# AI Assistance Overview Source: https://user-docs.seaticket.ai/AI-Assistance-Overview SeaTicket includes built-in AI tools that help teams work with project information more efficiently. AI can assist with searching across connected sources, summarizing content, and interacting with tickets or issues through conversation. AI Agents also help teams keep issues moving forward by providing lightweight workflow assistance. The AI features in SeaTicket include: * **Chat with AI** – Ask questions about tickets or issues, analyze discussions, and get structured answers based on project content. * **Search with AI** – Find information across tickets, knowledge bases, and external sources using keyword or semantic search. * **AI Summaries** – Automatically generated summaries that help you quickly understand tickets, external issues, and knowledge records. Choose your preferred language and generate summaries accordingly. * **AI Agents** – Monitor ticket progress and provide workflow assistance, such as suggesting comments, assigning owners, and reminding teams when issues are overdue. * **Project Prompt** – Set a custom AI system prompt for the entire project so the AI understands your product, team, or context across all conversations and analyses. These capabilities help teams access relevant information more efficiently while working within the SeaTicket platform. # AI Summaries Source: https://user-docs.seaticket.ai/AI-Summaries-in-Seaticket AI Summaries in SeaTicket automatically generates concise, context-aware summaries for external issues, internal tickets, and knowledge base records, so you can quickly grasp key details without reading the full content. ## Where to find AI summaries * **External Issues** – In the Connections section, every imported email or external issue displays a summary in the AI Summary column. * **Tickets** – In All Tickets or My Tickets, the AI Summary column provides a brief overview of each ticket. * **Knowledge Base** – Each knowledge record includes a summary in the AI Summary column to help you understand key points at a glance. **AI Processed Time** – Each summary shows a timestamp of when it was last generated or updated, can be displayed alongside the summary. Untitled Design (12) ## How it works * **Automatic Processing** – During synchronization, SeaTicket analyzes each item and generates the summary. * **Context-Aware** – The AI considers the entire content and context to provide meaningful summaries that reflect the main points. * **Automatic Updates** – Summaries update whenever content changes, so the AI summary always reflects the latest information. ### Summary Language By default, AI Summaries are generated in English. You can change the language to match your team's preference. **To set the summary language:** 1. Go to **Settings** in your SeaTicket project 2. Locate the **Language for AI summary** dropdown 3. Select your preferred language — available options include **English**, **中文**, **Français**, and **Deutsch** Untitled Design (7) The selected language applies to all automatically generated summaries across tickets, external issues, and knowledge base records within the project. ## **Troubleshooting** If a summary is missing, blank, or incorrect: * The item may not have synced yet—try refreshing the page or triggering a manual sync from Connections. Normally, summaries sync automatically during connection and when content changes. # Accessing the External Portal Source: https://user-docs.seaticket.ai/Accessing-the-External-Portal You can access the External Portal in one of the following ways, depending on how your administrator has configured it. ## Access via Email Invitation (Verification Code Login) An administrator invites you to the portal using your email address. In this case: 1. You will receive an email containing an access link. 2. Click the link, enter your email, and enter the verification code sent to you. 3. You are logged in. No prior SeaTicket account is required. 1 6 3 19 Invited users can access full portal features Image ## Anonymous Access If anonymous access is enabled, users can access the portal directly through the shared portal URL without signing in. If password protection is also turned on, you'll be asked for the password first. Anonymous users have limited access Image Image ## Main Interface Overview Once you're in, the top navigation shows three sections: * **Home** — the portal's landing page, usually with a chat box and shortcut cards to documentation or other resources. * **Chat** — ask a question and get an AI-generated answer. * **Issues** — submit a new ticket or track ones you've already sent in. Image Image Image # Account Setup and Access Source: https://user-docs.seaticket.ai/Account-Setup-And-Access ## **Creating your account** Follow these steps to sign up at [cloud.seaticket.ai](http://cloud.seaticket.ai) 1. **Go to the sign-up page** Open [cloud.seaticket.ai](http://cloud.seaticket.ai) in your browser. On the login screen, click the **Sign up** link at the bottom of the card. 2. **Fill in your workspace details** Complete all fields in the sign-up form shown below. Image **Team name** is your workspace identifier — choose something that represents your team or organization. 3. **Set a strong password** Enter a secure password and repeat it in the *Confirm password* field. Use the eye icon to toggle visibility. Both fields must match before you can submit. 4. **Subscribe to our newsletter** (optional) Before submitting, you can check the *Subscribe to our newsletter* checkbox to receive product updates, new feature announcements, and tips directly to your inbox. 5. **Submit the form** Click **Submit**. Click **Submit**. SeaTicket will send an activation email to your admin email address. You will see the confirmation screen below. An activation email has been sent. Please check your email and click on the link to activate your account. An activation email has been sent. Please check your email and click on the link to activate your account. 6. Open your inbox and find the email from **SeaTicket Cloud**. Click the **Sign up** activation link inside. The link is valid for **7 days** Image Check your **spam or junk folder** if the email does not arrive within a few minutes. ## **Signing in to your account** Sign in at [cloud.seaticket.ai](http://cloud.seaticket.ai) 1. **Enter your credentials** On the login page, enter the **admin email** and **password** you used when signing up. Image 2. **Stay signed in (optional)** Check *Remember me for 90 days* if you are on a trusted personal device. This keeps you signed in without re-entering your password for 90 days. 3. **Access your workspace** After clicking **Log in**, you will be taken directly to your SeaTicket workspace dashboard. From here you can manage projects, tickets, connections, and more. Image **Forgot your password?** Click **Forgot password?** on the login page. Enter your registered email address and follow the reset instructions sent to your inbox. Image Check your spam folder if the reset email does not arrive within a few minutes. # Analyze and Insights Overview Source: https://user-docs.seaticket.ai/Analyze-and-Insights-Overview The **Analyze** feature in SeaTicket provides teams with a comprehensive view of user feedback and support activity. It automatically groups related items, identifies recurring issues, and highlights emerging trends, enabling data-driven prioritization of support and product improvements. By consolidating multiple data sources in a single view, teams can gain deeper insights into user concerns, monitor evolving trends, and allocate resources effectively. ## Key Features * **Topic Clustering**: Automatically organizes items with similar content into clusters for easier analysis. * **Cross-Source Analysis**: Combine and compare feedback from multiple sources, including forums, GitHub issues, etc. * **Dynamic Visualizations**: View your data in an interactive map with adjustable filters. * **Date Range Filters**: Focus on specific time periods to track how trends evolve. * **Status Filters**: Filter by issue state (Open, Closed, etc.) to guide prioritization of tasks. Image # Chat with AI Source: https://user-docs.seaticket.ai/Chat-with-AI AI Chat is an assistant built into SeaTicket that helps you complete tasks, answer questions, and find relevant information. Unlike a traditional chatbot, AI Chat works directly with your tickets, issues, and documentation. This allows it to understand context, analyze problems, and provide more relevant and actionable answers. # What You Can Do with AI Chat AI Chat supports your daily work with these core capabilities: ### Answer Questions with Context AI Chat understands the content of your tickets, issues, and documents, and can answer questions like: * What is happening in this issue? * What is the root cause? * What should I check first? ### Troubleshoot Problems AI Chat helps you diagnose technical or workflow issues by: * Analyzing error messages and logs * Suggesting possible causes * Recommending next troubleshooting steps ### Search Documentation and Past Issues AI Chat automatically: * Retrieves relevant documentation * References similar historical issues * Provides supporting context and insights ### Build Knowledge for Your Team Turn useful conversations into reusable knowledge by: * Saving solutions as knowledge records * Sharing insights with your team * Reducing repeated problem-solving # How AI Chat Works AI Chat generates responses by combining: * Current ticket or issue context * Attached documents and knowledge base content * Historical issues and discussions * Connected external or internal sources This approach grounds AI Chat's answers in your actual workflows and data. Image ## Customizing AI Behavior with a Project Prompt You can provide the AI with background information about your project, so it responds with better context across all conversations. **To set a Project Prompt:** 1. Go to **Settings** in your SeaTicket project 2. Locate the **Project prompt** section 3. Click **Edit** 4. Enter background information about your project — for example, your product description, project context, or terminology the AI should be aware of 5. Click **Submit** Once set, this prompt is applied automatically to all AI conversations within the project. You do not need to repeat this context in every chat. Untitled Design (6) **Tips for writing an effective Project Prompt:** * Describe what your product or service does * Include key terms or abbreviations your team uses * Mention the type of issues or tickets your team typically handles The Project Prompt helps AI Chat give more relevant, accurate answers without requiring you to re-explain your context each time. ## Ways to Start AI Chat You can start AI Chat from either a ticket or an external issue. ### Start from an Issue 1. Go to **Connections** 2. Open a connected source (for example, GitHub) 3. Select an issue 4. Right-click the issue 5. Choose **Chat issue** AI Chat will open with the issue content as context. You can ask questions like: * What is the root cause? * Has this been solved before? * Summarize the discussion Image ### Start from a Ticket 1. Go to the **Ticket list** (All tickets or My tickets) 2. Select a ticket 3. Right-click the ticket 4. Choose **Chat ticket** AI Chat will open with the ticket information as context. You can ask questions like: * How is this problem usually solved? * Summarize the issue * What should I check first? Image ## Using the Chat Interface After you start a chat, you'll see the Chat page with these key elements: * **Chat Panel** — Ask questions and read responses. The AI generates answers based on your ticket or issue content. You can ask follow-up questions, and the AI maintains the conversation thread. * **Add Tickets and Docs** — Attach relevant tickets or knowledge base articles as context so the AI can analyze them. * **Model Selection** — Choose an AI model based on task complexity: * `gemini-3-flash` or `gemini-3.1-pro` for general Q\&A and fast responses * `gpt-4o-mini` for complex analysis and multi-step reasoning Image ## Generating and Using Documents During a conversation, AI Chat can generate structured Markdown files that you can: * Preview * Copy * Download * Save for future reference Common use cases include troubleshooting documentation, incident reports, and knowledge base articles. Image ## Managing Chat History All chats are automatically saved in your **Mine** or **Team** histories. For each chat, you can: * **Rename** — Update the chat title for easy reference * **Share within team** — Allow colleagues to view and use the AI discussion * **Delete** — Remove a chat from history if no longer needed Image # Configuring Chat Sources Source: https://user-docs.seaticket.ai/Configuring-Chat-Sources From the portal editor, open **Settings** (gear icon, top-left) and go to the **Chat** tab. ## Chat Sources Define which data sources the AI Chat uses to generate responses. Selecting appropriate sources lets you control the quality and scope of the AI's answers. Open the **Sources** dropdown to see a searchable, categorized list — for example: * **Documents** — manuals, notes, FAQs, and knowledge base articles you've connected * **Issues** — threads synced from connected sources such as a Github, forum, Discord * **Tickets** — internal tickets, if applicable Toggle each source on or off individually. **Select all** and **Clear all** are available as shortcuts. 9 3 **Note:** Available sources depend on your **Connections** configuration. # Configuring Issue Types and Substates Source: https://user-docs.seaticket.ai/Configuring-Issue-Types-and-Substates Issue types and substates give you a way to organize tickets coming in from the portal. * **Types** describe the category of a ticket — Bug, Feature, Question, and so on. * **Substates** describe progress within a state — New, Working on, Waiting on user, and so on. Administrators can create and remove issue types and substates based on their support workflow. ## Manage Issue Types Issue types are used to classify issues submitted from the Support Portal. The Types page displays all configured issue types and the number of issues associated with each type. ### Access the Type Management Page 1. In the left sidebar, go to **Support portal**. 2. Click **More**. 3. Select **Manage types**. The Types page displays all available issue types. 14 1 ### Create a New Issue Type 1. Click **New type** in the upper-right corner. 2. Enter a name for the type. 3. Select a color. 4. Click **Submit**. The new type will become available in issues within the Support Portal. 15 1 ### Delete a Type Administrators can remove existing types from the Types page. Deleting a type does not delete existing issues, but removed types will no longer be available for selection. 16 2 ## Manage Substates Substates provide additional detail for issue progress under a main issue state. For example: * Open → New * Open → Working on * Closed → Completed The Substates page displays all configured substates and the number of issues associated with each substate. ### Default Substates The Support Portal includes several default substates: * New * Working on * Backlog * Waiting on user * Completed * Not planned * Duplicate These default substates can be removed if needed. ### Access the Substate Management Page 1. In the left sidebar, go to **Support portal**. 2. Click **More**. 3. Select **Manage substates**. The Substates page displays all configured substates. 18 2 ### Create a New Substate 1. Click **New substate** in the upper-right corner. 2. Enter a name. 3. Optionally enter a description. 4. Select a color. 5. Choose a parent state. 6. Click **Submit**. The substate will then be available when updating issues. 19 2 ### Parent States Each substate must belong to a parent issue state. For example: | Parent State | Available Substates | | :----------- | :----------------------- | | Open | New, Working on, Backlog | | Closed | Completed, Duplicate | This helps organize issue progress more clearly in the Support Portal. ### Delete a Substate Administrators can remove existing substates at any time. Removing a substate does not delete existing issues, but the removed substate will no longer be available for future selection. 20 2 # Configuring Portal Branding and Access Source: https://user-docs.seaticket.ai/Configuring-Portal-Branding-and-Access While in the portal editor (**Support portal > Home > Edit portal**), click the **Settings** (gear) icon in the top-left corner to open the configuration panel. This doc covers the **Portal customization** and **Open access** tabs. 21 1 23 1 ## Portal Customization you can: * Change the portal name * Upload or replace the portal logo 19 1 ## Open Access This tab shows your current portal URL — a unique link you can share with customers or publish on your website so they can use the portal, with buttons to copy it or open it in a new tab. It also controls whether users must sign in to access the portal. 24 1 When users access the portal via the shared URL: * Logged-in users (with a SeaTicket account) can access full features, including Chat and issue submission. * Anonymous users can access limited features, browse the Home page (and whatever resources it links to) and use Chat, but they can't submit or track issues 2 5 3 6 ### Allow Anonymous Access Enable this option to let users access the portal without signing in.Anonymous users have limited access to portal features. When disabled, only users who are logged in — either with a SeaTicket account or through an invitation link — can access the portal at all. 4 5 ### Enable Password Protection Available only when Allow Anonymous Access is enabled. Once activated, users must enter a password before accessing the portal. 5 6 *** Continue with [**Setting Up Portal Domain and Custom Domain**](https://user-docs.seaticket.ai/Setting-Up-Portal-Domain-and-Custom-Domain) if you want a branded URL, or skip ahead to [Configuring Chat Sources](https://user-docs.seaticket.ai/Configuring-Chat-Sources). # Confluence Source: https://user-docs.seaticket.ai/Connect-Confluence The Confluence connection lets you sync pages from selected Confluence spaces into SeaTicket. Once synced, these pages are stored as structured documents in your project and can be searched, referenced, and viewed within SeaTicket ## Before you start Make sure you have: * Access to the Confluence workspace you want to sync. * Permission to view the spaces you want to import. * Permission to authorize third-party applications in Atlassian. ## Creating a Confluence connection ### **Step 1. Select** Confluence **connection** 1. Open a project in SeaTicket. 2. Go to **Connections** from the left navigation menu. 3. Click **New connection** in the top-right corner. 4. Select **Confluence** under **Documents**, then click **Next**. 1 1 ### Step 2. Authorize Confluence Before syncing data, you need to authorize SeaTicket to access your Confluence account. 1. Click **Connect Confluence**. 2. You will be redirected to the Atlassian authorization page. 3. Sign in to your Atlassian account if required. 4. Review the requested permissions and click **Accept** to authorize the connection. After authorization, you will be redirected back to SeaTicket and the status will change to Connected. 8 1 2 1 ### **Step 3. Configure the connection** Fill in the connection details: | Field | Description | | :---------------- | :-------------------------------------------------------------------------------------------------- | | Connection name | A custom name for this connection, for example Seafile FAQ. | | Workspace | Select the Confluence workspace to sync. | | Spaces (optional) | Select one or more spaces to sync. Leave this empty to sync all accessible spaces in the workspace. | Click Submit to create the connection. 3 2 ## After the Connection is Created After creating the connection, SeaTicket will start syncing pages from the selected Confluence spaces. You can view the sync status from the **Connections** page. When synchronization is completed: 1. Open the connection. 2. Browse the synced Confluence pages. 3. Click a page title to view its content. To run a manual sync later, click Sync now in the top-right corner. 4 1 5 1 ## Viewing synced pages Each synced Confluence page includes basic metadata, such as: * Title * Creator * Last modifier * Created time * Last modified time Click any page title to open the full page content inside SeaTicket. 6 1 9 * If no workspace is available, ensure that the authorized Atlassian account has access to at least one Confluence Cloud workspace. * If some spaces are missing, ensure that the account has permission to view those spaces in Confluence. # Discord Source: https://user-docs.seaticket.ai/Connect-Discord The **Discord connection** integrates a Discord server with SeaTicket. Once connected, SeaTicket syncs messages from a channel and generates an AI summary for each one. This makes it easy to turn community discussions, bug reports, and feature requests happening in Discord into a searchable, structured record inside SeaTicket. ## Before you start Make sure you have: * **Manage Server** permission for the target Discord server * Permission to install bots on the Discord server ## Creating a Discord Connection ### Step 1. Select Discord connection 1. Open a project in SeaTicket. 2. Go to **Connections** from the left navigation menu. 3. Click **New connection** in the top-right corner. 4. Select **Discord** under **Issues**, then click **Next**. 1 3 ### Step 2. **Install and** Authorize the SeaTicket bot 1. Click **Install Discord Bot**. 2. You will be redirected to Discord to authorize the SeaTicket bot. 3. Select the Discord server where you want to install the bot. 4. Click **Continue**. 5. Review the permissions and click **Authorize**. After authorization, you will be redirected back to SeaTicket. The authorized Discord server will be displayed under **Authorization**. You can then select a channel from this server to sync with SeaTicket. You need **Manage Server** permission in Discord to install the bot. 2 3 3 4 4 3 ### Step 3. Configure the connection in SeaTicket Fill in the connection details: | Field | Description | | :-------------- | :--------------------------------- | | Connection name | Enter a name for this connection | | Channel | Select the Discord channel to sync | After selecting the channel, click **Submit** to create the connection. If no channels are available, check that your Discord server contains a Forum channel. Only Forum channels can be selected for synchronization. 5 4 ## After Connection is Created Once connected, SeaTicket automatically syncs topics from the selected Discord Forum channel. Synced topics appear in a list view under the connection in the left sidebar. For each topic, SeaTicket records: * Title * Created time and Last modified time * AI Summary and AI Processed time — automatically generated for each message To sync new topics on demand, open the connection and click **Sync now**. 12 13 ## Viewing Topic Details After Discord topics have been synced, click any topic title to open the full discussion inside SeaTicket. The topic detail page displays all messages in chronological order, allowing you to review the complete conversation without opening Discord. 26 # Discourse Forums Source: https://user-docs.seaticket.ai/Connect-Discourse-Forums The **Discourse connection** lets you integrate an external Discourse forum with SeaTicket. Once connected, SeaTicket automatically syncs topics, posts, and related metadata. It also uses AI to generate concise summaries for each topic. This makes it easier to manage your community, build a knowledge base, and analyze user feedback. ## Before You Start Make sure you have the following before creating a connection: * Admin access to your Discourse forum * Your Discourse forum URL * The username associated with the API key * An API key generated from the Discourse admin panel #### API Key Requirements SeaTicket supports two types of API keys: **Option 1: Global API Key (Recommended)** * A standard API key with read access is sufficient. **Option 2: Granular Scopes API Key**
If using granular scopes, make sure the following permissions are enabled: * `topics: read_lists`— Used to fetch the latest topic list * `topics: read`— Used to retrieve topic details Optional (for future features): * `topics: write` — Create posts under a topic * `uploads: create` — Upload images or files in posts * `solved: answer`— Mark a reply as a solution > Note: If these optional permissions are not enabled, related features will not be available. ## Creating a Discourse Forums Connection 1. Open a project in SeaTicket. 2. Go to **Connections** from the left navigation menu. 3. Click **New connection** in the top-right corner. 4. Select **Discourse Forums** under **Issues**, then click **Next**. 5. Enter the required information: | Field | Description | | :------------------------------------------------------------------------- | :------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Connection name** | A descriptive name to identify this connection in SeaTicket | | **URL** | Your Discourse forum URL | | **API key** | The API key generated in the Discourse admin panel
[See Discourse's guide on creating and configuring API keys](https://meta.discourse.org/t/create-and-configure-an-api-key/230124).) | | **API username** | The username associated with the API key | | **Only sync topics updated within the**
**following number of years** | Limits how far back SeaTicket will sync topics | 5. Click **Submit** to complete the setup 17 ## After Connection is Created Once connected, SeaTicket automatically syncs topics from your Discourse forum. Topics appear in a list view under the connection in the left sidebar, and updates sync **every hour**. For each topic, SeaTicket records: * Title * View count * Created time and Last modified time * AI Summary and AI Processed time — automatically generated for each topic Image ## Viewing Topic Details Click any topic title to open the full discussion thread inside SeaTicket, including all replies and images from the original forum post. Image You can also click the external link icon next to the topic title to open it directly on your Discourse forum. Image # Email Source: https://user-docs.seaticket.ai/Connect-Email The Email connection allows you to connect external mailboxes and sync emails into SeaTicket as structured items your team can view and act on. This guide uses Gmail as an example. ## Before You Start Ensure you have the following: * An **App Password** generated from your email provider. This is required instead of your regular account password. Refer to official guide of your email provider for instructions on generating an app password. ## Creating an Email Connection 1. Open a project in SeaTicket. 2. Go to **Connections** from the left navigation menu. 3. Click **New connection** in the top-right corner. 4. Select **Email** under **Issues**, then click **Next**. 15 5. Fill in the configuration fields: **Basic Information** | Field | Description | | :--------------------------------- | :------------------------------------------------------------------- | | **Connection name** | A name to identify this connection (e.g., Gmail
Support Inbox) | | **Server provider** | Select the authentication mode for your email provider | | **"From" display name** (optional) | The sender name displayed in outgoing emails | | **"From" address** (optional) | The email address used as the sender | **Server Settings** | Field | Example | | :----------------------- | :-------------------------------------- | | **SMTP host** | [smtp.gmail.com](http://smtp.gmail.com) | | **SMTP port** | 587 | | **IMAP host** (optional) | [imap.gmail.com](http://imap.gmail.com) | | **IMAP port** | 993 | **Authentication** | Field | Description | | :----------- | :-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Username** | Your full email address | | **Password** | Your App Password — not your regular email password
[Refer to Google's official guide for instructions on ](https://support.google.com/accounts/answer/185833?hl=en)
[generating an app password](https://support.google.com/accounts/answer/185833?hl=en). | **Sync Settings** | Field | Description | | :----------------------------------------------------------------- | :-------------------------------------------------------------- | | **Only sync emails within the following**
**number of years** | Limits how far back SeaTicket
retrieves historical emails | Image 6. Click **Submit** to complete the setup ## After the Connection is Created Once created, the connection appears on the Connections page. The sync status will show as **Pending** while SeaTicket performs the initial synchronization. Once complete, the status updates to **Completed** and the last synced time is recorded. Image * Emails are automatically synced every 1 hour. * Initial synchronization may take time depending on mailbox size * Ensure your email provider allows IMAP/SMTP access * If synchronization fails, check authentication settings or server configuration ## Viewing Synced Emails Once synced, emails appear in a list view under the connection. For each email, SeaTicket records the subject, last modified time, and unread status. SeaTicket also automatically generates an AI summary and records when that processing was completed. Image After data has been synced, Click any email title to open the full email thread, including all replies and conversation history. Image # GitHub Source: https://user-docs.seaticket.ai/Connect-Github The **GitHub connection** lets you integrate external GitHub repositories directly into your SeaTicket workspace. Once connected, SeaTicket automatically syncs GitHub Issues and uses AI to generate summaries for each issue, helping your team manage bugs, feature requests, and tasks alongside other inquiries in a single unified interface. ## Before You Start Ensure you have: * A GitHub account with admin or owner permissions for the organization or repository you want to connect. ## Creating a GitHub Connection ### Step 1 — Install the GitHub App 1. Open a project in SeaTicket. 2. Go to **Connections** from the left navigation menu. 3. Click **New connection** in the top-right corner. 4. Select **GitHub** under **Issues**, then click **Next**. 5. Click **Install GitHub App**. You'll be redirected to GitHub. 16 5. On GitHub, select the organization or personal account that hosts your repository. Image 6. Under **Repository access**, select **Only select repositories** and choose the specific repositories SeaTicket should have access to. Image 7. Review the requested permissions — SeaTicket requires **Read access to metadata** and **Read and write access to issues**. 8. Click **Update access** to finalize the authorization Image ### Step 2 — Configure the Connection in SeaTicket After authorizing on GitHub, you are returned to SeaTicket automatically. 1. Enter a descriptive **Connection name**. 2. Select the **Repository** you just authorized from the dropdown. 3. Click **Submit** to complete the setup. Image ## After the Connection is Created Once connected, SeaTicket automatically syncs GitHub Issues, which appear in a list view under the connection in the left sidebar, organized into **Open** and **Closed** tabs. * Issues are displayed in a list view * Updates are synced automatically **every 1 hour** Updates sync every hour. Image For each issue, SeaTicket records: * Title * State (Open / Closed) and State reason * Labels * Author * Created time, Last modified time, and Closed time * Total comments including all discussion threads * AI Summary and AI Processed time — automatically generated for each issue ## Viewing Details After data has been synced, click any issue title to open the full issue view inside SeaTicket, including all comments and discussion history in chronological order. Image You can also click the external link icon next to the issue title to open it directly on GitHub. Image # Linear Source: https://user-docs.seaticket.ai/Connect-Linear **Linear** Connection allows SeaTicket to import and sync issues from your Linear workspace into a SeaTicket project. Once synced, Linear issues are displayed in a structured table within SeaTicket, making it easier to review project tasks without leaving SeaTicket. # Before you Start Before creating a Linear connection, ensure that: * You have access to the target Linear workspace. * You have permission to authorize third-party applications in Linear. ## Creating a Linear connection ### Step 1. Select Linear connection 1. Open a project in SeaTicket. 2. Go to **Connections** from the left navigation menu. 3. Click **New connection** in the top-right corner. 4. Select **Linear** under **Tasks**, then click **Next**. 24 ### Step 2. Authorize Linear 1. Click **Connect Linear**. 2. You will be redirected to the Linear authorization page. 3. Review the requested permissions, 4. Click **Authorize** to grant SeaTicket access to your Linear workspace 5. After authorization is complete, you will be redirected back to SeaTicket.
The authorization status should change to **Connected**. 9 2 ### Step 3. Configure the connection Fill in the required fields. | Field | Description | | :-------------- | :---------------------------------------------------- | | Connection name | A name used to identify this connection in SeaTicket. | | Team | Select the Linear team to sync issues from | Click **Submit** to create the connection 9 3 9 4 ## After the Connection is Created After the connection is created, it appears in the Connections list. Select the connection to view the synced issues. The synced issues are displayed in a table. Depending on the available data in Linear, the table includes: * Title * State * Author * Labels * Due date * Created time * Last modified time * Closed time * Priority 企业微信截图 17827038744327 ## Viewing Details Once synced, click an issue title to view the complete issue in SeaTicket, including all comments. 企业微信截图 17827047081455 # Notion Source: https://user-docs.seaticket.ai/Connect-Notion The Notion connection lets you access and sync content from your Notion workspace, including pages and databases. Once connected, SeaTicket imports this content so you can view and manage it within the platform. **Typical use cases:** * Sync internal documentation * Access team knowledge stored in Notion * Keep Notion content available inside SeaTicket ## Before You Start Make sure you have the following before creating a connection: * A Notion integration token (API key) * Permission to create integrations (workspace owner or admin) * Access granted to the pages or databases you want to sync * Read access to content enabled for the integration ## Creating a Notion Connection 1. Open a project in SeaTicket. 2. Go to **Connections** from the left navigation menu. 3. Click **New connection** in the top-right corner. 4. Select **Notion** under **Documents**, then click **Next**. 5. Enter the required information: | Field | Description | | :------------------ | :----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Connection name** | A descriptive name to identify this connection in SeaTicket | | **Token** | Your Notion integration token
See [Create integrations with the Notion API](https://www.notion.com/help/create-integrations-with-the-notion-api) for instructions on generating your token. | 6. Click **Submit** to complete the setup 20 ## After the Connection is Created: Once connected, SeaTicket syncs content from your Notion workspace, including pages and databases the integration can access. Synced content appears under the connection in the left sidebar. Updates are automatically synced **once per day** For each item, Seaticket records: * Page title * Last modified time * AI summary and AI processed time — automatically generated for each page 21 ## Viewing Page Details After data has been synced, click any page title to view the full-page content inside SeaTicket. 22 You can also right-click the open original page icon to open the original page directly in your browser. 23 Image # Seafile Libraries Source: https://user-docs.seaticket.ai/Connect-Seafile-Libraries The **Seafile Libraries connection** allows you to integrate file libraries from a Seafile server into SeaTicket. Once connected, SeaTicket syncs documents from the library and makes them searchable and accessible directly inside SeaTicket. ## Before You Start Make sure you have the following ready: * The URL of your Seafile server * A **Library API token** generated from the Seafile library you want to connect To get the Library API token, open your Seafile library, click the **⋯** menu next to the library name, go to **Advanced**, and select **API Token**. Image ## Creating a Seafile Libraries Connection 1. Open a project in SeaTicket. 2. Go to **Connections** from the left navigation menu. 3. Click **New connection** in the top-right corner. 4. Select **Seafile Libraries** under **Documents**, then click **Next**. 5. Enter the required information: | Field | Description | | :-------------------- | :---------------------------------------------------------- | | **Connection name** | A descriptive name to identify this connection in SeaTicket | | **Server URL** | The address of your Seafile server | | **Library API token** | The API token generated from the Seafile library | 6. Click **Submit** to complete the setup 19 ## After the Connection is Created Once connected, SeaTicket automatically syncs documents from the library. All synced documents appear in a list view under the connection in the left sidebar. Updates are synced automatically **every hour** For each document, SeaTicket records: * File name * Parent folder location * Last modified time * AI Summary and AI Processed time — automatically generated for each document Image ## Viewing Document Details Click any file name to open the document content inside SeaTicket. Image You can also click the external link icon next to the file name to open the document directly in Seafile. Image # Sites Source: https://user-docs.seaticket.ai/Connect-Sites The Sites connection allows you to crawl and sync website content into SeaTicket. It is suitable for syncing technical documentation, product manuals, blogs, and knowledge base websites. The following example uses the **Seafile User Manual**. ## Before You Start Make sure you have the following ready: * The full URL of the website you want to sync (must be publicly accessible) * The sitemap URL of the website — a sitemap is a file that lists all pages on a site ## Creating a Websites Connection 1. Open a project in SeaTicket. 2. Go to **Connections** from the left navigation menu. 3. Click **New connection** in the top-right corner. 4. Select **Sites** under **Documents**, then click **Next**. 5. Enter the required information: | Field | Description | | :------------------ | :------------------------------------------------------------------------------------------------------ | | **Connection name** | A descriptive name to identify this connection in SeaTicket | | **URL** | The full website URL including the protocol (e.g., https\://).
Local file paths are not supported. | | **Sitemap URL** | The sitemap URL of the website | 6. Click **Submit** to complete the setup 18 ## After the Connection is Created: Once connected, SeaTicket automatically crawls the website and syncs all discoverable pages. Synced pages are displayed in a list under the connection in the left sidebar. Updates are automatically synced **every three days** For each page, SeaTicket records: * Page title * Last modified time * AI Summary and AI Processed time — automatically generated for each page Image ## Viewing Page Details After data has been synced, click any page title to open the full-page content inside SeaTicket. Image You can also click the external link icon next to the title to open the original page directly in your browser. Image # Connections Overview Source: https://user-docs.seaticket.ai/Connections-Overview **Connections** is a SeaTicket feature that integrates external information sources into your project. It lets you collect issues, discussions, and documents from different systems and manage them all in one place. ## What can you integrate? In each SeaTicket project, you can connect to various external sources: * **Email Support** — Sync emails from support mailboxes * **GitHub Issues** — Sync issues from GitHub repositories * **Forum Threads** — Sync discussion threads from community forums * **Websites** — Crawl and sync web pages * **Seafile Libraries** — Sync documents and reference materials * **Notion**— Sync pages and databases from Notion workspaces Image ## What happens after you connect? Once connections are set up, SeaTicket automatically: * Collects and syncs issue reports and discussions from connected sources * Organizes them into manageable tickets and records * Makes all related information available in one central location ## How Connections help your daily work Connections help you: * View all related issues and information in one place * Respond to tickets with full context * Reuse existing knowledge instead of searching across tools * Keep everyone working with the same up-to-date information # Creating and Managing Connections Source: https://user-docs.seaticket.ai/Creating-and-Managing-Connections This guide walks you through creating, configuring, and managing **connections** in SeaTicket. ## Accessing Connections 1. Open the desired project in SeaTicket. 2. Click **Connections** in the left sidebar. From here you can add and configure integrations with external sources. Image ## Creating a New Connection To add a new integration: 1. Click **New connection** in the top-right corner. 2. Select a connection type from the dialog. 3. Click **Next**. 4. Enter the required configuration details. 5. Click **Confirm** to complete the setup. After the connection is created, SeaTicket will start synchronizing data automatically. Image ### Supported Connection Types SeaTicket supports multiple connection types: | Connection Type | Description | | :-------------------- | :---------------------------------------------- | | **Email** | Sync emails from support mailboxes | | **GitHub** | Sync issues from GitHub repositories | | **Discourse Forums** | Sync discussion threads from community forums | | **Sites** | Crawl and sync web pages | | **Seafile Libraries** | Sync documents and reference materials | | Notion | Sync pages and databases from Notion workspaces | Each connection type requires different configuration settings. [Refer to the corresponding section for detailed instructions.](https://user-docs.seaticket.ai/conncet-email) ### Sync Frequency * **GitHub, Email, Discourse Forums, and Seafile Libraries** sync automatically **every hour** * **Notion** syncs automatically **once per day** * **Sites** connections sync **every 3 days** You can also trigger a manual sync at any time by clicking **Sync now**. ## Viewing and Managing Connections After creating connections, you can view and manage them on the Connections page. Each connection displays its current sync status and the last time it synced data. The following actions are available for each connection: | Action | Description | | :------------------ | :------------------------------------------ | | **Sync now** | Manually trigger a sync immediately | | **Deactivate** | Disable the connection without deleting it | | **Status and logs** | Review sync history and troubleshoot issues | | **Edit** | Modify the connection settings | | **Delete** | Remove the connection | | **Deactivate** | Deactivate the connection | Untitled Design (11) To edit the connection: Untitled Design (10) ## Webhook Settings For supported connection types, you can configure a webhook endpoint so that external systems notify SeaTicket of updates in real time, rather than waiting for a scheduled sync. To configure a webhook, open the connection settings and navigate to the **Webhook** tab. Untitled Design (9) ## If a Sync Fails If a connection fails to sync, the sync status on the Connections page will reflect the error. You can click **View sync details and logs** to review what went wrong and use **Sync now** to manually retry once the issue is resolved. Image # Creating and Managing Groups Source: https://user-docs.seaticket.ai/Creating-and-Managing-Groups ## Create a Group To create a new group: 1. Go to the **Workspace** from the main sidebar. 2. Click **New group** in the top-right corner of the workspace. 3. Enter a name for your group. 4. Click **Submit**. Your new group will appear in the workspace immediately, ready for projects and members to be added. Image ## Group Menu Options Each group has a menu that provides access to all management actions. \ To open it, click the **+** icon or the dropdown arrow next to the group name. | Option | Description | | :------------------ | :-------------------------------------------------- | | Add a blank project | Create a new project inside the group | | Rename | Change the group name | | Group members | View the current list of members in this group | | Invite members | Generate an invitation link for new members to join | | Manage members | Add or remove users and change roles | | Transfer | Transfer group ownership to another member | | Delete group | Permanently delete the group | Image ## Transfer Group Ownership You can transfer ownership of a group to any existing member. The new owner will have full control of the group. To transfer ownership: 1. Open the group menu. 2. Click **Transfer**. 3. Search for and select the user you want to transfer ownership to. 4. Click **Submit**. Image ## Delete a Group To delete a group: 1. Open the group menu. 2. Click **Delete group**. 3. Confirm the deletion. > **Note:** A group cannot be deleted if it still contains projects. Remove all the projects from the group before deleting it. Image # Creating and Managing Projects Source: https://user-docs.seaticket.ai/Creating-and-Managing-Projects ## Create a Project To create a new project: 1. Navigate to the **Projects** section in the main sidebar. 2. Click the **+** button next to **My projects** or a Group name. 3. Enter a unique project name. 4. Select an icon or choose a theme color to visually represent your project. Your new project appears immediately as a card in your workspace. Image ## Project Actions Every project card provides quick access to management actions. To use them: 1. Hover over the project card. 2. Click the **⋯** menu to access the following options: | Option | Description | | :--------------------- | :---------------------------------------------------------------- | | **Edit Name and Icon** | Rename the project or change its icon | | **Change Group** | Move the project to a different group | | **Delete** | Remove the project. Deleted projects can be restored from Trash | | **API Token** | Generate an API token for external integrations or automated sync | Image ## Trash When a project is deleted, it is moved to the Trash rather than being permanently removed. You can restore deleted projects from here at any time within 30 days. > **Note:** Projects that have been in the Trash for more than 30 days are automatically and permanently deleted. To access the Trash: 1. Click **Trash** in the main sidebar. 2. Select the **Personal** tab to see deleted personal projects, or the **Managed groups** tab to see deleted group projects. 3. Click the **⋯** menu next to the project you want to recover. 4. Click **Restore**. Image The project is immediately restored to its original location in your workspace. # Creating and Viewing Knowledge Record Source: https://user-docs.seaticket.ai/Creating-and-Viewing-Knowledge-Record Knowledge records in SeaTicket can be created in three ways: * Manual Creation * Bulk import from Excel * AI-generated from tickets ## Accessing the Knowledge Base To access the Knowledge Base: 1. Log in to the SeaTicket project workspace 2. From the left navigation panel, select **Documents → Knowledge base** You will see the Knowledge Base main page, which displays all existing records. Image ## Creating a New Knowledge Record ### Manual Creation To create a new knowledge record manually: 1. Go to **Documents → Knowledge Base**. 2. Click **+ New record** in the top-right corner. 3. Enter a clear, descriptive title. 4. Add your content in the editor and apply tags to the record. 5. Click **Submit** to save. Once submitted, your new knowledge record appears in the Knowledge Base list along with its metadata, including creator, timestamps, AI summary, and tags. Image ### Bulk Import from Excel To import multiple records at once: 1. Go to the **Knowledge Base** page. 2. Click **More → Import records from XLSX** to open the file upload dialog. 3. Upload your file and map the columns to the corresponding fields. If needed, click **Download** to access an example file with the correct template format. 4. Click **Submit** to start the import process. After submission, the system processes the file and creates the corresponding knowledge records. Image ### Generate from Tickets (AI-powered) SeaTicket lets you create a knowledge record directly from a ticket. The AI analyzes the ticket content and automatically generates a draft, extracting key details such as the issue description, symptoms, cause, and possible workarounds. To generate a record from a ticket: 1. Open the ticket list. 2. Right-click a ticket. 3. Choose **Create knowledge base record**. SeaTicket generates a draft Knowledge Record that you can fully edit. 4. Review and edit the generated title and content for accuracy. Add or modify sections such as Issue, Symptoms, Cause, and Workaround as needed. 5. Click **Submit** to publish the new Knowledge Record. This workflow makes turning ticket solutions into reusable knowledge fast and easy. Image ## Knowledge Record Page Overview ### Title Enter a clear, descriptive title so users can quickly understand and find the record. If created from a ticket, the title is auto-generated by AI and can be edited anytime. Click the title to open the full record. ### Content Add the main information here. The editor supports rich text formatting—headings, lists, links, images, tables, and code blocks—to help you organize content clearly. You can structure the content into sections such as: * Issue * Symptoms * Root Cause * Resolution * Workaround If created from a ticket, the content is auto-generated by AI and may include related information, such as links to the original issue. You can review and edit it before publishing. ### Tags Tags are keywords used to categorize and organize knowledge records. * Select existing tags or create new ones * Help users quickly search, filter, and manage related records * Multiple tags can be added to a single record Image ## Viewing Knowledge Records ### Knowledge Record Fields Overview After submission, knowledge records appear in the Knowledge Base table view. Each row represents a record and displays key information: * **AI Summary**: A short system-generated summary that helps users determine relevance without opening the full record. * **AI Processed Time**: The time when AI processing was completed. * **Creator and Last Modifier**: Shows who created and last updated the record. * **Timestamps**: Includes created time and last modified time. Image ### Viewing the Full Knowledge Record To view the complete knowledge record, either: * Click the title to open the detail page, or * Expand the row to preview the content inline. Image # Creating and Viewing Tickets Source: https://user-docs.seaticket.ai/Creating-and-Viewing-Tickets Tickets in SeaTicket come from two sources — they can be created from a synced external issue, or created manually as an internal task. ## Creating a Ticket ### From a Synced External Issue 1. Open the desired project and navigate to **Connections** in the left sidebar. 2. Select a synced external issue from the connection panel. 3. Click **Create Related Ticket**. 4. In the popup window, review and complete the ticket title, description, and type. 5. Click **Submit**. A ticket is created in SeaTicket and automatically linked to the original external issue for full context and follow-up. Image ### Creating a Ticket Manually You can also create a ticket manually by following these steps: 1. Open the desired project and navigate to **Tickets → All Tickets** in the left sidebar. 2. Click **+ New Ticket** in the top-right corner. 3. Fill in the required ticket details and add any attachments if needed. 4. Click **Submit**. Image ## Ticket Page Overview On the New Ticket page, you can view and configure the main parts of a ticket. ### Title and Content When a ticket is created from a synced external issue, its title and content are generated by AI based on the issue content and related discussions. The content includes a link to the original issue for full context. Both fields can be edited manually at any time. When a ticket is created manually, you fill in the title and content yourself Image ### Ticket Properties Panel The Ticket Properties panel appears on the right side of the ticket page and contains fields for managing the ticket: | Property | Description | | :------------ | :----------------------------------------------------------- | | **Priority** | Set the urgency level — Urgent, High, Medium, or Low | | **Assignees** | Select one or more users responsible for handling the ticket | | **Tags** | Add tags to categorize and filter the ticket | | **Type** | Choose a ticket type to define the nature of the request | Image Administrators can preconfigure the available Tags and Types for the project. For configuration details, see [**Ticket Configuration**.](https://user-docs.seaticket.ai/ticket-configuration) ### AI Summary and AI Processed Time SeaTicket automatically generates a summary for each ticket — whether created manually or from an external issue — and records when the AI processing was completed. These fields are visible in the ticket list and help responders quickly understand a ticket without opening it. For more on AI capabilities, see the [**AI Assistance section**.](https://user-docs.seaticket.ai/ai-assistance-overview) ## Viewing Tickets Once submitted, the ticket appears in both the **All Tickets** and **My Tickets** lists with status **Open** and substate **New**. Image ### Ticket Lists The ticket workspace is organized into two main lists for managing tickets: | List | Description | | :-------------- | :------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **All Tickets** | Shows all tickets in the project regardless of creator or assignee.
Used for overall visibility and system-wide tracking. | | **My Tickets** | Shows tickets associated with you — those you’ve created or actively participated in (such as commenting or updating fields).
Used to track personal tasks and responsibilities. | Image ### Ticket List Views Within both lists, tickets are organized into two default views: * **Open**: Shows tickets that are not yet resolved. * **Closed**: Shows tickets that have been completed or closed. Image ### Ticket Fields In the ticket list you can view key fields at a glance, including Priority, Assignees, Type, Tags, and: * **Timestamps** — Created time, last modified time, and closed time * **Due Date** — A manually set deadline for the ticket * **Linked Records** — For tickets created from external issues, this field links back to the original issue * **AI Summary and AI Processed Time** — Auto-generated summary and the time AI processing was completed Click any ticket in the list to open its detail page. Image # Customizing the Portal Home Page Source: https://user-docs.seaticket.ai/Customizing-the-Portal-Home-Page The portal's Home page is fully editable. This is what external users see first, so it's worth setting up before sharing the portal URL. ## Open the Editor Go to **Support portal > Home > Edit portal**, then click the pencil icon on the page to open the editing panels. The page is made up of two parts: * A **hero section** at the top (heading, description, and the AI chat box) * A **cards section** below it (a grid of shortcut cards you define) 13 1 22 1 ## Hero Section Click **Edit** on the hero banner to open **Page settings**, where you can set: | Setting | Description | | :-------------------- | :---------------------------------------------------------------- | | **Title** | The main heading, e.g. "Hey 👋, how can we help?" | | **Title size** | Font size of the heading, in pixels | | **Chat placeholder** | Placeholder text shown inside the chat input, e.g. "Chat with AI" | | **Header background** | Either a solid color (pick a hex value) or a cover image | | **Card layout** | Control how many cards appear per row (2 to 6). | 14 ## Cards Section Cards are the shortcut tiles that appear below the hero banner — typically used to link out to documentation, API references, or other resources. * **Card layout** controls how many cards appear per row (2 to 6). * Click **Add card** to create a new card. New cards start with placeholder text so you can edit them in place rather than starting from a blank card. * Click an card to open **Card settings**, where you can set: * **Card title** * **Card description** * **Card link** — the URL the card opens when clicked * **Card icon** — pick an icon from the built-in icon picker 16 1 # Enabling the Support Portal Source: https://user-docs.seaticket.ai/Enabling-the-Support-Portal To enable the External Portal in SeaTicket: 1. In the left sidebar of your project, click **Settings**. 2. Scroll to the Support portal section and toggle it on. 3. Under **Language for AI summary**, choose the language the AI should use when it generates issue summaries in the portal. 6 4 ## What Appears After Enabling Once enabled, a new **Support portal** group appears in the left sidebar, containing: * **Home** * **Issues from portal** * **More** ### Home The entry point for configuring and previewing your portal. * **Edit portal** — open the portal editor to configure branding, the home page, access, and data sources. * **View portal** — Preview the customer-facing portal. 7 2 ### Issues from portal Manage and respond to issues submitted by external users. You can: * Review and process portal issues * Reply to external users through comments * Update issue details and statuses * Close resolved issues * Convert portal issues into internal issues for further investigation or bug fixing 1 5 10 2 ### More Additional portal management options: * **Manage types** — Configure issue types available in the portal * **Manage substates** — Configure portal substates and workflows * **Trash** — Restore deleted external issues 11 1 # Exploring and Discovering Insights Source: https://user-docs.seaticket.ai/Exploring-and-Discovering-Insights The topic map lets you visually explore how support conversations relate to each other. Several visual cues help you interpret the map. **Points** Each point represents a single item, such as a forum topic or issue report. * Points located close together usually discuss similar topics. * Hovering over a point displays a short preview of the content. Image **Clusters** Clusters form when many items share similar content. * Large clusters often indicate frequently discussed issues or question. * Exploring clusters can help identify recurring support topics. **Density Areas** When using **Density mode**, areas with many related items appear as darker or more concentrated regions, typically indicating major discussion themes within the dataset. **Color Groups** Colors represent grouping categories such as connections or item states. For example: * Different colors may represent different platforms. * Colors may indicate whether issues are open or closed. This allows you to quickly compare patterns across sources or statuses. ## Discovering Insights Teams can use the Analyze view to better understand user feedback and support trends. **Identify common user issues** Large clusters often correspond to frequently reported problems. Reviewing these clusters can reveal which issues affect the most users. **Monitor discussion trends** Adjusting the **date range** helps you observe how user feedback changes over time, which is useful when evaluating the impact of product updates. **Compare multiple platforms** By enabling multiple **connections**, you can compare how topics appear across different sources, such as forums and GitHub issues. This can show whether certain issues are more commonly reported in one channel. **Prioritize support and product improvements** Clusters containing many open issues may indicate areas that require attention, helping teams prioritize fixes or improvements. # External Support Portal Source: https://user-docs.seaticket.ai/External-Support-Portal The Support Portal in SeaTicket is a customer-facing platform that enables external users to self-service support resources and interact directly with support teams. With the Support Portal, external users can: * **Get help through AI Chat** —Ask questions in natural language and get answers from the knowledge available to the support portal. Image * **Access support resources** — Browse the documentation, guides, and other resources made available on the portal Home page. Image * **Submit and track issues** — Users can submit, track, update, and communicate on support issues through the centralized Issues interface. Image 5 5 **Note:** External users can only see and manage their own issuesissues. # Groups Overview Source: https://user-docs.seaticket.ai/Groups-Overview **Groups** are shared workspaces in SeaTicket that allow teams to organize projects and collaborate together. Each group can contain multiple projects, and all members of a group have access to those projects. Groups are the foundation for team-based work in SeaTicket. Before creating shared projects, you need a group to contain them. ## What groups give you Within a group, you can: * **Organize projects together** — All projects inside a group are accessible to every group member, keeping teamwork in one place. * **Control access through membership** — Only users who are members of a group can see and work on its projects. * **Assign roles** — Group members can be assigned the **Admin**, **Member**, or **Owner** role, each with different levels of access and control. Image # Inbox & Collaboration Overview Source: https://user-docs.seaticket.ai/Inbox-and-Collaboration **Inbox** is where SeaTicket delivers notifications and keeps your team informed about activity across projects and tickets. It acts as a central feed for updates that are relevant to you — so you don't have to manually check every ticket or project to stay in the loop. ## What's in the Inbox? The Inbox is divided into two tabs: * **General** — System-level notifications such as being added to a group, membership changes, or workspace-level updates. * **Project** — Activity notifications related to tickets and projects you are part of, such as assignments, state changes, comments, and mentions. Image ## What kinds of notifications will you see? Notifications are created automatically when relevant activity occurs across SeaTicket. You will receive a notification when: * You are added to or removed from a group * A ticket is assigned to you * A comment is added to a ticket you are involved in * A ticket you own or are participating in changes state * You are mentioned in a ticket discussion General notifications appear in the **General** tab. Ticket and project activity appears in the **Project** tab. ## **Managing Notifications** To manage the notifications, you can: * Mark individual notifications as read by selecting them. This helps to keep your Inbox organized. * Use the "Mark all as read" option to clear multiple notifications at once. ## **Project-Specific Updates** If you’re working on multiple projects, the **Project** tab within the Inbox helps you filter the updates that are specifically relevant to those projects. This way, you can easily find and focus on the updates that matter most to your current work. Image ## **Actioning Notifications** * Project updates will link you directly to the project page for quick access to the task or discussion. * Clicking a ticket notification opens the ticket details, where you can view comments, assign it, or reply. Image ## When there are no notifications If a tab shows **No notifications**, there is no recent activity relevant to you in that category. Notifications appear automatically as activity occurs across your projects and groups. # Knowledge Base Overview Source: https://user-docs.seaticket.ai/Knowledge-Base-Overview ## What is the Knowledge Base? The Knowledge Base is a core module in SeaTicket that allows teams to create, manage, and share structured knowledge in one centralized location. Each piece of knowledge is stored as a Knowledge Record — a documented article containing a solution, guide, or FAQ entry. It helps support teams document solutions, standardize processes, and provide self-service resources for customers. ## What You Can Use It For * Document resolved tickets * Share standard operating procedures (SOPs) * Maintain technical notes and upgrade guides * Build internal or external FAQs ## Key Features * **Automatic Knowledge Creation from Tickets** Convert resolved tickets into reusable knowledge records. This captures past solutions and makes them available for future cases, reducing resolution time and improving consistency. * **AI-Powered Search and Chat** Responders​ can search knowledge records using natural language or ask questions directly. The system surfaces the most relevant answers from your existing content instantly. * **External Portal Integration** Publish knowledge records to your external portal so customers can browse and search for answers independently, resolving common issues without contacting support. To configure Knowledge Base visibility in the portal, see [Portal Access & General Settings](https://user-docs.seaticket.ai/portal-access-and-general-settings) Image # Managing External Issues Source: https://user-docs.seaticket.ai/Managing-External-Issues Go to **Support portal > Issues from portal** to review and process everything external users have sent in. 21 2 ### Issue List The issue list provides an overview of all portal issues, including: * **Title** – The issue subject. * **Type** – Issue category, such as *Bug* or *Question*. * **State** – Current issue status (e.g., Open, Closed). * **Substate** – Detailed workflow status (e.g., New, In Progress). * **Tags** – Labels added for categorization or workflow tracking * **Linked ticket** – Internal ticket associated with the issue. * **Content** – A preview of the issue description. * **User information** – The issue creator and related user details. * **Timestamps** – Created time, last modified time, AI processed time, and closed time. * **AI-generated information** – AI summaries and related processing results You can switch between: * **Open** – Active issues. * **Closed** – Resolved or completed issues. 22 2 Use the toolbar options to search, sort, filter, or customize the issue list view. 23 2 ### Open an Issue Click the issue title, or right-click the issue and select **Open issue**, to open the issue detail page. The issue detail page allows you to: * View the issue title and description * Review comments and replies * Add comments and attachments * Track issue status * View linked tickets and related records 24 2 ### Reply to an Issue Support members can communicate directly with external users through comments. To add a reply: 1. Open the issue. 2. Enter your response in the **Add a comment** editor. 3. Optionally attach files. 4. Click **Comment**. Image Users can view replies from the External Support Portal. 27 ### Close an Issue Issues can be closed in either of the following ways: * Click **Close as completed** when adding a comment, or * Update the issue **State** to **Closed** from the issue detail page. When closing an issue, you can optionally select a **Substate** to indicate the reason for closure. 26 1 After an issue is closed: * Team members can view it in **Issues from Portal → Closed**. * External users can view it in **My Issues → Closed** in the External Support Portal. Image Image ### Link an Issue to an Internal Ticket Portal issues can be connected to internal tickets for tracking and escalation. To link an issue: 1. Open the issue menu from the issue list. 2. Select one of the following: * **Create related ticket** – Create a new internal ticket linked to the issue. * **Link an existing ticket** – Associate the issue with an existing internal ticket. After linking, the related ticket appears in the **Linked ticket** column. Image ### Additional Actions From the issue action menu, you can also: * **Copy link** – Copy the issue URL for sharing. * **Delete issue** – Remove the issue Note: Deleted issues can be restored later from the Trash if needed. Image Image # Managing External Users Source: https://user-docs.seaticket.ai/Managing-External-Users The **External Users Management** panel allows administrators to manage external user access, including viewing user status and inviting new users. ## Users Tab The **Users** tab displays a list of all external users with the following information: * **User**: Email address * **Status**: * **Activated**: User has access and can log in * **Inactive**: User has not activated their account or access has been disabled **Features:** * **Search Users**: Use the search bar to quickly find users by email. * **Remove User**: Click the **X icon** next to a user to delete or revoke access. 11 2 ## Inviting New Users In addition to the Portal URL, you can invite specific users to temporarily join your External Support Portal via email invitations. **Steps to invite a new user:** 1. Go to **User management** in the left navigation bar. 2. Select the **Invite users** tab. 3. Enter the user's email address in the **Email** field. 4. Click **Invite** to create a unique invitation link. 12 2 The invited user receives an email with an access link. They can use this link to log in via **Access via Email Invitation (Verification Code Login)** — no prior SeaTicket account is required. 13 2 Clicking the link opens the portal login page, where the user enters their email address and requests a one-time login code to verify their identity. 3 19 **Note:** If a user reports not receiving the invitation email, ask them to check their spam or junk folder. Each invitation link has an expiration time. Once expired, the link no longer works. You can copy or delete the invitation link as needed. Image > Users invited via email can be identified and managed by administrators, including tracking their access status. If an invitation link is deleted or expires, the invited user will no longer be able to access the External Support Portal using that link—even if they have previously accessed it. 3 20 ## **Best Practice:** Use email invitations when you need to track and manage users. Use the shared portal URL for broader access but note that anonymous users may have limited functionality and cannot be tracked individually. # Managing Issues from Connected Sources Source: https://user-docs.seaticket.ai/Managing-Issues-from-Connected-Sources After connecting SeaTicket to GitHub or other sources, issues, emails, forum threads, and documents are synced into your project as structured items with metadata. You can view, manage, and take action on them directly within SeaTicket. ## Viewing Synced Issues To view synced issues from a connection, select it from the Connections section in the left sidebar. Each issue appears as a structured item with fields such as title, status, labels, author, and timestamps. Image ## Customizing the Issue View Within the view panel, you can customize how issues are displayed to match your workflow: * **Filters** – Narrow down the issue list based on specific conditions. * Basic filters: Filter by State (Open / Closed) and Type (Bug / Feature / Task). * Advanced filters: Create custom filters using additional fields. * Multiple filter conditions can be combined using AND / OR logic. * **Sorting** – Order issues by fields such as creation time or last modified time. * **Grouping** – Group issues by attributes like labels or creation date. * **Column visibility** – Show or hide columns to display only the information you need. Image You can also set the row height in the view panel to adjust how issue entries are displayed. Image ## Creating and Managing Views SeaTicket allows you to save multiple views so you can switch between different ways of looking at the same issues. To create a new view: 1. Click the **+** tab in the view panel. 2. Enter a descriptive name in the dialog. 3. Click **Submit**. Image The new view appears as a tab in the view panel. Each view saves its own filters, sorting, and grouping rules independently without affecting the underlying issues. You can then use the toolbar icons in the top-right corner to customize how issues are displayed in that view. Image To manage a view, click the dropdown arrow next to the active view's name. You can then rename, duplicate, or delete the view. Image ## Issue Operations SeaTicket provides several powerful actions you can perform directly from the issue list. Select one or more issues by checking the box next to them, and a toolbar will appear with the following options: ### Expand Row View the complete issue discussion including all comments and activity without leaving SeaTicket. Image ### AI Chat Issue When you select an issue and click **Chat Issue**, the system starts an AI-powered conversation that helps you understand the issue faster, summarize key points, and explore possible solutions. Image The AI generates a structured response that includes: * **Issue Identification** – A clear summary of the problem. * **Available Solutions & Improvements** – References to relevant documentation, change logs, or known fixes. * **Contributing to the Fix** – For developer-focused issues, suggestions for potential code-level fixes or areas in the source code to investigate. * **Relevant Resources** – Links to related documents or other issues that provide additional context. The response is shown in the Chat panel, where you can continue the conversation by asking follow-up questions in the input field at the bottom. Image Image ### Find Related Issues This feature helps you avoid duplicate work and find valuable context. When you click **Find Related Issues**, SeaTicket AI searches across all connected channels (such as GitHub and forums) for similar topics. A pop-up window displays a list of related issues, including their titles, brief descriptions, creation dates, and links to the original discussions or resources. This helps you identify whether a bug has been reported elsewhere or if a feature request already exists. Click any issue to view detailed information, including solutions, workarounds, and additional insights. Image ### Create Related Ticket This is the core workflow for turning an external report into an internal task. If a synced GitHub issue requires action from your development or product team, you can convert it into a SeaTicket ticket. To do this: 1. Select the issue you want to convert. 2. Click **Create Related Ticket**. On the ticket creation page, AI will assist you by: * Generating an appropriate ticket title * Summarizing the key points of the issue * Adding a link to the original issue for reference You can then assign it to a team member, set a priority, add tags, and submit it to your internal ticketing workflow. Image ### Open Original Page This action opens the issue on its original platform (for example, GitHub), allowing you to view or interact with it in its native environment. Image ### Copy Original Link Copies the URL of the GitHub issue to your clipboard so you can easily share it in chats or documents. Image ### Mark as Outdated If a synced issue is no longer relevant (for example, it was fixed in a newer version not yet reflected in GitHub), you can mark it as "outdated." The issue will become grayed out in the list, visually indicating that it does not require immediate attention. This helps keep active issue lists clean and focused. You can reactivate an outdated issue at any time when it becomes relevant again, restoring it to the normal active state. Image # Managing Members and Roles Source: https://user-docs.seaticket.ai/Managing-Members-and-Roles ### Member Roles Every member of a group is assigned a role that defines what they can do within the group. | Role | Description | | :----- | :------------------------------------------------------------------------------------------------------------------------------------------ | | Owner | Full control of the group. Can manage members, settings,
transfer ownership and delete the group. There is one
Owner per group. | | Admin | Can manage group members and group settings,
but cannot transfer or delete the group. | | Member | Can access and work on all projects within the group.
Cannot change group settings or manage other members | ## Add a Member to a Group To add a new member: 1. Open the group menu. 2. Click **Manage members**. 3. In the **Add group member** field, search for the user by name. 4. Select the user from the results. 5. Click **Submit**. The user is added to the group immediately and gains access to all group projects. Image ## Invite Members via Link You can also invite registered users to join a group using a shareable invitation link. To generate an invitation link: 1. Open the group menu. 2. Click **Invite members**. 3. Click **Generate**. SeaTicket creates a link that any registered user can click to join the group directly. Image ## Change a Member's Role To change the role of an existing member: 1. Open the group menu. 2. Click **Manage members**. 3. Find the user in the member list. 4. Click the **Role** dropdown next to their name. 5. Select **Admin** or **Member**. The change takes effect immediately. Image ## Remove a Member To remove a member from a group: 1. Open the group menu. 2. Click **Manage members**. 3. Find the user in the member list. 4. Click the **X** icon next to their name. The user immediately loses access to the group and all its projects. Image # Organizing Tickets with Views Source: https://user-docs.seaticket.ai/Organizing-Tickets-with-Views Views let you control how tickets are grouped and displayed in the ticket list. Views do not change the tickets themselves — only how they appear. Two default views are provided in both All Tickets and My Tickets: * **Open** — shows all active tickets * **Closed** — shows all resolved tickets Both default views can be customized. Note that the Open and Closed default views cannot be deleted, as they are required for the core ticket workflow. ## Customizing a View You can customize any view using the tools in the top-right corner of the ticket list. ### Filtering Filtering lets you display only tickets that match specific conditions. Click the **Filter** icon in the top-right corner to open the filter panel. * **Basic filters** — Filter by State (Open / Closed) or Type (Bug, Feature, Task) * **Advanced filters** — Build detailed conditions using attributes such as Tags or Substate, combined with AND / OR logic Image ### Sorting Click the **Sort** icon in the top-right corner to control the order tickets appear in. * Sort by fields such as Created Time, Priority, or Due Date * Choose ascending or descending order * Add multiple sorting rules for layered sorting Image ### Grouping Click the **Group** icon in the top-right corner to organize tickets into visual sections. * Group by fields such as Due Date, Priority, or Type * Add multiple grouping rules * Reorder or remove grouping rules * Expand or collapse all groups at once Image ### Column Visibility Click the **Hidden columns** icon to show or hide attribute columns. This keeps the interface clean and focused on what matters. Image ### Row Height Click the **Row Height** icon and choose Default, Double, Triple, or Quadruple to adjust how compact or expanded each row appears. Image ## Creating Custom Views Any team member can create additional custom views in All Tickets to organize tickets in ways that suit their workflow. To create a new view: 1. Go to **All Tickets**. 2. Click the **+** tab. 3. Enter a descriptive name in the dialog. 4. Click **Submit**. Each view saves its own filters, sorting, grouping, and column settings independently. Image ### Manage Existing Views To manage a view, click the **∨** icon next to the view name. You can rename, duplicate, or delete it. > **Note:** The default Open and Closed views can be customized but cannot be deleted. Image # Organizing and Managing Knowledge Base Source: https://user-docs.seaticket.ai/Organizing-and-Managing-Knowledge-Base The Knowledge Base supports filtering, sorting, and grouping to help your team navigate records more efficiently. ## Filtering Narrow down records based on specific criteria such as tags, creators, or time ranges. **To apply a filter:** 1. Click **Filter** in the toolbar 2. Add one or more conditions Combine multiple filters to get more precise results. ## Sorting and Grouping Customize how records are displayed by sorting and grouping them. ### Sorting To sort records: 1. Click the **Sort** button in the toolbar 2. Choose a field (for example, Created time or Last modified time) 3. Select ascending or descending order Sorting is useful for: * Finding recently updated records * Reviewing newly created records * Auditing older content ### Grouping To group records: 1. Click the **Group** button in the toolbar 2. Select a field (for example, Tags or Creator) Grouping is useful for reviewing records by owner or category. ## Show or Hide Columns Customize what information is visible in your table. 1. Click the column settings icon in the toolbar 2. Toggle fields on or off This keeps your workspace clean and focused. Image ## Custom Views Custom Views let you create different perspectives on the same set of records. A view only changes how records are displayed—it does not modify the underlying data. ### Create a New View 1. Click the **+** next to the current view name 2. Apply filters, sorting, or grouping as needed 3. The view saves automatically. You can rename it by clicking the view name. Image ### Manage a View Click the dropdown next to the view name to: * Rename the view * Duplicate the view * Delete the view * Export as XLSX Duplicating a view is useful when you want a slightly modified version of an existing filter setup. Image ## Using Knowledge Records Across SeaTicket Knowledge records are integrated throughout SeaTicket, not isolated as standalone documents. ### AI-Powered Search Responders can search the Knowledge Base directly from the search interface using: * Keywords * Natural language questions The system returns relevant knowledge records based on article content, helping responders quickly locate existing solutions. Image ### AI Chat Assistance Knowledge records are also available through AI chat assistance. Responders can ask questions in the chat interface and receive answers generated from existing knowledge records, allowing them to retrieve guidance without manually browsing the Knowledge Base. When relevant content exists, the AI references those records to generate responses. Image ### External Portal Knowledge records can be published to the External Portal by enabling the **Show Knowledge Base** option in the portal settings. Once enabled, customers can browse knowledge records by grouping and search for answers directly. For full setup instructions, see [Portal Access & General Settings](https://user-docs.seaticket.ai/portal-access-and-general-settings) This enables users to find solutions independently and helps reduce repetitive support requests. Image # Product Updates Source: https://user-docs.seaticket.ai/Product-Updates New features, improvements, and fixes. ## Discord connection, simplified Connecting Discord now takes two steps: install the SeaTicket bot, then select a **Forum** channel type 下载 (1) ## Unread emails now have their own column The unread status for an email thread is shown in its own column, so you can tell at a glance whether a thread still needs a manual check ## Create tickets directly from AI chat AI chat now supports creating a ticket without leaving the conversation # Profile and Personal Settings Source: https://user-docs.seaticket.ai/Profile-and-Personal-Settings ## Accessing Your Profile Menu When you click the avatar icon in the top-right corner of the dashboard, a dropdown appears showing your name, your **AI credit usage**, and three options: | **Option** | **What it does** | | :-------------------- | :------------------------------------------------------------- | | **Personal settings** | Manage your profile, password, notifications, and session logs | | **Team admin** | Access team-level administration (admins only) | | **Log out** | Sign out of your current session | Image ## Personal Settings Clicking **Personal Settings** opens a dedicated settings page with the following sections in the left sidebar: **Profile** — Upload or change your **avatar** and update your **display name**. Click **Submit** to save. **Contact email** — View your registered email address. Click **Update** to change it. **Password** — Click **Update** to set a new password for your account. **Email notification** — Control how collaboration notifications are delivered to your inbox. Choose between: * **Don't send** — no email notifications. * **Per hour** — unread notifications sent to your mailbox hourly. Click **Submit** to save your preference. **Session logs** — View all active and past sessions. Each entry shows the **browser**, **operating system**, **IP address**, **timestamp**, and whether it is the **current browser**. Use this to monitor unauthorized access. Image # Search with AI Source: https://user-docs.seaticket.ai/Search-with-AI SeaTicket Search lets you search across all connected sources—tickets, forums, knowledge bases, and external platforms—using keyword or semantic search. ## Accessing the Search Feature To access Search: 1. In the left navigation panel, click **More** → **Search**. 2. The Search interface displays a text input field, filter options, and result areas. Image ## How to Search ### Enter Keywords 1. In the search input at the top, type what you want to find—for example, "metadata activation" or "AI feature". 2. The system returns matching documents, tickets, and forum content. Image ### Select Sources Search retrieves results from multiple sources connected to SeaTicket. Typical sources include: * Document libraries or knowledge bases (Seafile libraries, knowledge bases, project repositories) * External discussion or issue sources (GitHub repositories, forums, email threads) * Tickets in SeaTicket Available sources depend on connections configured by your administrator. All sources are enabled by default. Use the toggle switches to enable or disable specific sources and narrow your search. Image ### Filter by Time Click **Last modified time** to choose a time range: * Today * Last 7 days * Last 30 days * Custom time Image ### Enable Semantic Search Semantic search improves result relevance by understanding the meaning of your query, not just keywords. To enable semantic search: 1. Locate the **Semantic search** toggle in the top-right corner of the Search interface. 2. Turn it on (orange) to enable semantic search, or off (gray) to use keyword-based search. When enabled, SeaTicket uses AI to interpret context, synonyms, and related concepts for more accurate results. This is especially useful for complex questions or natural language queries. Image ## Search Results After executing a search, results appear in a list. Each result includes: * A title with a source indicator (for example, "Metadata Server - Seafile Admin Manual") * A brief summary or excerpt of the content * A link to the original source (document, ticket, forum post, etc.) Image Click the title to open the full document or ticket. When Semantic Search is enabled, the most relevant results appear at the top. Image **If no results appear**, try broadening your query, disabling source filters, or checking that the relevant source is connected. # Setting Up Portal Domain and Custom Domain Source: https://user-docs.seaticket.ai/Setting-Up-Portal-Domain-and-Custom-Domain From the portal editor, open **Settings** (gear icon, top-left) to reach the **Portal domain** and **Custom domain** tabs. 6 5 ## Portal Domain Every portal gets a default subdomain, On the **Portal domain** tab you can customize the prefix: 1. Edit the prefix field. 2. Click **Save**. Use the copy icon next to the URL field to copy the full address. 7 3 ## Custom Domain If you'd rather serve the portal from your own domain (for example, `support.yourcompany.com`) instead of the default subdomain, use the **Custom domain** tab: 1. Enter your domain and click **Save**. 2. Add a **CNAME record** at your DNS provider pointing your domain to the default portal domain shown on this tab. 3. Add the **TXT record** (name and value are both provided, with copy buttons) to verify that you own the domain. 4. Once the DNS records have propagated, click **Verify**. You can remove a custom domain at any time with the **Remove** button, which reverts the portal back to its default subdomain. 8 4 ## Notes * DNS changes can take some time to propagate before **Verify** succeeds — this is normal and depends on your DNS provider. * If you change the portal domain prefix after a custom domain is already set up, update your CNAME record to match the new default domain. # Submitting Issues via Portal Source: https://user-docs.seaticket.ai/Submitting-Issues-Via-Portal 1. Go to **Issues > Submit issue**. 2. Fill in: * **Title** — a short summary of the problem * **Content** — a detailed description (use the toolbar to format it if needed) * **Type** — select issue type (e.g., Bug, Question, Request), if available. 3. Click **Submit**. Your issues appears under **My issues** with the status **Open**, and the support team will follow up from there. Image Image # Team Admin Settings Source: https://user-docs.seaticket.ai/Team-Admin-Settings ## Team Admin The **Team Admin** panel is accessible to team administrators. Clicking **Team Admin** opens the admin panel. The left sidebar shows six sections: **Info, Settings, Statistics, Projects, Users,** and **Groups**. ### **Info** **Info** — Displays a high-level overview of your team: | **Field** | **Description** | | :--------------- | :----------------------------------- | | **Team name** | Your team's display name plan limits | | **ID** | Unique team​ identifier | | **Active users** | Number of users currently active | | **Total users** | Total registered members | | **Total issues** | All issues across projects | | **AI credit** | Remaining AI credit balance | Image ### Settings The **Settings** section lets you update your **Team name** and configure user management options: * **Enable sending email on adding users** — sends a welcome email when a new user is added. * **Enable members to modify their own name** — allows members to edit their display name. Image ### **Statistics** The **Statistics** section shows AI usage data broken down across four tabs: **Overview**, **Projects**, **Users**, and **Groups**. Each tab supports filtering **By date** or **By month**. The **Overview** tab displays: * Total credit this month * Last month total credit * Month-on-month changes * Credit proportion chart * Monthly and daily credit consumption trends Image Image Image Image ### **Projects** **Projects** Contains two tabs: * **Projects** — Lists all projects within the team, along with their details. Admins can **delete** projects directly from this tab. * **Trash** — lists deleted projects. Use **Restore** to recover a project. Use the **Clean** button to permanently delete them. Projects deleted more than 30 days ago are cleaned automatically. Image Image ### **Users** The **Users** page is used to manage team members and admins access. It contains two tabs: **All**——Displays all members with their **name**, **status**, and **created / last login** time. \ **Admin**——Displays all admins in the team You can also use the search bar in the top-right corner to quickly find users by name Image #### Manage Team Members In the **All** tab, you can add, invite, manage, or remove users. **Add a Member Manually** Click **Add user** to create a new member account directly. In the dialog, enter the following information:: * Email * Username * Password * Confirm password Then click **Submit** to create the account. This method is useful when creating accounts directly for team members. Image **Invite Users** Click **Invite user** to send invitation emails to new members. You can enter one or multiple email addresses.\ Multiple emails can be separated by: * Commas * Spaces * New lines Each invited user will receive an email containing an invitation link to join the team. Image **Manage Existing Users** Each user row includes a **More actions** menu (`···`) that provides additional management options. Available actions include: * **Reset password** — Reset the member’s password * **Delete** — Remove the member from the team. Image #### Manage Administrators The Admins​ tab is used to manage team administrators. **Grant Administrator Permissions** To grant administrator access to an existing member: 1. Click **Add admin**. 2. In the search dialog that appears, find and select the member by name. 3. Click **Submit** Once added, the member will gain admin access to the team. Image **Revoke Admin Access** To revoke administrator permissions from a team member: 1. Locate the target admin 2. Open the **More actions**​ menu (···) in their row. 3. Select **Revoke admin**​ from the menu. After confirmation, the member will remain in the team but will lose all administrator privileges. Image #### Manage Member Status On this page, you can manage each member’s account status. The status directly controls whether a member can log in and access the system. **Status Definitions:** * **Active**: The member can log in and access the workspace normally. * **Inactive**: The member account is disabled and cannot access the system. **Change a Member’s Status** To change a member’s status: 1. Locate the target member in the list. 2. Click the status indicator​ in the Status​ column. 3. Select one of the following options from the dropdown menus: * **Active**: Enable member access. * **Inactive**: Disable member access. Image Setting a member to Inactive does not remove them from the team. The member will remain in the list but will not be able to sign in until reactivated. This is useful for temporarily disabling accounts without deleting user data or history. ### **Groups** The **Groups** page allows admins to manage all team groups in one place.\ Groups help organize members and share projects across teams more efficiently. The page displays all existing groups in a table, including: * **Name** — Group name * **Owner** — Group owner or administrator * **Creation Time** — The date and time the group was created. Groups are commonly used to manage access by department, role, or project team. #### Group Actions Click the **⋯** menu on the right side of a group row to access additional actions. **Delete** Deletes the selected group. Groups that still contain projects cannot be deleted. Image **Transfer** Transfers ownership of the group to another member. After the transfer, the new owner will be able to manage the group. 0 # Ticket Activity Source: https://user-docs.seaticket.ai/Ticket-Activity Ticket Activity displays the complete history of a ticket in a vertical timeline, helping you understand how it has been handled by showing all actions and changes in chronological order. Each change is recorded as a separate event, creating a clear audit trail of what happened, who performed the action, and when. Image ## What events are recorded Ticket Activity includes the following types of events: * Ticket comments * Ticket assignment and unassignment * State and substate changes * Updates to priority, type, and due date * Other changes to ticket properties ## Viewing Ticket Activity To view ticket activity: 1. Open a ticket. 2. Scroll down to the Activity section. 3. Review the events in chronological order. ## Event details Each event entry displays: * The user who performed the action * The exact change that was made * The time the change occurred When a field is updated, the previous value is shown first followed by the new value. For example: `No priority` → `Medium` ## Icons in the timeline Different icons represent different event types, making it easier to scan the timeline: | Icon | Event Type | | :---------- | :-------------------------- | | Person icon | Assignment and unassignment | | Label icon | Type and tag changes | | Flag icon | State and substate changes | # Ticket Configuration Source: https://user-docs.seaticket.ai/Ticket-Configuration In the Ticket Configuration section, administrators can configure several fields used in ticket management, including Type and Substate. SeaTicket also supports Tags, a flexible labeling system that can be used across Tickets, External Issues, and Knowledge Base articles. ## Managing Ticket Types Ticket Types help you classify and organize tickets in a clear and consistent way. Common types include Bug, Feature, Question, and Task. Using types enables your team to quickly understand what each ticket is about and manage large volumes of tickets more efficiently. ### Accessing Ticket Type Management To manage ticket types: 1. Log in to the SeaTicket project workspace 2. In the left navigation menu, click **More** under the **Tickets** section 3. Select **Manage types** You will be redirected to the Types page, where all existing ticket types are listed. Image ### Creating and Deleting a Ticket Type Admins can create a set of ticket types that responders**​** can manually select when customers create new tickets or when handling existing ones. **To create a type:** 1. Go to the Types management page 2. Click **+ New type** in the top-right corner 3. In the pop-up window, provide the following information: * **Name** – The type name (e.g., Bug, Task, Feature) * **Color** – A color label for visual identification 4. Click **Submit** to save the new type The new type will be immediately available for all tickets. Image **To delete a type:** 1. Select one or more types from the list 2. Click the Delete (trash) icon at the top Image ### Assigning a Type to a Ticket Each ticket can be assigned one type. In the ticket view or on the ticket details page, click the **Type** field and choose a type from the list. The selected type will be displayed as a colored label on the ticket. Image Image ### Filtering Tickets by Type Ticket Types can be used as a filtering condition to quickly locate specific categories of tickets. 1. Open the ticket list (**All tickets** or **My tickets**) 2. Open the filter options and find the **Type** filter 3. Select one or more ticket types Image ### Organizing Tickets by Type In the ticket view, Ticket Types can be used for deeper organization: * Sort or group by Type to keep similar tickets together * Combine Type with other filters to create more specific views For example: * Type = Bug and State = Open * Type = Feature and Substate = Backlog Using these filter combinations, you can build views such as: * All open bugs * Feature requests waiting for review ### Ticket Type Statistics The Types page provides an overview of how many tickets belong to each type. Ticket type statistics help teams: * Identify the most frequent support categories * Monitor product stability * Understand customer demand Image ## Managing Ticket Substates SeaTicket provides a standard set of ticket substates to help you manage your workflow. The system includes several built-in substates by default: | **Substate** | **Description** | | :-------------- | :---------------------------- | | New | New | | Working on | In progress | | Backlog | To be worked on | | Waiting on user | Waiting on user | | Completed | Done, closed, fixed, resolved | | Not planned | Won't fix, can't repro, stale | | Duplicate | Duplicate of another ticket | ### Creating and Deleting a Substate Besides the built-in substates, admins can create custom substates to better describe the actual working stage of a ticket. **To create a new substate:** 1. Go to the SeaTicket project workspace 2. In the sidebar under the **Tickets** section, click **More**, then select **Manage substates** 3. Click **+ New substate** In the pop-up window, define the following: * **Name** – The label shown to users * **Description** – What this substate means * **Color** – For visual identification * **Parent option** – Whether it belongs to Open or Closed This allows each team to design a workflow that fits their needs. Image **To delete a type:** You can delete substates that are not applied to any active tickets. 1. Select one or more substates from the list 2. Click the Delete (trash) icon at the top Image ### Assigning a Substate to a Ticket For each ticket, you can select a substate directly in the ticket list or ticket detail page. 1. First, select whether the ticket belongs to **Open** or **Closed** 2. Then, choose the substate within that category This allows users to clearly identify the current status of each ticket. Image ### Filtering Tickets by Substate You can use substates to quickly search for and filter tickets. **To filter tickets by substate:** 1. Open the ticket list (**All tickets** or **My tickets**) 2. Click the Filter icon in the top-right corner 3. In the filter panel, select **Substate** 4. Choose one or more substates from the list For example, you can show all tickets where Substate is "Waiting on user," find all "Backlog" tickets, or view only "Completed" tickets. Image ### Organizing Tickets by Substate Substates support sorting and grouping, allowing you to organize tickets by their working stages and get a clearer overview of progress. **To organize tickets by substate:** 1. Open the ticket list (**All tickets** or **My tickets**) 2. Click the View options icon in the top-right corner 3. Choose **Substate** as the grouping or sorting field Tickets will be automatically grouped or ordered by substate. Image ### Substate Statistics The Substate statistics panel displays the number of tickets in each working stage, giving you quick visibility into workload distribution and workflow health. Image ## Managing Tags Tags are keywords or short phrases that add context to tickets. They help you categorize and organize tickets by topic, priority, product, issue type, or any other criteria that supports your workflow. Tags make it easier to: * Classify tickets consistently * Search and filter tickets quickly * Identify patterns and trends * Keep your workflow organized Responders can add, remove, and search tickets by tags at any time. ### Creating and Deleting Tags To keep tagging consistent, create a preset tag library that responders can select from when working on tickets. **To create a tag:** 1. Navigate to the **Tags** section by clicking **More** in the left sidebar 2. Click **+ New tag** in the top-right corner 3. In the pop-up window, fill in the following details: * **Name** – The tag name * **Description** – A short explanation of when to use this tag * **Color** – A color label for visual identification The new tag will appear in the tag list and can be applied to tickets immediately. Image Responders can also create new tags directly from the ticket details page while working on a ticket. Any tag created this way will automatically sync back to the main tag library, making it easy to expand your tagging system as new needs arise. Image **To delete a tag:** 1. Select one or more tags from the list 2. Click the Delete (trash) icon at the top Image ### Adding Tags to Tickets Responders can manually add tags to tickets from either the ticket view or the ticket details page. Image Image ### Filtering Tickets by Tags You can add tags as filter conditions to quickly view all tickets that contain specific tags. 1. In the ticket view, click the Filter icon 2. Add a **Tags** condition and select one or more tags 3. Apply the filter The ticket list updates instantly to show matching results. You can combine tag filters with other conditions (such as status, assignee, or priority) for more refined views. Image ### Organizing Tickets by Tags In addition to filtering, tags help you visually organize your ticket list. **To group or sort by tags:** 1. In the ticket view, click the View Options icon in the top-right corner 2. Choose **Tags** as the grouping or sorting field Tickets will automatically be grouped or ordered based on their assigned tags, giving you a clearer overview of related issues Image ### Best Practices for Tag Management To keep your tagging system effective: * Keep tag names short and consistent * Avoid creating duplicate or overly similar tags * Use descriptions to clarify intended usage * Periodically review and clean up unused tags A well-structured tagging system improves visibility, reporting, and overall workflow efficiency. # Ticket Operations Source: https://user-docs.seaticket.ai/Ticket-Operations This page describes the available operations on the ticket list and ticket detail pages. ## Ticket List Operations ### Basic Operations * Click a ticket title to open it. * Use the checkbox to select one or multiple tickets. * Switch between the **Open** and **Closed** tabs to filter tickets. * Click the refresh icon to reload the list. Image ### Right-click Operations Right-click a ticket in the list to access additional actions: | Action | Description | | :------------------------------- | :---------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Chat ticket** | Starts an AI-assisted chat session with the selected ticket as context to help you analyze the issue, summarize key
points, draft replies, and provide suggestions | | **Find related issues** | Displays external issues and discussions that may be related to the selected ticket | | **Create knowledge base record** | Automatically summarizes the ticket and generates a structured knowledge record for review and editing | | **Open ticket** | Opens the ticket details page | | **Copy link** | Copies the unique URL of the ticket for sharing with team members | | **Delete ticket** | Deletes the ticket. Deleted tickets can be restored from Trash | Image ### Bulk Operations When multiple tickets are selected, you can: | Action | Description | | :--------------- | :------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Delete** | Deletes all selected tickets at once | | **Set state** | Updates the state of all selected tickets | | **Set priority** | Changes the priority of all selected tickets | | **Chat ticket** | Starts an AI-assisted chat session with all selected tickets as combined context,
helping you identify patterns and common themes across multiple issues | Image ### **Restoring Deleted Ticket** Deleted tickets are moved to the Trash rather than being permanently removed. To restore deleted tickets: 1. In the Tickets section, click **More → Trash**. 2. Select one or more tickets. 3. Click **Restore** to return them to their original position in the ticket list. To permanently delete tickets from Trash, select them and click **Clean**. Untitled Design (3) # Ticket Overview Source: https://user-docs.seaticket.ai/Ticket-Overview A ticket in SeaTicket represents a single unit of work. It can come from an external issue—such as a customer request or bug report—or be created manually as an internal task that needs tracking. Regardless of its source, SeaTicket provides a unified place to view, manage, and collaborate on all tickets throughout their lifecycle. With SeaTicket, people can: * Track and manage issues in one place * Collaborate with teammates on tasks and resolutions * Assign responsibilities and follow up on progress ## Ticket user roles As you work with tickets, you'll encounter several types of users associated with each ticket: * **Creator**: The person who creates the ticket. * **Assignees**: The responsible responder once the ticket is assigned. * **Participants**: Team members involved in handling the ticket or participating in discussions are automatically included. Image ## The ticket lifecycle Each ticket progresses through several stages from creation to resolution. 1. **Open – New**: When a support request arrives, it's automatically created as a ticket and assigned this status. 2. **Open – Working on**: The responder updates the ticket to this status when actively addressing the issue. 3. **Open – Waiting on user**: If the responder needs additional information or has a follow-up question, the ticket moves to this status while awaiting the requester's response. 4. **Closed – Completed**: The issue has been resolved and the ticket is closed. ### Reopening tickets If a closed ticket's issue is not fully resolved, a responder can reopen it. SeaTicket supports several reopen options — including reopening as New, working on, or Backlog — depending on the current situation. For full details on reopening, see [Updating and Solving Tickets.](https://user-docs.seaticket.ai/updating-and-solving-tickets) ```mermaid placement="bottom-right" theme={null} flowchart TD A[Open – New] -->|Responder starts work| B[Assigned] B --> C[Open – Working on] C -->|Needs more info| D[Open – Waiting on user] C -->|Issue resolved| E[Closed – Completed] D -->|Customer responds| C E --> F{Requester Confirmation} F -- Confirmed --> G[Closed] F -- Not Resolved --> C G --> H[Reopen] H -->|Reopen ticket| C ``` # Track Issues with AI Source: https://user-docs.seaticket.ai/Track-Issues-with-AI The Agent feature in SeaTicket helps teams automatically analyze issues and tickets, identify what needs attention, and suggest next actions. It operates continuously in the background and supports a human-in-the-loop workflow—all suggested actions can be reviewed, edited, approved, or discarded before execution. ## What the Agent Does When enabled, the Agent can: * Analyze incoming issues from connected sources (e.g., GitHub, Discourse) * Review existing tickets and their activity * Detect tickets that need attention (e.g., unassigned, stalled, or overdue) * Generate actionable suggestions, including: * Adding comments * Assigning owners * Creating internal tickets * Proposing next steps ## Enabling the Agent 1. Go to **Settings** in your SeaTicket project 2. Locate the **Agent** section 3. Toggle **Enable Agent** to ON Once enabled, the Agent will begin analyzing issues and tickets automatically. 企业微信截图 17751192702867 ## Using the Agent After enabling, you can interact with the Agent through the **Agent** tab in the sidebar. ### Issue and Ticket Analysis * The Agent reviews each issue or ticket and identifies key points such as errors, missing information, or overdue tasks. * It generates a concise **Analysis** summarizing the issue. Image ### Actionable Suggestions The Agent generates structured suggestions for **next steps** based on the analysis, typically including: * Propose a resolution for the issue * Create an internal ticket from this record * Add a comment to the ticket * Assign the ticket to a team member * Notify assignees of the ticket * Request more information Suggestions are displayed under the Analysis for each issue or ticket. Image Image Image ### Review and Approval Each suggested action offers three options: * **Edit content** — Modify the suggestion before approval * **Approve** — Execute the suggested action * **Discard** — Reject the suggestion Human reviewers maintain full control; no action executes automatically without explicit approval. Image # Understanding the Analyze Interface Source: https://user-docs.seaticket.ai/Understanding-the-Analyze-Interface ## Accessing Analyze Function 1. Open the project workspace. 2. In the left navigation menu, click **Analyze**. The **Analyze** page has two main sections: * **Topic Map** (center) — displays dataset and topic clusters. * **Settings panel** (right) — lets you filter and adjust how data appears Image ## Topic Map The topic map is the central visualization for exploring support conversations. Each item appears as a point on the map, with items of similar content clustered together. **Display Modes**: * **Points:** Displays each item individually for detailed inspection. * **Density:** Uses a heatmap-style view to highlight areas with concentrated items. Hover over any point to preview its content. Image ## Settings Panel The **Settings Panel** allows you to configure which items appear and how they are displayed. Changes are applied after clicking **Analyze**. Image ### Connections Connections determine which sources are included in the analysis. Examples include: * Forum discussions * GitHub issues * Product documentation **To configure connections:** 1. Open the Connections section. 2. Select the sources you want to include. 3. Remove a source by clicking the × icon next to it. 4. Click **Add connections** to include additional sources. Image ### Date Range The **Date range** filter limits the analysis to items created within a specific period. Use this to: * Analyze feedback for a particular release cycle * Investigate recent support activity Adjust the start and end dates, then click **Analyze** to refresh the visualization. Image ### Color The **Color** option determines how items are visually grouped on the map. Common options include: * **Connection** — Each data source appears in a different color, helping you see how topics are distributed across sources like forums and GitHub. Hovering over a point shows the title of that specific issue. Image * **State** — Items are colored by their status (Open, Closed, etc.), letting you quickly identify clusters of unresolved issues. Image ### Display Mode The **Display mode** controls how the topic map renders. Two options are available: * **Density** — Shows a heatmap-like visualization highlighting areas where many related items concentrate. Use this to quickly identify major topic clusters. Image * **Points** — Displays each item as an individual point. Use this when exploring specific issues or discussions. Image ### Status Filter The **Status** filter at the top of the page lets you focus on items with a specific state. Available options typically include: * **Open** — Items that are still unresolved * **Closed** — Resolved or completed items This filter is helpful when analyzing active problem areas. Image # Updating and Solving Tickets Source: https://user-docs.seaticket.ai/Updating-and-Solving-Tickets You can update a ticket from any ticket list or ticket detail page to reflect the latest progress or changes. Ticket updates include reassignment, priority changes, new comments, and state changes. ## Manually assigning a ticket Tickets are assigned using the Assignees field. To assign a ticket 1. Open the ticket from any ticket view. 2. Click the **Assignees** field. 3. Search for a user by name and select them from the list. Image Only members of the project's group appear in the Assignees list. For example, if a group has three members, only those three users will be available to assign. Image Once assigned, the assignee receives a notification in their Inbox. Clicking the notification opens the ticket detail page directly. Image ## Updating Priority and Other Fields In the ticket list view, you can update fields such as Priority, Type, and Tags at any time by clicking directly on those fields. You can also open a ticket and update fields in the **Ticket Properties** panel on the right side. Image All changes are saved immediately and reflected across all ticket views. Every field update is also recorded in the ticket's activity log, so your team always has a clear history of what changed and when. Image After you update a ticket, you are automatically added as a **Participant** on that ticket and it appears in your **My Tickets** list so you can easily track everything you are involved in. Image Image ## Adding comments Comments are where communication, collaboration, and status updates happen during ticket handling. To add a comment: 1. Click the ticket title to open the ticket details page. 2. Scroll to the **Add a comment** section. 3. Enter your comment and submit. Image After a comment is submitted, all collaborators on the ticket receive a notification in their Inbox. Image ### Editing or deleting comments To edit or delete a comment you posted: 1. Find the comment. 2. Click **…** next to the comment. 3. Select **Edit** or **Delete**. Image ### Formatting Comments Comments support rich text formatting including links, inline images, tables, bold, italics, and bulleted lists. Formatting tools are available at the top of the comment editor. Markdown syntax is also supported. Image ## Updating Ticket State Tickets in SeaTicket move through different states as work progresses. For an overview of ticket states and lifecycle transitions, see the [Ticket Life Cycle Overview](https://user-docs.seaticket.ai/ticket-overview#reopening-tickets) **From the Ticket Detail Page** 1. Open the ticket. 2. Click the State button 3. Select the desired state from the menu Image **From the Ticket List** 1. Go to **All Tickets** or **My Tickets** 2. Click the state field directly on the ticket row. 3. Choose a new State and Substate. Changes take effect immediately. Image Available states depend on how an administrator has configured the project — you may see the standard states (New, working on, Backlog, waiting on user, Completed, not planned, Duplicate) or custom states configured for your team. ### Resolving and Closing tickets When work on a ticket is complete, you can close it to mark it as resolved. 1. Open the ticket. 2. Click the State button 3. Select Closed and choose a substate that describes the reason for closure Image Closed tickets can be viewed in the Closed view in the ticket list. Image When a ticket is closed, the state changes to Closed, the Closed Time is automatically recorded, and the ticket moves from the Open view to the Closed view. Closed tickets remain accessible for reference at any time. ### Reopening a Closed ticket If an issue is not fully resolved, a responder can reopen the ticket. To reopen a ticket 1. Open the closed ticket. 2. Click **Reopen as New** and choose a reopen option: Resets the ticket to new status, treating it as a fresh issue. Marks the issue as actively being worked on again. Adds the issue back to the backlog for future attention. Marks the ticket as waiting for additional input before proceeding. Closes the ticket with the reason that it will not be fixed at this time. Closes the ticket as a duplicate of another existing ticket. Image 3. Optionally add a comment explaining why the ticket is being reopened. Once reopened, the ticket moves back to the Open view and is automatically reassigned to the responder who previously resolved it. If that responder is no longer available or part of the group, an administrator can reassign the ticket as needed. # Using Chat for Support Source: https://user-docs.seaticket.ai/Using-Chat-for-Support Chat lets you ask a question in plain language and get an AI-generated answer, without needing to submit a issue. ## Getting Started 1. Click **Chat** in the top navigation, or use the chat box on the Home page. 2. Type your question in the message box. 3. Press **Enter** or click the send icon to submit your message. 4. The AI assistant generates a response based on available data sources. ## Chat Interface Overview Once you open Chat, you'll see: * **Message area** – Displays your conversation with the AI assistant * **Input box** – Where you type your questions * **Histories panel** (right side) – Shows your previous conversations Click any record in the history panel to review or continue a conversation. ## Tips for Better Results * Ask clear, specific questions for more accurate answers * Include relevant keywords like file names, error messages, or feature names Image ## What AI Chat Can Do * Generate responses based on configured data sources (knowledge bases, files, or Internal tickets) * Provide guidance and troubleshooting for both simple and complex issues * Help you find relevant information quickly * Suggest submitting a issue if further action is required # Viewing and Tracking Your Issues Source: https://user-docs.seaticket.ai/Viewing-and-Tracking-Your-Issues To view all your issues, go to the **My Issues** section. The issue list displays key information such as the issue title, type, status, substatus, tags, linked tickets, and a preview of the issue content. You can switch between: * **Open** – Active issues that are still being processed * **Closed** – Completed or resolved issues Use the toolbar to search, filter, sort, or customize the issue list view. Image ## Open an Issue To view issue details, click the issue title from the list. The issue detail page allows you to: * View the issue description and attachments * Check the current issue status * Review comments and replies from the support team Image ## Add Comments and Attachments You can continue the discussion by adding comments to the issue. To add a comment: 1. Open the issue. 2. Enter your message in the comment editor. 3. Optionally attach files. 4. Click **Comment**. New comments are visible to the support team and become part of the issue history. Image ## Close an Issue If the issue has been resolved, you can close it directly from the issue detail page. To close an issue: 1. Open the issue. 2. Click **Close as completed**, or change the issue **State** to **Closed**. Closed issues are moved to the **Closed** view under **My issues**. Image Image # Workspace Setup Overview Source: https://user-docs.seaticket.ai/Workspace-Setup-Overview The Workspace is where all your work in SeaTicket lives. It is organized around **Projects** — the core unit where issues are collected, tracked, and resolved. Projects can be personal or shared inside a Group, giving teams the flexibility to work individually or collaboratively. ## Personal and Group Projects SeaTicket supports two types of projects: | Type | Description | | :----------------- | :------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **My Projects** | | | **Group Projects** | | Image ## What You Can Do Inside a Project Within each project, you can: * **Sync Multiple Sources** — Consolidate issues from GitHub, forums, emails, and more into one unified platform. * **Manage Work Items** — Create, track, and resolve tickets whether they originate from external sources or internal discussions. * **Build a Knowledge Base** — Organize and maintain knowledge records generated from resolved issues. * **Leverage AI Assistance** — Use AI to summarize project data, analyze issues, identify what needs attention, and suggest next steps. Image # Introduction Source: https://user-docs.seaticket.ai/introduction **Unified Issue Management Powered by AI Agents** SeaTicket is a unified issue management platform designed to help teams collect, organize, process, and analyze issues from multiple sources in one place. Product teams today receive issues from many channels—community platforms, GitHub issues, support tools, internal discussions, and customer portals. These signals are often scattered across systems, making it difficult to track problems, detect patterns, and turn issues into meaningful product improvements. SeaTicket centralizes these fragmented signals into a single workspace, powered by AI agents that assist with organizing, understanding, and resolving issues. **From fragmented issues to actionable insights — all in one place.** ## What SeaTicket Solves Without a unified system, teams often face several challenges: * Feedback scattered across multiple channels * Duplicate issues reported in different channels * Valuable discussions and solutions getting lost over time * Difficulty identifying patterns or product insights SeaTicket addresses these challenges by acting as an **intelligent pipeline between community tools and development workflows**, ensuring issues can be efficiently processed and turned into knowledge and insights. ## How SeaTicket Works SeaTicket connects your external feedback channels with your internal product workflow. A typical workflow looks like this: 1. **Collect Issues** — Connect external issue sources to automatically sync issues and discussions 2. **Unify and Organize** — All synced items are centralized into a unified ticket system where teams can manage and track them 3. **AI-Assisted Processing** — AI helps summarize discussions, search across connected sources, and answer questions about tickets and issues 4. **Resolve and Capture Knowledge** — As issues are resolved, their discussions and solutions can be turned into structured knowledge records 5. **Analyze and Discover Insights** — Aggregated issue data can be analyzed to uncover trends, recurring problems, and product opportunities This workflow helps teams move from **scattered issues → structured tickets → actionable product insights**. ## Key Capabilities * **Sync Multiple Sources** SeaTicket integrates with external issue sources and automatically syncs issues and discussions to your workspace. Teams can manage both external and internal issues within the same system. * **Unified Ticket Hub** SeaTicket provides a centralized place to manage and resolve all tickets. Teams can track discussions, collaborate on solutions, and resolve issues through a structured workflow. * **AI-Powered Knowledge** Issue discussions, documents, and knowledge records can be accessed by AI. Teams can search knowledge, ask questions, and quickly find relevant solutions. * **Issue Insights** SeaTicket aggregates issues across sources and helps teams identify recurring issues and product opportunities. ## Core Modules in SeaTicket SeaTicket is organized into several functional modules: | Module | Description | | :------------------------ | :---------------------------------------------------------------- | | **Workspace Setup** | Manage projects and organize workspaces. | | **Connections** | Connect external issue sources and sync issues and discussions. | | **Tickets** | Create, manage, and resolve issues in a unified ticket system. | | **Knowledge Base** | Capture solutions and knowledge generated from issue discussions. | | **AI Assistance** | Use AI to chat, search knowledge, and generate summaries. | | **Analyze and Insights** | Discover trends and insights from aggregated issue data. | | **External Portal** | Allow users or communities to submit and track tickets. | | **Inbox & Collaboration** | Manage incoming issues and team collaboration. | SeaTicket is an AI-powered issue hub that connects community issue sources with product development workflows