AI-Powered Ticketing Built with NocoBase 2.0

AI-powered ticketing built on NocoBase 2.0, ready to deploy and extend.

Introduction: https://www.nocobase.com/en/solutions/ticketing-v2

Documentation: https://v2.docs.nocobase.com/en/solution/ticket-system/

Built for Change

In customer support, IT operations, equipment maintenance, and internal service desk scenarios, ticketing is a fundamental part of enterprise operations.

Yet in practice, many teams run into the same challenges:

• Ticket requests come from everywhere: forms, emails, and customer service tools, each handled separately
• Ticket classification and assignment rely heavily on manual effort, leading to low efficiency and frequent mistakes
• SLAs exist on paper but are difficult to track and enforce in practice
• The same issues keep recurring, while experience and solutions fail to accumulate over time

Is it possible to build a ticketing solution that can be launched quickly and still evolve as business requirements change?

This is the core problem the NocoBase AI ticketing solution is designed to address.

Limits of Traditional Ticketing

Based on our research, most teams end up choosing one of the following:

SaaS Ticketing

SaaS ticketing solutions are quick to adopt and come with a rich set of features, but their limitations are clear:

• Limited flexibility in workflow and field customization
• AI features are mostly superficial rather than deeply integrated
• Data and business logic are not fully under the team’s control
• Costs continue to rise as the organization scales

In-House Ticketing

This approach appears to offer maximum flexibility, but in practice:

• Initial development takes a long time and requires significant investment
• Ongoing maintenance relies entirely on the original developers
• Any change in workflow requires additional development work
• It is difficult to turn accumulated experience into a reusable, productized system

Design Principles

Our positioning is an extensible, configurable, and AI-native ticketing architecture.

The goal is to help enterprises build flexible, scalable, and fully self-controlled ticketing systems at a lower cost, allowing systems to continuously adapt to evolving business needs rather than being constrained by rigid capabilities.

Extensible Data Model

We use a T-shaped data model:

• Ticket master table: handles shared capabilities such as status workflows, assignees, priorities, SLAs, and communication history
• Business extension tables: designed for different use cases, including:
  • IT support tickets
  • Equipment maintenance tickets
  • Customer complaints and feedback
  • Internal administrative requests

This design brings several key advantages:

• New ticket types can be added without changing the core workflow
• Each business scenario can have its own fields and page layouts
• Core logic stays consistent, keeping extension costs extremely low

As a result, this solution is well suited for enterprise environments with multiple departments and business lines.

Unified Ticket Intake

In NocoBase, tickets can be created through multiple channels:

• External or internal forms
• Automatically parsed emails
• APIs and webhooks
• Manual entry by customer support or operations teams

The system then standardizes everything by handling:

• Source identification
• Duplicate detection
• Basic data enrichment

As a result, all requests are brought into a single, unified ticket workflow instead of being scattered across different tools and systems.

AI-Powered Assignment

In NocoBase, AI goes beyond automated replies and plays an active role throughout the ticket handling process:

• Understanding ticket intent and urgency
• Evaluating priority using rules and historical data
• Assigning tickets intelligently based on team members’ skills and current workload
• Providing agents with response suggestions and relevant context

AI is not designed to replace people. Its purpose is to reduce the cost of manual judgment, allowing teams to focus on decisions that truly require human involvement.

SLA

Without SLA enforcement, ticketing inevitably turns into nothing more than a task list.

In this solution:

• Different priorities (P0-P3) can be configured with different SLA targets
• Response time and resolution time are automatically tracked
• SLA breaches trigger notifications or escalation workflows
• SLA metrics can be directly used for reporting and retrospective analysis

Knowledge Base

A well-designed ticketing naturally evolves into a knowledge system over time.

In the NocoBase solution:

• Ticket resolution processes are automatically captured as knowledge entries
• When new tickets are created, the system recommends similar solutions
• AI helps generate summaries, refine content, and support multiple languages
• This knowledge base, in turn, continuously improves ticket handling efficiency

Differs from Traditional Solutions

Dimension	Traditional SaaS Ticketing	In-House Systems	NocoBase Ticketing Solution
Time to launch	Fast	Slow	Fast
Customization	Limited	High	High
Extension cost	High	High	Low
AI integration	Basic and add-on	Requires custom development	Native and deeply integrated
Data and deployment	Partially controlled	Fully controlled	Fully controlled

Installation and Usage

Please refer to the documentation and choose the option that best matches your NocoBase edition and technical background.

https://v2.docs.nocobase.com/cn/solution/ticket-system/installation

Roadmap

The NocoBase ticketing solution is still evolving, and some capabilities are not yet fully available in the current version. We will continue to improve and extend the solution based on real-world use cases and feedback from the community.

In the coming period, we plan to focus on the following areas:

• Multi-language support: expanding language coverage for global teams
• Documentation enhancements: providing detailed documentation for core workflows and modules to make the system easier to understand and use

If you run into any issues while using the system, or have suggestions about its features or design, we welcome you to share your feedback in the NocoBase community forum.

We actively review this feedback and use it as an important input for future iterations.

Forum: https://forum.nocobase.com

You are also welcome to try out the full ticketing solution in our demo environment: https://demo.nocobase.com/new