Construire avec votre agent IA
Build a NocoBase app — Support Inbox: a three-pane inbox — queue, conversation, and customer panel. Match the layout and signature visuals of this reference prototype: https://static-docs.nocobase.com/solution/templates/12-support-ticket-software.html
Avant de commencer, suivez le démarrage rapide de l'agent IA pour installer NocoBase et connecter votre agent. Les résultats de l'IA peuvent varier ; selon le modèle et la complexité du système, quelques ajustements ou échanges supplémentaires peuvent être nécessaires.
Introduction
Use your favorite AI agent and NocoBase to quickly build a customizable, reliable, and continuously evolvable customer support ticket system for managing customer issues, ticket statuses, priorities, conversation history, internal notes, assignees, SLAs, and customer information.
You can copy the prompt below and let your AI agent generate the foundation of a customer support ticket system in NocoBase, then adjust fields, pages, and handling flows through the no-code UI.
This system is ideal for customer service teams, after-sales support teams, technical support teams, SaaS businesses, software companies, and e-commerce teams that need to handle customer issues from email, live chat, web, and phone channels in one place.
Customer support inbox:
AI employee analyzing ticket data:
Ticket detail and message history:
What problems does a customer support ticket system solve?
The hard part of customer support is not receiving questions — it is continuously tracking the status of every issue across multiple channels, customers, and agents.
When customer issues are scattered across inboxes, chat tools, and spreadsheets, teams easily run into missed tickets, duplicate replies, unclear ownership, urgent issues handled too late, and customer context that is hard to look up.
With this system, agents can view pending tickets in a unified inbox and filter them by status such as open, pending, and resolved. Every ticket records its subject, customer, company, channel, priority, assignee, and SLA status.
When opening a ticket, agents can see the full customer conversation and, in the same screen, reply to the customer, add internal-only notes, or forward the conversation to someone else. The system can also show the customer’s contact details, region, relationship start date, customer value, ticket history, and current owner, helping agents understand the full customer context.
For urgent tickets or tickets about to breach their SLA, the system clearly shows how overdue they are, helping the team prioritize high-risk issues.
Core features
Unified ticket inbox
- Centralized ticket handling: View customer issues submitted through different channels in a single inbox and switch between tickets quickly.
- Status and priority at a glance: Filter tickets by status such as open, pending, and resolved, while seeing priority and SLA risk.
- Key information preview: See ticket subject, customer, company, content summary, and creation time directly, to quickly decide what to handle first.
Customer communication and message history
- Complete conversation timeline: Show customer messages, agent replies, senders, and exact timestamps in one place, preserving the full communication context.
- Multiple communication actions: Reply to customers directly, use quick replies, or forward a ticket to someone else for handling.
- Message type separation: Clearly distinguish customer messages, agent replies, and internal notes, preventing internal collaboration content from being sent to customers by mistake.
Team collaboration and ticket routing
- Assignee management: Assign tickets to specific agents and reassign them based on workload or expertise.
- Internal note collaboration: Record troubleshooting steps, handover information, and handling suggestions for internal team communication.
- Status updates: Continuously update ticket statuses and mark issues as resolved once they are handled.
Ticket and customer information management
- Ticket essentials: Manage subject, status, priority, source channel, assignee, SLA due time, and creation time in one place.
- Linked customer profiles: View the customer’s contact details, region, company, and current account owner while handling a ticket.
- Service history: See the customer’s past tickets, relationship start date, and customer lifetime value, helping agents understand the full background.
Multi-condition filtering and search
- Flexible ticket filtering: Filter tickets by status, priority, source channel, and assignee.
- Quick customer lookup: Locate related tickets and service history by customer name or company.
- SLA risk detection: Quickly find high-risk tickets approaching their deadline or already overdue.
AI-powered analysis
- AI ticket distribution analysis: Count tickets by status and priority to understand the current support queue.
- AI high-risk issue detection: Identify tickets that are urgent, long unresolved, or about to breach SLA.
- AI operations dashboards: Summarize unresolved tickets, priority distribution, and SLA performance, helping supervisors gauge team pressure.
- AI support data summaries: Automatically extract frequent issues, key risks, and items that need priority handling.
Why build a customer support ticket system with AI and NocoBase?
Once a support system goes into real use, it has to handle far more than a ticket list. Teams also need to manage customer messages, internal notes, assignees, priorities, SLAs, customer profiles, and history — and keep the information consistent across different agents.
If you simply use generic vibe coding to generate a support page from scratch, the ticket list and reply box are easy to finish, but access control, message linking, customer profiles, SLA tracking, action history, and data analysis all still need to be filled in piece by piece.
NocoBase connects tickets, messages, customers, companies, and assignees as related data. Agents handle customer issues in a unified interface, while managers use filters, statistics, and dashboards to understand overall operations.
AI can not only help build the system but also take part in support data analysis. The AI employee in the screenshots can read ticket data and generate ticket status distribution and priority analysis charts, helping managers quickly understand current unresolved tickets, urgent issues, and team workload.
The result is not just a support inbox, but a customer service platform that keeps evolving with your customer base, support channels, SLA rules, and team structure.
FAQ
- How is a support ticket system different from a plain shared mailbox?
A shared mailbox can only collect emails; it struggles to continuously manage ticket status, priority, assignees, SLAs, internal notes, and customer history.
A support ticket system turns every customer issue into a trackable ticket and links customer messages, agent replies, handling status, and assignees together. Even as a ticket moves between agents, the team sees the full context, reducing repeated questions and missed issues.
- Can I manage customer issues from different channels in one place?
Yes. The system can record tickets from email, live chat, web forms, phone, and other channels, and manage them in a unified inbox and ticket list.
Every ticket keeps its source channel, so the team can filter or analyze issue volume and handling performance by channel.
- Can I handle the entire customer conversation on one page?
Yes. Agents can view customer messages, past replies, and internal notes on the ticket page and reply to customers directly, without switching back and forth between email, chat tools, and customer records.
The page can also show the customer’s contact details, company, region, customer value, and ticket history, so agents have the full picture before replying.
- Can I prioritize tickets by priority and SLA?
Yes. Every ticket can be set to a priority such as low, normal, high, or urgent, and record an SLA due time.
Teams can prioritize high-priority tickets and those near or past their deadline. Support leads can also use filters and operations dashboards to see current high-risk issues.
- Can I assign tickets to different agents or teams?
Yes. Every ticket can have a designated assignee, and support leads can reassign tickets based on skills, queues, or current workload.
With permission configuration, agents can see only the tickets assigned to them while leads see the whole team’s, avoiding every agent having default access to all customer data.
- Does the system keep a complete message and handling history?
Yes. Customer messages, agent replies, and internal notes all record the sender, content, type, and time.
Ticket status changes, assignee changes, and other key actions can also be kept as an action history, making it easy to review the handling process, hand over work, or resolve customer disputes.
- What can AI do in customer support?
AI can analyze ticket subjects and content to assist with issue classification, priority judgment, summarization, and reply suggestions, and it can generate operational analysis based on ticket status, priority, and SLA data.
For example, AI can find unresolved urgent tickets, summarize frequent issues, or help supervisors identify the main risks in the current support queue.
- Can Claude Code, Codex, Cursor, or OpenCode build this ticket system?
Yes. AI coding agents such as Claude Code, Codex, Cursor, and OpenCode can connect to NocoBase and generate data structures like customers, tickets, and messages, plus the inbox, ticket list, and detail pages from natural language prompts.
After the foundation is generated, the team can keep adjusting fields, statuses, pages, permissions, and workflows through NocoBase’s no-code UI, without relying on AI to rebuild the whole app each time.
- Can I control which customers and tickets each agent can see?
Yes. NocoBase supports access control by role, assignee, team, or other data conditions.
For example, agents handle only tickets assigned to them, team leads view their group’s tickets, the head of support sees all service data, and admins manage system configuration. Companies can also add single sign-on as needed so employees keep using their existing corporate accounts.
- Can the system keep up when our support process changes?
Yes. Teams can keep adding ticket fields, statuses, channels, priorities, and SLA rules, and adjust the inbox layout, customer profiles, assignment methods, and notification flows.
As the support team grows or channels increase, there is no need to rebuild the system — you can keep iterating on the existing data and processes.
- Is this system ready for a real customer service team?
Yes. Customer support especially needs permission isolation, message history, action tracking, SLAs, and long-term maintenance — not just an interface that can send replies.
NocoBase can combine workflows, notifications, action history, audit logs, enterprise login, APIs, and plugin extensions as needed. Compared with a one-off support page generated by generic vibe coding, it is far better suited to running an ongoing customer support operation.
