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Overview

The ticket window is where agents manage every aspect of a ticket. From conversation to resolution, it’s the heart of the support experience in Thena. Every window brings full context, live updates, and customizable fields—designed to help your team work faster, stay aligned, and delight customers.

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Title & description

The top of the ticket gives you immediate clarity.
  • Title: Often auto-generated using AI, but editable by agents.
  • Description: A long-form explanation, capturing the problem, request, or issue in detail.
Perfect for organizing complex customer communication into a structured format.

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Conversation

Your main chat interface.
  • Engage with the requester using rich text
  • Use internal threads for async teammate collaboration
  • Add emojis, mentions, or insert links
Every message is time-stamped, threaded, and part of a single timeline.

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Forms & fields

Each ticket is attached to a form. These forms determine what custom or standard fields appear in the ticket window.
  • Fields can be text, date, checkbox, dropdown, or lookup types
  • Fields are fully editable
  • Supports auto-updated fields from integrations or user input
This makes every ticket flexible, adaptable, and rich in metadata.

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Account details

See the customer behind the ticket.
  • View account name, owner, domains, and current status
  • Useful for determining SLAs, support tiers, or internal routing
  • Links to full account and contact profiles
Agents no longer need to tab-hop or guess who the requester is.

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Recent tickets

Display a list of tickets recently submitted by the same customer or account.
  • Helps identify repeat issues
  • Surface open or overdue items
  • Prioritize based on history
Stay one step ahead in every conversation.

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Tags

Tags are used to categorize and organize tickets by topic, department, or priority.
  • Color-coded and easy to scan
  • Shown on both the ticket card and ticket window
  • Tags are fully customizable in Settings
Use tags to filter views, trigger workflows, or analyze trends.

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Internal threads

Private discussions within the ticket.
  • Only visible to your internal team
  • Used for manager escalations, side questions, and handoffs
  • Supports mentions and rich formatting
Think of it as Slack inside every ticket.

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Notes

Notes are used to capture context that doesn’t belong in the main thread.
  • Record call summaries, resolution steps, or follow-up plans
  • Private by default
  • Time-stamped and user-attributed
Helps any agent picking up the ticket to understand what happened.

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Activity

The activity panel is a changelog for the ticket.
  • See who changed what and when
  • Tracks updates to assignee, group, status, priority, fields, and more
  • Keeps your team accountable and in sync
No more guessing what happened or when.

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Fullscreen mode

Click the expand icon to go fullscreen.
  • Focused view for long conversations
  • Clean interface for high-touch customers
  • Helps you power through queues without distractions
Perfect for deep work.

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Next steps

After learning about the window feature, you may want to explore triage to efficiently manage incoming tickets.