> ## 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 work units and their implementation in the Thena platform

Work units are the foundational building blocks for tracking and managing work in the Thena platform. While implemented using the ticket system under the hood, work units can be customized and aliased to match your specific business terminology and workflows.

## Understanding work units

<CardGroup cols={2}>
  <Card title="Flexible foundation" icon="cube">
    Core system that adapts to your business language - call them tickets, cases, opportunities, or bugs
  </Card>

  <Card title="Unified backend" icon="database">
    Consistent data model and APIs regardless of how work units are presented in your interface
  </Card>
</CardGroup>

<Note>
  Work units are defined at the team level, and each team can have only one type of work unit. This ensures consistent workflows and processes within team operations.
</Note>

### Work units vs custom objects

<CardGroup cols={2}>
  <Card title="Work units" icon="cube">
    • Built-in capabilities <br />
    • Standard fields (assignee, status, priority) <br />
    • Built-in workflows <br />
    • Automatic SLA tracking <br />
    • Smart assignment rules <br />
    • Sub-team-based routing <br />
    • Notification system <br />
  </Card>

  <Card title="Custom objects" icon="database">
    • Basic data storage <br />
    • No standard fields <br />
    • Manual workflow creation <br />
    • No built-in SLA tracking <br />
    • Custom assignment logic needed <br />
    • Manual routing setup <br />
    • Custom notification setup <br />
  </Card>
</CardGroup>

<Note>
  While custom objects provide flexibility for data storage, work units come with out-of-the-box functionality designed for operational workflows, making them ideal for managing team processes.
</Note>

## Implementation

### Core attributes

Every work unit, regardless of its alias, includes:

<CardGroup cols={2}>
  <Card title="Standard fields" icon="rectangle-list">
    • Unique identifier <br />
    • Title and description <br />
    • Status and priority <br />
    • Assignment details <br />
    • Timestamps <br />
  </Card>

  <Card title="Extensible properties" icon="puzzle-piece">
    • Custom fields <br />
    • Dynamic forms <br />
    • Metadata <br />
    • Tags <br />
  </Card>
</CardGroup>

### Common aliases

Work units can be presented differently based on your team's needs:

<AccordionGroup>
  <Accordion title="Support teams" icon="headset">
    * Tickets
    * Cases
    * Issues
    * Requests
  </Accordion>

  <Accordion title="Sales teams" icon="money-bill-trend-up">
    * Opportunities
    * Leads
    * Deals
  </Accordion>

  <Accordion title="Project teams" icon="list-check">
    * Tasks
    * Stories
    * Deliverables
    * Features
  </Accordion>

  <Accordion title="Operations teams" icon="gears">
    * Requests
    * Incidents
    * Changes
    * Assets
  </Accordion>
</AccordionGroup>

### Customization options

<AccordionGroup>
  <Accordion title="Interface customization" icon="palette">
    * Custom field labels
    * Branded terminology
    * Team-specific views
    * Role-based layouts (coming soon)
  </Accordion>

  <Accordion title="Process customization" icon="sitemap">
    Define your workflows:

    * Custom statuses
    * Team-specific processes
    * Automation rules
    * SLA definitions
  </Accordion>

  <Accordion title="Integration options" icon="plug">
    Connect with your tools:

    * API access
    * Webhook support (coming soon)
    * Custom actions (coming soon)
    * External system sync (coming soon)
  </Accordion>
</AccordionGroup>

## Example: Sales opportunities

Here's how work units can be customized for a sales team:

<CardGroup cols={2}>
  <Card title="Fields" icon="rectangle-list">
    Required information tracking:
    • Deal value and currency <br />
    • Probability percentage <br />
    • Expected close date <br />
    • Account and contacts <br />
    • Product/service details <br />
    • Competitor analysis <br />
  </Card>

  <Card title="Workflows" icon="diagram-project">
    Process automation:
    • Stage-based routing <br />
    • Approval flows <br />
    • Quote generation <br />
    • Win/loss tracking <br />
    • Revenue forecasting <br />
    • Team notifications <br />
  </Card>
</CardGroup>

### Custom pipeline stages

<Note>
  These stages are implemented as custom statuses in the work unit. Each stage can be configured with mandatory fields that must be completed before moving to the next stage.
</Note>

<Steps>
  <Step title="Lead qualification">
    Required fields:
    • Company size
    • Budget range
    • Decision timeline
  </Step>

  <Step title="Discovery">
    Required fields:
    • Requirements document
    • Technical assessment
    • Stakeholder map
  </Step>

  <Step title="Proposal">
    Required fields:
    • Solution scope
    • Pricing details
    • ROI calculation
  </Step>

  <Step title="Negotiation">
    Required fields:
    • Contract terms
    • Discount approvals
    • Legal review status
  </Step>

  <Step title="Closure">
    Required fields:
    • Final contract
    • Win/loss reason
    • Next steps/implementation plan
  </Step>
</Steps>

### Pipeline visualization

```mermaid theme={null}
flowchart LR
    A[Lead] --> B[Opportunity]
    B --> C[Proposal]
    C --> D[Contract]
    D --> E[Closed]
```

<Note>
  Each transition between stages is controlled by field validation. The work unit can only progress when all mandatory fields for the current stage are completed, ensuring data quality and process compliance.
</Note>

## Best practices

1. **Consistent terminology**
   * Use clear, team-specific aliases
   * Maintain consistent naming
   * Document terminology
   * Train team members

2. **Process alignment**
   * Map to existing workflows
   * Define clear transitions
   * Set up automation
   * Monitor effectiveness

3. **Data integrity**
   * Validate required fields
   * Maintain relationships
   * Track history
   * Ensure compliance

## Related resources

<CardGroup cols={2}>
  <Card title="Ticket system" icon="ticket" href="/platform/core-concepts/tickets/overview">
    Core ticket implementation details
  </Card>

  <Card title="Custom fields" icon="rectangle-list" href="/platform/forms/custom-fields">
    Extending work units with custom fields
  </Card>
</CardGroup>