Search for Tickets with AI Assistant

Overview

Find tickets using natural language and gain insights from their content.

The AI Assistant is good at finding related concepts (e.g., water and wet), while classic search is better for exact keyword 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.

This feature consumes your AI usage limit. Read more in AI Usage Limits and Upgrades.

What You Can Do

Describe what you're looking for in plain language. The assistant understands topics, metadata, and combinations of both.

The assistant returns up to 20 matching tickets per search. In the chat, only the top 10 are displayed. For more specific results, add more criteria to your query.

What the assistant understands

Topics: Describe the issue or subject in your own words (e.g., water leaks, cracked walls, HVAC noise, electrical defects).

Metadata you can include:

• Status and priority - Open, In Progress, Resolved, Closed, Rejected / High, Normal, Low
• People - assignee, author, assignee company, or say "me" and "my tickets"
• Layers and forms - your project's layer names (e.g., Basement, 3rd Floor) and form names (e.g., RFI, Punch List, Daily Report)
• Dates - created, updated, or due dates using specific dates, ranges, or relative terms like "today", "last week", "this month"
• Attachments - type (photo, video, document, spreadsheet, audio), count ("5+ photos", "without attachments"), who uploaded them, and when
• Ticket IDs - one or more specific ticket numbers

Examples

If a term matches a layer or form name in your project, the assistant automatically applies it as a filter instead of searching ticket content. For example, "Basement tickets" filters by the Basement layer if your project has one.
Always include 'tickets' or 'documents' in your prompt to make sure the assistant searches in the right place. For example, 'Find me water damage tickets' rather than just 'water damage'. Ticket search looks through your project's tickets only.

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 system resources, which is why you need to enable it only for 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")
• Gain insights quickly 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 describe what you’re looking for in plain language to find relevant tickets that might not appear in classic search.

To search with the AI Assistant:

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 selected 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