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Overview

Proactive tickets allow your team to initiate conversations with customers by creating tickets that automatically notify them through email or other channels. Unlike regular tickets that respond to incoming requests, proactive tickets let you reach out first—whether to share updates, follow up on issues, or provide proactive support.

Automatic notifications

Instantly notify customers via email when you create proactive tickets, ensuring immediate delivery of your outreach.

Bi-directional communication

Customers can reply directly to proactive emails, creating new comments in the ticket for seamless conversation threading.

API integration

Create proactive tickets programmatically using the Thena API with customizable parameters for automated customer outreach.

Email configuration

Flexible email handling with specialized threading and unified ticket experience for all message types.

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Creating proactive tickets

You cannot send proactive tickets without an email configuration. Set up your team’s email configuration to send proactive emails to customers. Navigate to Team settings > Sources > Email to configure your email settings.
  1. Click the “Create ticket” button in your dashboard
  2. Select team and form
    • Choose the team that will handle the proactive ticket
    • Select the appropriate form for your outreach
  3. Toggle the “Private” switch to OFF to make it a public proactive ticket
    • If email configuration is missing, you’ll see a warning with setup instructions
  4. Fill out ticket details
    • Complete all required fields in the form
    • Include the customer’s email in the “Requester” field
    • Add your message content and any relevant attachments
  5. Create and send
    • Click “Create” to generate the ticket and send the initial notification
    • The customer will receive an email with your message immediately
The “Private” toggle controls ticket visibility. When OFF (public), the ticket becomes proactive and triggers an email. When ON (private), the ticket remains internal only.

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Email handling for proactive tickets

Proactive tickets have specialized email handling:
  • First message notification: The first comment in a proactive ticket automatically triggers an email with the title, description, and ticket ID
  • Standard threading: Subsequent replies follow normal email conversation rules
  • Bi-directional: Customers can reply via email, creating new comments in the ticket
  • Unified experience: All messages appear in the same ticket thread

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Creating proactive tickets via API

You can also create proactive tickets programmatically using the Thena API. Set the following parameters to trigger proactive ticket behavior:
  • isPrivate: false (makes the ticket public)
  • isProactive: true (enables proactive functionality)
  • proactiveChannels: ["email"] (specifies the notification channel)

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API example

curl --request POST \
  --url https://platform.thena.ai/v1/tickets \
  --header 'Content-Type: application/json' \
  --header 'x-api-key: enter x-api-key' \
  --data '{
  "isProactive": true,
  "title": "Add the ticket title here",
  "description": "Add the optional description here",
  "requestorEmail": "requestor.email@example.com",
  "teamId": "ACBD1234",
  "isPrivate": false,
  "proactiveChannels": [
    "email"
  ]
}'
Replace enter x-api-key with your thena API key and update the teamId with your team’s identifier that you can find in the URL.
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