Search for Tickets with AI Assistant

Overview

Find tickets by describing what you’re looking for, and gain insights from ticket content.

The AI Assistant is good at finding related terms like water and wet, while the classic search is better for finding exact matches. Also see Search Tickets.
Results may vary with each request, as AI search is powered by large language models (LLMs) that generate non-deterministic results.

AI ticket search goes hand in hand with Create Ticket Filters with AI Assistant.

Read more about privacy and security for our AI features in Use the AI Assistant > Privacy & Security.

Enable AI Ticket Search for a Project

The AI Assistant needs to index your project’s tickets before you can use AI search. This takes time and resources. That is why you need to enable it for the projects where you want to use it.

Once indexing is completed, your team can:

• Ask questions about tickets in chat
• Search tickets with natural language
  (e.g., "Cracks in concrete walls", "Rust on steel beams", "Uneven floor surface")
• Quickly gain insights without manual review.

Preparing tickets may take several minutes for large projects and requires extra system resources. Use this feature only for projects that need AI ticket search.

To enable AI ticket search:

1. Click Projects
2. Click the project e.g. Office Complex 11
   
    
3. Scroll down in the project details
4. Enable the AI ticket search toggle
   
5. Click Enable
   
6. Click Save
   
    

How to Access the AI Assistant

The AI Assistant is available in the Webapp.

1. Hover over the AI icon
   
2. Click AI assistant
   

Search for Tickets with Natural Language

Once AI Ticket Search is enabled, you can ask natural language questions to quickly find tickets that might not appear with classic search.. To do so:

1. Enter your request in the chat input field e.g. 'Find tickets for broken windows'
2. Click the send icon or press Enter
   
3. Click on a ticket in the chat response to open the ticket details.
   If you are not on the tickets page it will open in a new tab.
   
4. The ticket details appear.
   

Search Context

AI search always runs within your current project.
It is picked when you open the AI Assistant and displayed above the chat input field.

If you switch project, you need to start a new chat to search in the new project.

AI search results are not influenced by active filters, selected forms, or manual search terms. It will search through all the tickets in the current project that you have permission to view.

View AI Ticket Search Results in the Tickets View

In the AI Assistant chat you will see only the top 10 results. 

To show the top 20 results in the ticket list view:

1. Click Open top 20 in Tickets
   
2. This will automatically apply a filter including all ticket IDs and remove other active filters.
   

Ask Questions about a Ticket's Content

You can ask questions about the content of tickets found by AI search. To do so:

1. Hover over the ticket
2. Click the attach icon
   
3. Enter your question
4. Click the send icon or press Enter