Support

AI Tickets

Answer customer tickets using server knowledge with staff takeover and explicit AI handback.

Updated October 21, 20262 min read

Getting started

Connect the AI server

The operator configures a private self-hosted Ollama endpoint. Until that connection is configured, prepare settings without generating replies.

Choose the server knowledge

Open AI Tickets and write the support policies and troubleshooting answers for this server. Do not include passwords or tokens. Ordinary settings save automatically.

Select ticket panels

Choose the panels whose tickets AI should handle, then enable the module using its page switch. Unselected panels and application tickets remain staff-led.

Take over or resume

An authorized staff reply or claim pauses AI. Use /ticket-ai or dashboard ownership controls to hand back to AI. It answers the next customer message. Unassigning alone does not resume AI.

Test before launch

Ask a question in a test ticket, take over while AI is generating, and confirm the stale answer is discarded. Disable the module to stop replies without deleting knowledge or tickets.

Settings reference

Use this reference when you need to check what a setting does.

Module switch

Stops AI replies while retaining knowledge and ticket ownership.

Support knowledge

Up to 16,000 characters of server-specific support material.

Ticket panels

Only selected panels are eligible for AI replies.

How it works

Here’s what happens once you’ve finished setup.

1
Customer
Asks a question in an eligible ticket.
2
AI
Answers from this server knowledge.
3
Staff
Replies or claims to pause AI, then explicitly hands it back when ready.

Example

EXAMPLE

Test ticket

Select a test panel, provide a sample answer, and confirm takeover cancels any pending answer.

Permissions

What NightCrew needs

Manage Server for AI configuration
Existing ticket staff permissions for takeover and handback
View Channel, Send Messages, Read Message History in ticket destinations

Tips

Customers can say talk to staff to pause AI.

AI cannot execute server actions, issue refunds, or close tickets.

On AI failure the ticket switches to staff mode; inspect the VPS before explicitly resuming.

Troubleshooting

No answer

Check the module switch, selected panel, knowledge, running bot, and self-hosted endpoint configuration.

AI stays paused

Use /ticket-ai with Hand back to AI. Unassigning does not resume it.

Generation failed

Staff can continue. Check the VPS and resume only after correcting it.