Live demo
20k
NocoBase Solution

AI-Powered
Intelligent Ticketing

Let support teams focus on solving problems, not navigating complex workflows. Built on NocoBase low-code platform with T-shaped data architecture for unified multi-business management. AI employee team powers the entire ticket lifecycle from creation to closure.

Multi-source Intake
AI Smart Routing
Full SLA Monitoring
Auto Knowledge Capture
Use Cases: Equipment Repair IT Support Customer Complaints Inquiries
Learn More Contact Us
Built on NocoBase 2.x (In Development)
Intelligent Ticketing System Interface

Are You Facing These Challenges?

Enterprises face diverse service requests with scattered sources, varying workflows, and lack of unified management

High Cost, Slow Customization

SaaS ticketing systems are expensive. Custom development takes long with unpredictable costs. Hard to adapt when business needs change.

Fragmented Systems, Data Silos

Equipment repair, IT support, customer complaints scattered across different systems. Difficult to unify analysis and decision-making.

Slow Response, No Transparency

Requests flow inefficiently between systems. Customers can't track progress and frequently inquire, adding pressure on support.

Quality Hard to Ensure

No SLA monitoring mechanism. Timeouts and negative feedback can't be warned in time. Service quality varies.

Knowledge Can't Accumulate

Solutions scattered everywhere. New hires slow to onboard. Same problems solved repeatedly with low efficiency.

Missing AI Capabilities

Traditional systems lack AI assistance. Manual classification is time-consuming. No smart recommendations or auto-replies.

Our Solution

Universal ticketing platform built on NocoBase low-code: unified intake, smart distribution, multi-business support, closed-loop feedback

Multi-source Intake

Public forms, customer portal, email parsing, API/Webhook. All channels unified with automatic deduplication

AI Smart Routing

Auto intent recognition, sentiment analysis, urgency assessment. Skill matching and load balancing for smart assignment

Full SLA Monitoring

P0-P3 four priority levels. Auto-tracking of response/resolution times. Timeout alerts and escalation

Closed-loop Feedback

Multi-dimensional satisfaction ratings, NPS scores, negative feedback alerts and follow-up for continuous improvement

Core Design

T-Shaped Data Architecture

All tickets share a main table with unified workflows. Business-specific fields go into extension tables. Add new business types by simply adding tables

Main Ticket Table (nb_tts_tickets)
Ticket# | Title | Status | Priority | Assignee | SLA | AI Analysis
Equipment Repair
Serial# | Fault Code
Parts List | Site Photos
IT Support
Asset ID | OS Version
Remote URL | Error Code
Customer Complaint
Order ID | Severity
Compensation | Root Cause
More Business...
Extend as needed
Core flow unchanged
Unified Reports

One table for all ticket stats

Workflow Reuse

Change core flow in one place

Flexible Extension

New business = new table

AI Native

AI Employee Team

Not just "adding an AI button" - AI employees are embedded in every step. Each AI has clear roles, responsibilities, and personality

Orin
Sam
Service Desk Lead

Ticket routing, priority assessment, escalation decisions, SLA risk identification

Trigger: Auto on ticket creation
Viz
Grace
Customer Success Expert

Reply generation, tone adjustment, complaint handling, EQ firewall

Trigger: Click "AI Reply"
Alex
Max
Knowledge Assistant

Similar cases, knowledge recommendations, solution synthesis, knowledge generation

Trigger: Auto on ticket detail page
Cole
Lexi
Translator

Multi-language translation, quality review, sensitive info interception

Trigger: Auto when foreign language detected
Viz Grace's EQ Firewall

Automatically detects and optimizes negative expressions in support replies to prevent secondary complaints

Original

"That's not our problem, you configured it wrong"

Optimized

"After investigation, the issue is in the configuration. Let me help you adjust the settings to ensure it works properly"

Knowledge Management

Knowledge Self-circulation System

Resolved tickets automatically become knowledge. AI recommends knowledge for similar issues, creating a knowledge capture-application loop

Ticket Resolved
AI Value Assessment
Generate Article
Human Review
Knowledge Base
Similar Ticket
AI Recommends
Quick Resolution
Complete Description

Description >= 200 characters

Sufficient Discussion

Comments >= 2

Quality Standards

AI Score >= 0.6

SLA Service Level Management

Set response and resolution times by priority. Auto monitoring, alerts, escalation. SLA pauses when ticket is on hold

Priority Response Time Resolution Time Typical Scenario
P0 Critical 15 minutes 2 hours System down, production stopped
P1 High 1 hour 8 hours Major feature failure, high impact
P2 Medium 4 hours 24 hours General issues, workaround available
P3 Low 8 hours 72 hours Suggestions, feature inquiries
Early Warning

Notify assignee when < 20% time left

Timeout Alert

Notify assignee + supervisor on timeout

Auto Escalation

Notify manager after 1 hour timeout

Value AI Brings

Human-AI collaboration, not AI replacing humans. Let AI handle repetitive work, let humans focus on creating value

50%+
Sorting Efficiency Up

AI auto-classification reduces manual sorting time

30%
Secondary Complaints Down

EQ firewall optimizes reply tone

20%
Timeout Rate Down

SLA alerts enable early intervention

10%+
First-call Resolution Up

Knowledge recommendations speed up resolution

Why Choose Us?

Comparison with traditional SaaS ticketing and custom-built systems

Comparison SaaS Ticketing Custom Built NocoBase Solution
Time to Launch Out of the box Months of dev Configure and go
Customization Limited Full control Low-code flexibility
Data Security Cloud hosted Self-hosted Self-hosted, full control
AI Integration Limited/extra cost Build yourself AI native, deeply integrated
Extensibility Fixed features Code changes T-shaped, extend on demand
Total Cost High subscription High dev cost Buy once, use forever

Let AI Redefine Ticket Management

The Universal Ticket Tracking System is under development. If you have custom needs, want to learn more, or wish to join the beta, please contact us.

Contact Us View Ticketing 1.0