Tickets are the primary unit of work in the Thena Platform, representing customer inquiries, issues, requests, and other actionable items. They provide a structured way to track, manage, and resolve customer interactions across your organization.

Each ticket can be customized with various fields, workflows, and automations to match your business processes. Tickets can be created through multiple channels including email, chat, API, and web forms.

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What is a ticket?

A ticket in Thena platform represents:

  • A customer inquiry or request
  • An internal task or issue
  • A trackable work item
  • A collaboration point for teams

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Ticket structure

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Core components

Basic information

• Unique identifier
• Title and description
• Status and priority
• Creation timestamp

Relationships

• Customer association
• Team assignment
• Agent ownership
• Related tickets

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Field types

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Ticket management

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Creation methods

Direct creation

• Web interface
• API endpoints
• Email
• Slack
• MS Teams

Automated creation

• Chat integration
• Form submissions
• Workflow triggers

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Lifecycle stages

1

Creation

  • Initial submission
  • Channel processing
  • Field population
  • Rule evaluation
2

Assignment

  • Team routing
  • Agent assignment
  • Priority setting
  • SLA calculation
3

Processing

  • Status updates
  • Work tracking
  • Communication
  • Collaboration
4

Resolution

  • Solution implementation
  • Customer confirmation
  • Quality checks
  • Knowledge capture

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API endpoints

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Sample ticket

{
  "title": "Unable to access account",
  "description": "Customer reported login issues on mobile app",
  "type": "INCIDENT",
  "priority": "HIGH",
  "status": "NEW",
  "source": "EMAIL",
  "customerId": "cust-123",
  "teamId": "team-456",
  "tags": ["mobile-app", "login"],
  "customFields": {
    "impactedSystem": "Mobile Authentication",
    "deviceType": "iOS",
    "appVersion": "2.1.0"
  }
}

When creating a ticket, the system will add additional fields in the response such as uid, createdAt, updatedAt, number (human-readable identifier), and tracking information.

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Available operations

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Best practices

1

Ticket creation

  • Use clear, descriptive titles
  • Include relevant details
  • Set appropriate priority
  • Add proper categorization
2

Processing

  • Follow standard workflows
  • Maintain communication
  • Document actions taken
  • Update status promptly
3

Resolution

  • Verify solution
  • Get customer confirmation
  • Document resolution
  • Update knowledge base

Lifecycle

Understand ticket lifecycle

SLA

Configure SLA policies

Fields

Manage ticket fields

Teams

Team management