AI Ticket Triage

AI Ticket Triage helps operators review a NOCK ticket after it arrives. It reads the submitted content and captured technical context, then stores an internal analysis on the ticket.

AI triage is designed as decision support. It never changes the ticket by itself.

What AI triage generates

An AI triage result can include:

• A short summary of the ticket.
• Suggested priority, status, and category.
• Missing information or clarifying questions.
• A customer reply draft.
• A confidence label and short reasoning.

The analysis is internal to your team. It is not shown in the Customer Portal and is not returned through the Public API.

Run triage on a ticket

If a ticket already has an AI triage result, the button changes to Re-analyze. Re-analyzing replaces the stored analysis with a new one.

Apply workflow suggestions

Suggested priority, status, and category each have their own Apply action. Applying a suggestion sends a normal ticket update and is visible like any other workflow change.

NOCK includes two safeguards:

• Closing statuses such as Done, Cancelled, and Duplicate require explicit confirmation.
• If priority, status, or category changed after the AI analysis was generated, NOCK asks for confirmation before applying the older suggestion.

These prompts are intentional. Ticket content can come from untrusted users, so AI output should be reviewed before it changes workflow state.

Use reply drafts

When AI triage creates a customer reply draft, click Use draft to place it into the customer-visible reply composer. The draft is not sent automatically.

Review and edit the message before sending it to the customer.

Costs and limits

AI triage uses the same workspace AI action allowance as widget AI enhancement.

NOCK records AI usage in a separate AI usage ledger. If the AI provider responds but the response cannot be used, that request can still count as billable usage because the provider already processed it.

Concurrency and retries

Only one AI triage run can claim a ticket at a time. If another analysis is already running, NOCK asks you to wait and refresh.

If a server-side analysis is interrupted and stays in processing, the UI will eventually show that the previous analysis timed out and can be retried.

Security model

AI triage treats ticket text, console logs, URLs, and customer-provided fields as untrusted input. The prompt fences that data away from system instructions so a malicious ticket cannot tell the model to ignore NOCK's rules.

Custom project guidance belongs to the system prompt, not the user-provided ticket text.

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