Fields and tags
Understanding standard ticket fields and tags in the Thena platform
Standard fields
Standard fields are built-in fields that come with every ticket. They provide essential information and functionality for ticket management.
Core fields
Identification
Identification
- Ticket ID - System-generated unique identifier
- UID - Human-readable unique identifier
- Title - Brief description of the ticket
- Description - Detailed explanation of the ticket
Organization
Organization
- Organization ID - Associated organization
- Team ID - Assigned team
- Form ID - Source form reference
Contact information
Contact information
- Requestor Email - Email of the person requesting
- Customer Contact - Associated customer contact
- Submitter Email - Email of the person who submitted
Default values
The following standard fields have default values at the team level. Each team can customize these values according to their needs.
Priority levels
Priority levels
Default priorities for each team:
- Low: Routine issues that can be handled during normal business hours
- Medium (Default): Issues requiring attention within standard SLA
- High: Important issues needing prompt attention
- Urgent: Critical issues requiring immediate attention
Ticket types
Ticket types
Default types for each team:
- Bug: Error or issue in the code (Color: #db1f61)
- Feature Request: Request for a new feature (Color: #1f74db)
- Question: Request for information (Color: #1fdb8a)
- Task: Request for a new task (Color: #db7a1f)
Additional attributes
Dates and timing
- Created At
- Updated At
- Due Date
- Resolution Date
Progress tracking
- Status
- Priority
- Progress Percentage
- Time Spent
Status flags
- Is Active
- Is Deleted
- Is Draft
- Is Resolved
Metadata
- Source
- Channel
- Category
- Version
Tags
Tags provide a flexible way to categorize and organize tickets. They can be used for filtering, reporting, and automation.
Tag structure
Tag properties
- Name (unique identifier)
- Display Name
- Color
- Description
- Organization ID
Tag metadata
- Created At
- Updated At
- Created By
- Is Active
- Is System Tag
Tag usage
Organization
Organization
- Categorize tickets
- Group related items
- Filter and search
- Generate reports
Automation
Automation
- Trigger workflows
- Route tickets
- Set priorities
- Apply rules
Best practices
Field management
- Keep data accurate and up-to-date
- Use consistent formatting
- Follow naming conventions
- Regular data cleanup
Tag management
- Use meaningful names
- Maintain tag hierarchy
- Review and cleanup regularly
- Document tag purposes
Related resources
Custom fields
Learn about extending tickets with custom fields
Forms
Configure forms for ticket creation
Workflows
Automate processes using fields and tags
Best practices
Field and tag management guidelines
API endpoints
Field configuration
Field configurations determine how data is collected, validated, and displayed in tickets. Changes to field configurations may affect existing tickets.
Available operations
Field management
Field management
All endpoints require authentication and appropriate permissions. System default fields cannot be deleted.
For detailed API specifications, see:
Tag management
Tag management
For detailed API specifications, see Tag Management