Ticket drafts provide a way to prepare and collaborate on tickets before they are officially created. This feature is particularly useful for complex tickets that require multiple edits or team input before being submitted.
Drafts can be either private (visible only to the creator) or public (visible to all team members), allowing for flexible collaboration while maintaining control over work in progress.

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Understanding drafts

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Draft types

Private drafts

• Visible only to the creator
• Perfect for personal work
• No team visibility
• Convert to public when ready

Public drafts

• Visible to all team members
• Enables collaboration
• Team can provide input
• Ready for group review

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Draft lifecycle

1

Creation

  • Start new draft
  • Set visibility (private/public)
  • Add initial content
  • Save progress
2

Collaboration

  • Share with team (if public)
  • Gather feedback
  • Make revisions
  • Track changes
3

Finalization

  • Review final content
  • Validate required fields
  • Get approvals if needed
  • Prepare for submission
4

Submission

  • Convert to actual ticket
  • Assign appropriate team
  • Set initial status
  • Begin ticket lifecycle

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Draft management

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Core capabilities

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API endpoints

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Draft ticket

{
  "title": "Customer reported login issue",
  "description": "User unable to access mobile app",
  "isPrivate": true,
  "draftScope": "personal",
  "teamId": "team_123",
  "requestorEmail": "customer@example.com",
  "submitterEmail": "agent@thena.ai",
  "statusId": "status_new",
  "priorityId": "priority_high",
  "typeId": "type_bug",
  "accountId": "account_456",
  "assignedAgentId": "agent_789",
  "customFieldValues": [
    {
      "fieldId": "field_123",
      "value": "iOS 15.0"
    }
  ],
  "metadata": {
    "browserVersion": "Chrome 120",
    "deviceType": "Mobile"
  }
}
When creating a draft, use isPrivate: true and draftScope: "personal" for private drafts visible only to the creator. For team-wide visibility, set isPrivate: false.

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Available operations

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Best practices

Draft creation

• Use clear titles
• Include key details
• Set appropriate visibility
• Use templates when available

Collaboration

• Share early for feedback
• Use clear comments
• Track major changes
• Set review expectations

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Tips for effective draft management

1

Organization

  • Use consistent naming
  • Categorize appropriately
  • Clean up old drafts
  • Document decisions
2

Collaboration

  • Share context early
  • Request specific feedback
  • Set review timelines
  • Track feedback status
3

Quality control

  • Review required fields
  • Validate information
  • Check attachments
  • Test links and references

Ticket overview

Learn about ticket management

Fields

Understand ticket fields

Teams

Team collaboration

Best practices

Ticket management guidelines