> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thena.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Overview

> Understanding tickets and their implementation in the Thena platform

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.

<Note>
  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.
</Note>

## 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

## Ticket structure

### Core components

<CardGroup cols={2}>
  <Card title="Basic information" icon="ticket">
    • Unique identifier <br />
    • Title and description <br />
    • Status and priority <br />
    • Creation timestamp
  </Card>

  <Card title="Relationships" icon="diagram-project">
    • Customer association <br />
    • Team assignment <br />
    • Agent ownership <br />
    • Related tickets
  </Card>
</CardGroup>

### Field types

<AccordionGroup>
  <Accordion title="Standard fields" icon="rectangle-list">
    * Title (required)
    * Description
    * Status
    * Priority
    * Type
    * Source
    * Tags
    * Due date
  </Accordion>

  <Accordion title="Customer fields" icon="user">
    * Customer ID
    * Contact information
    * Company details
    * Preferences
    * Service level
  </Accordion>

  <Accordion title="Assignment fields" icon="users">
    * Assigned team
    * Assigned agent
    * Assignment rules
    * Escalation level
    * Handling time
  </Accordion>

  <Accordion title="Custom fields" icon="puzzle-piece">
    * Business-specific fields
    * Industry requirements
    * Process tracking
    * Integration data
  </Accordion>
</AccordionGroup>

## Ticket management

### Creation methods

<CardGroup cols={2}>
  <Card title="Direct creation" icon="plus">
    • Web interface <br />
    • API endpoints <br />
    • Email <br />
    • Slack<br />
    • MS Teams <br />
  </Card>

  <Card title="Automated creation" icon="robot">
    • Chat integration <br />
    • Form submissions <br />
    • Workflow triggers
  </Card>
</CardGroup>

### Lifecycle stages

<Steps>
  <Step title="Creation">
    * Initial submission
    * Channel processing
    * Field population
    * Rule evaluation
  </Step>

  <Step title="Assignment">
    * Team routing
    * Agent assignment
    * Priority setting
    * SLA calculation
  </Step>

  <Step title="Processing">
    * Status updates
    * Work tracking
    * Communication
    * Collaboration
  </Step>

  <Step title="Resolution">
    * Solution implementation
    * Customer confirmation
    * Quality checks
    * Knowledge capture
  </Step>
</Steps>

## API endpoints

### Sample ticket

```json theme={null}
{
  "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"
  }
}
```

<Note>
  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.
</Note>

### Available operations

<Accordion title="Ticket management" icon="ticket">
  ```bash theme={null}
  # List tickets
  GET /v1/tickets

  # Create ticket
  POST /v1/tickets
  Content-Type: application/json

  # Get ticket by ID
  GET /v1/tickets/{id}

  # Update ticket
  PATCH /v1/tickets/{id}
  Content-Type: application/json

  # Delete ticket
  DELETE /v1/tickets/{id}
  ```

  <Note>
    All endpoints require authentication and appropriate permissions.
  </Note>

  For detailed API specifications, see <a href="/api-reference/platform/tickets/create-a-ticket" target="_blank">Ticket Management</a>
</Accordion>

<Accordion title="Ticket operations" icon="gears">
  ```bash theme={null}
  # Add comment
  POST /v1/tickets/{id}/comments
  Content-Type: application/json

  # Assign ticket
  POST /v1/tickets/{id}/assign
  Content-Type: application/json

  # Change status
  PATCH /v1/tickets/{id}/status
  Content-Type: application/json

  # Link tickets
  POST /v1/tickets/{id}/links
  Content-Type: application/json
  ```

  #### Comment request

  ```json theme={null}
  {
    "content": "Investigating the login issue...",
    "isPublic": true,
    "mentions": ["user-789"]
  }
  ```

  For detailed API specifications, see:

  * <a href="/api-reference/platform/tickets/comment-on-a-ticket" target="_blank">Add Comment</a>
  * <a href="/api-reference/platform/tickets/assign-a-ticket-to-an-agent" target="_blank">Assign Ticket</a>
</Accordion>

## Best practices

<Steps>
  <Step title="Ticket creation">
    * Use clear, descriptive titles
    * Include relevant details
    * Set appropriate priority
    * Add proper categorization
  </Step>

  <Step title="Processing">
    * Follow standard workflows
    * Maintain communication
    * Document actions taken
    * Update status promptly
  </Step>

  <Step title="Resolution">
    * Verify solution
    * Get customer confirmation
    * Document resolution
    * Update knowledge base
  </Step>
</Steps>

## Related resources

<CardGroup cols={2}>
  <Card title="Lifecycle" icon="circle-nodes" href="/platform/core-concepts/tickets/lifecycle">
    Understand ticket lifecycle
  </Card>

  <Card title="SLA" icon="stopwatch" href="/platform/core-concepts/tickets/sla">
    Configure SLA policies
  </Card>

  <Card title="Fields" icon="rectangle-list" href="/platform/core-concepts/tickets/fields">
    Manage ticket fields
  </Card>

  <Card title="Teams" icon="users" href="/platform/core-concepts/teams/overview">
    Team management
  </Card>
</CardGroup>