osTicket Integration

Flexivity AI adds AI-powered capabilities to your osTicket helpdesk, including automatic ticket summaries, recommended resolutions based on your historical ticket data, and feedback analytics. This section walks you through the full setup process, from installing the plugin to configuring individual features.

What the Integration Does

Once set up, Flexivity AI works alongside your osTicket instance to provide:

AI Ticket Summaries — When a ticket is created or updated, the system generates a concise summary of the issue, saving agents time when triaging and reviewing tickets.
Recommended Resolutions — Using retrieval-augmented generation (RAG) against your historical ticket data, the system suggests relevant past resolutions that may apply to the current ticket. Historical ticket sync imports your existing archive so the AI knowledge base has full context from day one.
Feedback Analytics — Track how agents interact with AI suggestions, measure helpfulness ratings, and monitor adoption across your team.

All AI processing happens in the Flexivity AI cloud. PII is scrubbed before any data leaves your environment, either by the on-premise Docker agent (self-hosted deployments) or by the ingestion API (hosted deployments).

Prerequisites

Before you begin, confirm the following:

Requirement	Details
osTicket version	1.17 or 1.18
PHP version	8.1 or higher
Docker	Required for the Flexivity AI agent (Docker Engine 20.10+ and Docker Compose v2)
Network (agent mode)	The agent requires outbound HTTPS/WSS access to the Flexivity AI cloud. No inbound firewall rules are needed.
Network (direct mode)	For internet-accessible osTicket installations (e.g., cloud-hosted), Flexivity AI connects inbound to osTicket via HTTPS on port 443.
Flexivity AI account	An active account at app.flexivity.ai with an instance provisioned

Setup Flow

The integration involves five steps, each covered in its own guide:


1. Create Instance        Create an instance in the administration console
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2. Install Plugin         Install the .phar file into osTicket
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3. Connect to Cloud       Link your osTicket instance to the Flexivity AI cloud
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4. Configure Features     Enable AI summaries, recommendations, sync, and analytics

Create an instance in the administration console first — select osTicket as the application and enter the name and hosting type (see the Administration Guide if you haven’t already). Then follow the remaining guides in order.

Guides

Plugin Installation — Download and install the Flexivity AI osTicket plugin.
Connecting osTicket — Connect your osTicket instance to the Flexivity AI cloud.
Feature Configuration — Enable and tune AI features for your helpdesk.
Integration Approach — Technical overview of how the plugin integrates with osTicket.
Troubleshooting — Diagnose and resolve common setup and runtime issues.