FAQs on Ticketing
Common questions on how Thena ticketing works
Do I have the ability to configure tickets in Thena?
Yes - you do! From configuring a modal, to mandatory fields, custom statuses and priorities, we support them all. Find out more.
When you create a ticket for a message, can you create another ticket on the same message or thread again?
No - Thena does not allow you to create multiple tickets within a thread, or within a message. This is to ensure that there is one thread per ticket, where the bi-directional sync from your ticketing system is addressing one customer ask.
If we were to support multiple tickets on a thread, then the bi-directional syncs would confuse your customer, as there would be multiple updates that are likely unrelated within one thread.
We look to ensure that threads are readable, and have a fixed context. Our product has been designed to adhere to this principle.
Updated 27 days ago