> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thena.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# 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

<Card>
  <p>✨ Add specific emoji reactions to ticket messages to trigger actions automatically.</p>

  <ul className="mt-4 ml-6 space-y-2">
    <li>Change ticket status.</li>
  </ul>

  <p className="mt-4">Status changes are performed instantly and recorded in the ticket timeline for transparency.</p>
</Card>

<CardGroup cols={2}>
  <Card title="✅ Resolve ticket" icon="check">
    Mark the ticket as resolved.
  </Card>

  <Card title="🔄 Reopen ticket" icon="arrow-rotate-right">
    Change a resolved ticket back to open status.
  </Card>
</CardGroup>

## Customizing emoji actions

<Steps>
  <Step title="Access settings">
    Navigate to Settings → Ticketing → Emoji actions in your Thena dashboard.
  </Step>

  <Step title="View current actions">
    See the list of all configured emoji actions and their associated operations.
  </Step>

  <Step title="Add custom action">
    Click "Add new action" to create a custom emoji-triggered workflow.
  </Step>

  <Step title="Configure the action">
    Select an emoji, define the action it should trigger, and set any additional parameters.
  </Step>

  <Step title="Test your action">
    Try your new emoji action on a test ticket to ensure it works as expected.
  </Step>
</Steps>

## Status change with emoji

<AccordionGroup>
  <Accordion title="Status transitions" icon="list-check">
    <ul className="ml-6 space-y-2">
      <li>Use emoji reactions to change ticket status.</li>
      <li>Quickly move tickets between open and resolved states.</li>
      <li>Status changes are recorded in the ticket timeline.</li>
    </ul>
  </Accordion>

  <Accordion title="Team-specific status workflows" icon="users-gear">
    <ul className="ml-6 space-y-2">
      <li>Configure status change emoji actions for different teams.</li>
      <li>Customize status workflows based on team needs.</li>
    </ul>
  </Accordion>
</AccordionGroup>

## Popular use cases

<Card>
  <p>Streamline status changes.</p>

  <p className="mt-4">Teams use emoji actions to speed up these common scenarios:</p>

  <ul className="mt-2 ml-6 space-y-2">
    <li>Quickly resolving completed tickets.</li>
    <li>Reopening tickets that require additional attention.</li>
    <li>Managing ticket status transitions efficiently.</li>
  </ul>
</Card>

## Tips for emoji action success

<CardGroup cols={2}>
  <Card title="Keep it intuitive" icon="lightbulb">
    Choose emoji that naturally represent the action they trigger.
  </Card>

  <Card title="Document your system" icon="book">
    Create a quick reference guide for your team's emoji actions.
  </Card>

  <Card title="Start small" icon="seedling">
    Begin with a few essential actions before adding more complex ones.
  </Card>

  <Card title="Get team feedback" icon="comments">
    Regularly ask your team which actions would be most helpful.
  </Card>
</CardGroup>

<CardGroup cols={2}>
  <Card title="Status change efficiency" icon="chart-simple">
    See how emoji actions help streamline status changes.
  </Card>

  <Card title="Time saved" icon="stopwatch">
    Measure efficiency gains from using emoji shortcuts for status changes.
  </Card>
</CardGroup>