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.

  • Change ticket status.

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

✅ Resolve ticket

Mark the ticket as resolved.

🔄 Reopen ticket

Change a resolved ticket back to open status.

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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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Status change with emoji

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.

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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.

Status change efficiency

See how emoji actions help streamline status changes.

Time saved

Measure efficiency gains from using emoji shortcuts for status changes.