Introduction
What is Request Tracker?
Request Tracker (RT) is an open-source ticketing system designed for managing tasks, issues, and requests. It helps organizations track and prioritize work, ensuring that inquiries and problems are addressed efficiently. Ideal for IT support, customer service, and project management, RT offers robust tracking and reporting features.
What is CogniVis AI?
CogniVis AI is a platform that enables you to pull data from different
sources and combine them with each other to
create practically useful AI tools. Sources may include
your internal company knowledgebase and a variety of
most popular business apps like GitHub, Jira, Slack,
and more.
This enables you to easily create
AI chatbot assistants (internal),
custom generators and even
embeddable AI chat widgets trained on your data.
How CogniVis AI works with Request Tracker?
The Request Tracker Connector integrates with your RT instance to capture and process ticketing data, helping your team streamline support workflows and gain valuable insights.What exact sources are pulled:
- Tickets
- Ticket ID
- Ticket title
- Ticket description/content
- Ticket URL
- Ticket status (Open/Closed/Pending)
- Ticket creation date
- Ticket last update date
- Comments (if enabled in API and permission settings)
- Comment text
- Comment author
- Comment date
- Attachments (if configured and permissions allow access)
- Attachment name
- Attachment URL
- Requester and Assignee Details (depends on RT API response configuration)
- Requester name and email
- Assignee name and email
Configuration
Add the connector to CogniVis
Navigate to CogniVis Connectors
In CogniVis, go to Admin Panel, then in the sidebar choose Add connector. You will find the Request Tracker connector setup page there.
Open Request Tracker connector setup pageProvide details
Enter your Request Tracker username, password, and the base URL of your RT instance.
Define access
After deciding whether the documents should be public or not, press the connect button.
Free trial
If you are interested in creating your own automations and workflows with artificial intelligence based on your data, you can request a free trial of our solution. Please book a demo with us to get started.
book a demoOn-premise
Enterprise organizations can choose to deploy this connector on-premise. On-premise deployment provides additional security and privacy, it means that the connector will be hosted on your own servers which you can control and manage.
This option is suitable for organizations that have strict data privacy and security requirements, want to integrate with their existing infrastructure, or need to comply with specific local regulations.
Contact our team & learn about options of deploying this connector on premise.
book a demo learn more about on-premise aiUse cases
Check out potential benefits and use cases for this connector.
Efficient Ticket Management
AI can automate the organization and categorization of tickets by analyzing ticket titles, descriptions, and statuses. This helps prioritize urgent tasks and streamline the support workflow, ensuring quicker resolution times and improved customer satisfaction.
Enhanced Customer Insights
By analyzing ticket content and comments, AI can identify recurring issues and customer pain points. This insight helps teams proactively address these issues, improve products or services, and tailor support strategies to meet customer needs more effectively.
Predictive Ticket Resolution
Utilizing historical ticket data, AI can predict the time required to resolve specific issues. This assists in resource planning and ensures that support teams can meet SLAs, ultimately enhancing service reliability and customer trust.
Sentiment Analysis
AI can perform sentiment analysis on ticket comments and descriptions to gauge customer mood and satisfaction. This allows support teams to prioritize emotionally charged tickets and address potential escalations proactively.
Automated Ticket Assignment
AI can use requester and assignee details to automatically assign tickets to the most suitable team members based on expertise and workload. This ensures that the right person addresses each ticket, speeding up resolution times.
Knowledge Base Enhancement
By analyzing ticket data and attachments, AI can identify gaps in the existing knowledge base and suggest new articles or updates. This keeps the knowledge base current and aids in reducing repetitive queries.
Personalized Support Experience
AI can tailor responses and support interactions by analyzing requesters' past tickets and preferences. This personalization increases customer satisfaction and builds stronger relationships with clients.
Comprehensive Reporting
AI can compile and analyze data such as ticket creation and update dates to generate detailed reports on team performance, ticket trends, and resolution times. This data-driven approach helps in strategic planning and process improvements.
Real-time Notifications
AI can monitor ticket statuses and provide real-time updates to relevant team members, ensuring that no ticket is overlooked and that support teams can react promptly to changes or escalations.
Attachment Management
AI can categorize and index attachments for easy retrieval, helping support teams access necessary documents or files quickly. This improves efficiency in providing resolutions and enhances the overall support process.