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Thena’s related tickets feature makes it incredibly easy to connect conversations across departments, issues, and time zones—without breaking a sweat.
Related tickets interface showing how to connect conversations across departments

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What is it?

Related tickets lets you link any ticket with another ticket across your entire organization, regardless of team or origin (e.g., support, billing, product, sales).

This creates a unified thread of context, so no matter where a conversation starts, it never gets siloed.

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Why it matters

360° visibility

Link internal and external threads to keep teams aligned.

Better handoffs

Sales → support → billing? Keep the context alive.

Speed up resolutions

Fewer repeats, faster follow-ups.

Smart workflows

Reduce duplication and increase clarity when multiple teams are involved.

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How to use it

1

Open any ticket

Go to the ticket view where you’re managing a customer or internal request.
2

Click the three dots (⋯) menu

Located in the top-right corner of the ticket view.
3

Select 'Add related ticket'

A search modal will appear.
4

Search & select

Search for another ticket by ID, title, or keywords. You’ll also see recent tickets.
5

Confirm relation

Once selected, the related ticket will appear in the related tickets panel on the right.

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Real-world examples

A customer support ticket about a failed login can be linked to a backend bug tracked internally.
A customer request about a refund can be connected to a billing ticket for finance to handle.
A product feature request from a user can be linked to an internal roadmap item or initiative.

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Pro tip

You can relate multiple tickets and remove links just as easily. It’s built for scale—whether you’re stitching together 2 threads or 20.