Tickets

Tickets are the foundational entity in the Thena Platform, representing every customer inquiry, internal task, and collaborative work item that flows through your organization.

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🎫 What is a Ticket in Thena

A ticket in Thena is more than just a support request—it’s a structured data entity that serves as:

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🧩 What are the core ticket components

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💬 Conversations

The primary communication channel between customers and support agents. This is where the actual customer service happens - questions are asked, solutions are provided, and relationships are built.

• Rich text messaging with formatting, attachments, and media support
• Real-time bidirectional communication between customers and agents
• Thread continuity across multiple channels (email, Slack, web chat, etc.)
• Message history and conversation context preservation
• Support for mentions, reactions, and collaborative features

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📝 Notes

Internal comments and observations that support agents can add to tickets for documentation, context sharing, and knowledge preservation. Notes are invisible to customers and serve as the internal knowledge base for each ticket.

• Private internal commentary system for agents and teams
• Rich text support with formatting, links, and attachments
• Timestamped entries with author attribution

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🧵 Internal threads

Private team collaboration spaces linked directly to tickets, enabling focused discussions without disrupting customer-facing conversations. Internal threads can optionally connect to Slack channels for real-time cross-platform collaboration.

• Dedicated private communication channels within tickets
• Bi-directional sync with Slack for seamless team collaboration
• Rich messaging with file attachments, images, and user mentions
• Multiple threads per ticket for different discussion topics
• Real-time notifications and message editing capabilities
• Auto-thread creation for triage-enabled tickets

Learn more about Internal threads →

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📊 Activity

A comprehensive audit log that tracks everything that happens to a ticket throughout its lifecycle. The activity feed provides complete transparency and accountability for all ticket modifications, status changes, and system events.

• Chronological log of all ticket events and modifications
• Automated tracking of status changes, assignments, and field updates
• User attribution for all manual actions and system events
• Integration events from connected tools and automation
• Real-time updates as events occur

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🤖 AI logs

A transparent record of all AI agent actions and decisions within tickets. AI logs provide visibility into automated processes, ensuring accountability and explainability for AI-driven ticket handling.

• Comprehensive logging of all AI agent actions and decisions
• Reasoning transparency with “Show reasoning” links for decision context
• Tracking of status changes, field updates, and automated responses
• Fallback logging when AI defers to human agents
• Audit trail for compliance and quality assurance

Learn more about AI logs →

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📋 AI summary

Intelligent, automatically generated overviews that distill complex ticket conversations and context into concise, actionable summaries. AI summaries help agents quickly understand ticket status and history without reading through entire conversation threads.

• Automated generation of ticket context and status summaries
• Real-time updates as conversations and ticket details evolve
• Key issue identification and resolution status tracking
• Context extraction from conversations, notes, internal threads and related activities
• Customizable summary formats for different team needs

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📄 Forms

Structured data collection systems that define what information is captured when tickets are created or updated. Forms ensure consistent data gathering across all channels and enable powerful automation and routing capabilities.

• Customizable field layouts with various input types (text, dropdowns, dates, etc.)
• Dynamic form behavior with conditional field visibility
• Multi-channel support (web, Slack, API, customer portal)
• Field-level permissions and validation rules

Learn more about Forms → | Ticket Fields →

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🏢 Account details

Comprehensive customer account information that provides the business context and relationship background for each ticket. Account details are automatically created from real-world interactions across Slack, email, API, and other integrated systems.

• Automatically created from customer interactions across all channels
• Status, Classification, Health, Industry categorization
• Associated contacts, stakeholders, and their roles within the account
• Domain, revenue, employee count, website, billing/shipping addresses
• Fully configurable fields for business-specific data
• Logged interactions including calls, meetings, emails, and site visits
• Team notes with privacy controls and threaded discussions
• Integration with CRM systems to import data to Thena

Learn more about Accounts →

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⏱️ SLAs

Service level tracking and commitment systems that define, monitor, and enforce response and resolution time expectations for consistent service delivery.

• Flexible policy configuration with condition-based application
• Multiple metric tracking (first response, next response, resolution, update times)
• Business hours and holiday awareness for accurate calculations
• Automated timer management with pause/resume capabilities
• Real-time breach warnings and escalation triggers
• Performance analytics and SLA achievement reporting

Learn more about SLAs →

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⭐ CSAT

Customer Satisfaction survey system that collects valuable feedback from customers after support interactions to measure service quality and identify improvement opportunities.

• Rule-based survey triggering with customizable filter conditions
• Multi-channel delivery via Slack threads or email based on ticket source
• Flexible survey formats including 5-star ratings and thumbs up/down responses
• Intelligent sampling options to prevent survey fatigue and optimize response rates
• Customizable survey content, branding, and optional comment fields
• Global settings for delivery delays, cooldown periods, and trigger statuses

Learn more about CSAT →

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🏷️ Tags

Flexible labeling system for organizing and categorizing tickets without rigid field constraints. Tags provide lightweight metadata that enables powerful filtering, automation, and analytics capabilities.

• Color-coded label system for visual organization
• Flexible application across any ticket regardless of form or type
• Integration with search, filtering, and reporting systems
• Workflow trigger capabilities for automation

Learn more about Tags →

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🔗 Related tickets

Connection system that links tickets across departments, teams, and time periods to maintain context and prevent information silos.

• Cross-team ticket linking regardless of team or source
• Bidirectional relationship visibility and navigation across teams
• Support for multiple relationship types and connection contexts
• Search and discovery tools for finding relevant connections

Learn more about Related tickets →

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🕒 Recent tickets

Quick access system that surfaces historically similar or related tickets to provide agents with immediate context and potential solutions.

• Intelligent ticket similarity detection and matching
• Customer-specific ticket history and interaction patterns
• Quick access to previous solutions and resolution approaches
• Integration with knowledge base and solution documentation
• Contextual recommendations based on current ticket characteristics
• Learning algorithms that improve matching accuracy over time

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🔌 Custom apps

Integration framework that extends ticket functionality through connections with external tools and systems.

• Native integration framework for popular business tools (Jira, Linear)
• Custom application development capabilities for organization-specific needs
• Bidirectional data synchronization with external systems
• Embedded views and actions within the ticket interface
• Webhook and API integration for real-time data exchange
• App marketplace for third-party integrations and extensions

Learn more about Custom apps →

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📍 Where can you create tickets from

• Email - Automatic ticket creation from configured email
• Slack - Direct integration with Slack workspaces
• Microsoft Teams - Teams app integration for ticket management
• Web chat - Real-time chat widget for websites
• Discord - Discord server integration for community support
• Manual - Team member created tickets through the dashboard
• API - Programmatic ticket creation via APIs
• Customer Portal - Self-service ticket creation by customers
• Workflow - Tickets created by automated workflows
• Integration - External system integrations
• AI Agent - AI agents creating tickets based on analysis or prompts

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➕ How to create tickets in Thena

• Auto ticket creation from Slack using AI - AI automatically analyzes Slack conversations and creates tickets when it detects customer support requests or issues that require tracking
• Ticket creation using ticket emoji from Slack - Use 🎫 emoji reactions on Slack messages to instantly convert them into tickets
• Ticket creation by mentioning @thena - Create tickets directly in Slack by mentioning @thena in any message or thread
• Ticket creation using Slack shortcut ‘Inspect message > Create ticket’ - Right-click on any Slack message and select “Inspect message” followed by “Create ticket” to convert specific messages into tracked tickets
• /ticket command on Slack - Use the /ticket slash command in Slack to create tickets
• Ticket creation when email reaches configured email address - Automatically generate tickets when emails are sent to your team’s configured support email address
• Message in web chat after it has been created as a ticket - Web chat conversations automatically convert into tickets once initiated by AI, ensuring all customer interactions are captured and tracked
• Message in configured MS Teams channel - Create tickets from Microsoft Teams messages in configured channels
• Message in configured Discord channel - Generate tickets from Discord messages in configured channels for community support
• Via APIs - Create tickets programmatically using Thena’s API endpoints for integration with external systems and automated workflows
• Via customer portal - Allow customers to create tickets directly through the self-service customer portal
• Via manual ticket creation option in Thena - Create tickets manually through Thena’s interface using the dedicated ticket creation form

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⚡ What actions can you take on a ticket

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👀 Where can I view tickets in Thena?

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🔍 How to search and filter tickets

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✅ Best practices

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💡 Example use cases

Tickets in Thena provide the foundation for comprehensive business operations, enabling teams to deliver exceptional support experiences while maintaining operational efficiency and continuous improvement through data-driven insights.