AI Ticket Chat is an AI-assisted support ticketing and help-desk application for Drupal that lives under /admin/aiticketchat. It gives support teams a kanban-style support board, a rich ticket detail view with comments, file attachments and status transitions, an AI valuation pipeline that classifies tickets and estimates effort in hours with built-in cost controls, time tracking per milestone, and CSV/XLSX report export. It is designed for agencies and internal support teams that want to triage, value and bill client requests from inside Drupal, with notifications delivered through the shared Central Connect AI framework.

Key features

Support board dashboard — A multi-tab task board organising tickets by lifecycle stage: Estimated, Needs Response and To Value (waiting); Backlog, In Development and To Approve (in progress); Drafts, On Hold and Discarded (saved); Completed (finished); plus dedicated Assistances (active chat sessions) and Suggestions (formalised proposals) tabs. Each tab offers a kanban-style section view for organising work at a glance.
Ticket detail view — Full context per ticket: the request description, a chronological timeline of comments by date, author and type, file attachments, state transitions via action buttons, task metadata, and per-task search.
Comments and client mentions — Add comments to any ticket and mention the client with a support-only mention marker. Mentioning a client forces a Needs Response state and notifies them; the client's reply automatically clears the flag and returns the ticket to its original state.
AI-powered valuation pipeline — When a ticket is created it is automatically classified and given an hour and cost estimate. A queue worker processes valuation jobs, estimated hours populate the ticket's milestone list, and approval gates let support review the request summary and proposed solution before advancing the ticket.
Support team time tracking — Each milestone carries a per-user timer with single-active enforcement, play/pause/stop endpoints and a done-toggle. Cron auto-pauses stale sessions, and total monthly minutes are converted to euros and shown in a cost snapshot.
Reports and export — A reports page with a monthly snapshot, filterable by date range or team, exportable to CSV or XLSX with task data, estimated and actual hours, costs and the full comment thread for billing, reporting and auditing.
Notifications (web and email) — Nine notification types (new comment, new service, cost limit reached, configuration validation needed, response needed, response received, new suggestion, task completed, task in progress) delivered to a header bell and by email through the site mail system.
File attachments, favourites and lifecycle transitions — Attach screenshots, logs and other files as Drupal managed files, bookmark important tickets, and move tickets through the support lifecycle with gated or admin-override transitions.
Cost controls — A cost meter on the dashboard and a settings modal show monthly spend in EUR against a limit, with a per-department breakdown, so teams can monitor and cap AI spending.

How it works

Tickets are stored using a pluggable backend. By default they live as local Drupal nodes; when the Central Connect AI SDK is connected to a central system, a centralized backend can mirror ticket data to and read from that system for multi-tenant setups. There is no persistent third-party board backend — an optional one-off importer, available from the settings page, can bulk-migrate historical tickets from an external board into local Drupal nodes. Every chat session in the companion Multi-Role AI Chatbot module is surfaced on the board as a ticket, split into active Assistances and formalised Suggestions, so AI conversations flow straight into the support workflow. A lightweight cron job auto-titles inactive chat tickets to keep them findable, and support staff can open a milestone-specific chat to get AI help on a subtask with its usage attributed to that milestone.

Use cases

Agency client support — Triage incoming requests, value them in hours, track billable time per milestone and export reports for invoicing.
AI-assisted triage — Let the valuation pipeline classify and tag tickets, draft request summaries and proposals for review, and brainstorm next steps.
Chat-to-ticket bridging — Turn AI chat conversations into actionable, trackable support tickets without manual re-entry.

Part of the Central Connect AI suite

AI Ticket Chat is a consumer module of the Central Connect AI suite. It builds on the suite's shared foundation and pairs with its sibling modules:

Central Connect AI SDK — the shared connection layer that provides the notification framework, cost enforcement and AI gateway. Required.
Multi-Role AI Chatbot — the AI chat assistant whose sessions are mirrored onto the support board. Required.
Web Health Status — a site-owner dashboard in the same suite whose Support tasks block surfaces the most urgent tickets from this module.

Requirements

Drupal 10.3 or newer, including Drupal 11.
PHP 8.1 or newer.
The Multi-Role AI Chatbot and Central Connect AI SDK modules, which are hard dependencies: AI Ticket Chat builds on interfaces those modules provide and will not function without them.
Core dependencies: User, System, Node, Taxonomy, File, Options, Text, Field and Comment.
XLSX export relies on PhpSpreadsheet.

Privacy and security

Role-based access — Support members see only the tickets for their assigned clients while administrators see all; access is enforced per ticket.
Centralized cost enforcement — The authoritative monthly AI cost limit is owned and enforced by the Central Connect AI SDK, so spending caps cannot be bypassed at the module level.
Drupal-native storage — Local tickets and attachments are stored as standard Drupal nodes and managed files, inheriting Drupal's permission and file handling.

Maintainers and sponsor

AI Ticket Chat is developed and maintained with sponsorship from Tangram Consulting as part of the Central Connect AI suite. Contributions, issues and feature requests are welcome through the project's issue queue on drupal.org.

Project Management with Ticketing AI Assistant