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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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.