When a new ticket is created in Thena, the platform automatically attempts to identify and link it to the appropriate customer account. This intelligent mapping process ensures every ticket is properly associated with the right customer for better organization and relationship management.
Account mapping happens automatically during ticket creation using a priority-based resolution system. No manual intervention is required in most cases, though the results can be reviewed and adjusted if needed.

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How account mapping works

Thena follows a priority-based approach to determine the best account match for each incoming ticket:

High priority sources

• Direct account ID
• Slack channel association
• Explicit customer reference

Fallback methods

• Email domain matching
• Customer contact lookup
• Automatic account creation

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Mapping scenarios

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Scenario 1: Direct account reference

When it happens: The ticket creation request explicitly includes an account ID. Process:
1

Account lookup

Thena immediately searches for the specified account ID
2

Validation

If the account exists, the ticket is linked immediately
3

Fallback

If the account doesn’t exist, the system continues with other mapping methods
Result: Highest success rate when the account ID is valid. Example: API calls or form submissions that include the account identifier like "accountId": "acc_123456".

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Scenario 2: Slack channel mapping

When it happens: A ticket is created from a Slack channel that’s associated with a customer account. Process:
1

Channel lookup

System searches for accounts linked to the specific Slack channel
2

Single match

If exactly one account is found, ticket is automatically linked
3

Multiple matches

If multiple accounts match, proceed to email-based resolution
4

No matches

If no accounts match, continue with email domain resolution
Example: Customer support requests in dedicated Slack channels like #customer-acme-corp.

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Scenario 3: Email domain resolution

When it happens: Thena uses the requester’s email domain to find matching accounts. Process:
1

Domain extraction

Extract domain from email (e.g., support@company.com → company.com)
2

Public domain check

Skip resolution for public domains like gmail.com, yahoo.com
3

Primary domain search

Search accounts with matching primary domains
4

Secondary domain search

If no primary matches, check secondary domains
5

Conflict resolution

If multiple matches found, ticket created without account
Results:
  • Single match: Ticket linked to matching account
  • Multiple matches: Conflict prevents automatic linking
  • No matches: Proceeds to account creation logic
Example: A ticket from john@acmecorp.com gets linked to the “Acme Corporation” account.
Public email domains (gmail.com, yahoo.com, etc.) are automatically excluded from domain-based account mapping to prevent incorrect associations.

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Scenario 4: Customer contact resolution

When it happens: Multiple accounts match a Slack channel, so Thena checks if the requester is a known contact. Process:
1

Contact lookup

Search for the requester’s email in existing customer contacts
2

Account association

Check which accounts the contact is associated with
3

Cross-reference

Match contact’s accounts with potential candidates
4

Resolution

Link ticket if exactly one account matches
Result: Helps resolve conflicts when multiple accounts could potentially match.

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Scenario 5: Automatic account creation

When it happens: No existing account matches are found and automatic account creation is enabled. Conditions:
Result:
  • ✅ New account created and linked to ticket
  • ✅ Customer contact established
  • ✅ Future tickets from same domain will link automatically
Automatic account creation is disabled for public email domains to prevent creating accounts for personal email addresses like gmail.com or yahoo.com.

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Organization-wide policies

Domain policies

Primary domains: Main email domain for the organization
Secondary domains: Additional domains (acquisitions, subsidiaries)
Public domains: Excluded from automatic mapping

Audit settings

Activity logging: Track all mapping decisions
Success tracking: Monitor mapping accuracy
Conflict reporting: Identify mapping issues

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Troubleshooting

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Common issues

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When to manually intervene

Complex scenarios

• Organizations with overlapping domains
• Temporary email addresses
• Unusual domain configurations
• Legacy data migration issues

High-value situations

• Enterprise customer accounts
• Strategic partnership tickets
• Escalated support cases
• Compliance-sensitive situations

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Manual override procedures

1

Immediate correction

  • Account mapping decisions can be reviewed immediately after ticket creation
  • Use the ticket edit function to manually assign the correct account
2

Process improvement

  • Analyze patterns in manual overrides to identify system improvements
  • Update domain configurations based on override patterns
All account mapping decisions can be reviewed and manually adjusted after ticket creation if needed. The system maintains a full audit trail of both automatic and manual account associations.

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The account mapping flow

This comprehensive flow shows how Thena systematically attempts to link every ticket to an appropriate account through multiple resolution strategies.

Account management

Learn about managing customer accounts

Ticket creation

Understanding the ticket creation process

Team configuration

Configure team settings and behaviors

Moving tickets

Learn about moving tickets between teams