a specific emoji.
  • Categorizing tickets with tag-related emoji.
  • Escalating urgent issues to managers or specialized teams.
  • Creating internal threads for complex tickets that need discussion.

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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 team’s 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.

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Emoji action analytics

Most used actions

See which emoji actions your team uses most frequently.

Time saved

Measure efficiency gains from using emoji shortcuts.

User adoption

Track which team members are actively using emoji actions.