This solution is designed for teams that need a ticketing system that can grow and evolve with real business needs. Instead of a fixed, one-off setup, it focuses on extensibility, configurable workflows, and AI-assisted handling to reduce repetitive work while keeping humans in control.
A few key ideas behind this solution:
An extensible ticket model that supports different business scenarios
Unified ticket intake across multiple channels
Built-in SLA tracking as part of the workflow
Gradually turning resolved tickets into reusable knowledge
The solution is still evolving. Some capabilities are intentionally simple in the current version, and we plan to keep iterating based on real-world usage and community feedback.
If you’ve built, customized, or used a ticketing system before, we’d really love to hear from you:
What ticketing scenarios do you deal with most often?
Where do existing ticketing systems usually fall short in practice?
What would you expect from an AI-powered ticketing setup in real work?
Here are a few useful links if you’d like to explore further:
First of all, I think this demo app is a great initiative. It is a perfect way.to see concrete examples and learn from them, so I’m very happy that the Nocobase team is working on these kinds of demos!
I have built a number of ticketing systems using different local based apps and from my experience what tends to be important in practice is the following:
Traceability, seeing what changed and when, this seems to be implemented quite well.
Warnings and notifications for overdue items, I haven’t looked at all workflows in detail, so I’m not sure this is included.
Usually managers also want to get an idea of how quickly the different team members deal with their tickets. This seems to be implemented well in the dashboards.
Documents such as the QA articles in the demo usually require some type of versioning, and an owner who is responsible for keeping these procedures up to date.
What I noticed is that this demo uses a lot of JavaScript fields and columns. This flexibility is nice, but it also shows that the current blocks and fields are somewhat lacking. Native features that would be very welcome are:
conditional formatting (background, font colors, icons etc.) of fields based on record data
Finally, Roles and permissions are always important. Who is allowed to edit tickets at each stage? Can you still edit tickets after they have been completed and if such must you provide a justification or approval? If a refund must be given, is there a refund approval workflow?
Hopefully this feedback is somewhat useful to you guys. Thanks again for creating and sharing this great example.
Thank you so much for your detailed feedback and valuable insights! Let me address each of your points:
Regarding Warnings and Notifications
SLA due alerts are already implemented — you can find “SLA Resolve Due Notification” and “SLA Response Due Notification” workflows in the system. As for overdue reminders, we plan to add corresponding workflows in future versions, but they will be disabled by default since the demo data contains many overdue tickets, which would generate excessive notifications.
Regarding Document Versioning
Full version control is indeed challenging within the current framework. However, we do provide a “Record History” feature that can be used to track and display the modification history of QA documents, meeting basic traceability needs.
Regarding Roles and Permissions
To keep the demo solution minimal and focused, the current permission controls are admittedly not comprehensive. This is one of our key priorities for future iterations, and we will continue to improve it in upcoming versions.
Regarding UI Components
We’ve noted your requests for conditional formatting, button-style option groups, filter buttons, and other features. Future versions will introduce more flexible UI components, which will be delivered as “lightweight plugins/components” for easy adoption.
Thanks again for trying out the solution and sharing your insights! Your feedback is incredibly valuable to us
Solution overview: https://www.nocobase.com/en/solutions/ticketing-v2
Design and background article: AI-Powered Ticketing Built with NocoBase 2.0 - NocoBase
Documentation: https://v2.docs.nocobase.com/solution/ticket-system/
