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External AI (MCP)

External AI lets a technician connect an AI client, such as Claude, Claude Code or VS Code, to Nilear. The client then works as that technician, with that technician’s access, on the ticket they are working in MTX: it reads the ticket and its screenshots, finds similar tickets your team has resolved, and posts suggested next steps where the technician can use them.

Nilear provides it through MCP (the Model Context Protocol), the standard way AI clients connect to other tools. Each PSA has its own address, in the form https://mcp.nilear.com/psa/<your PSA's id>/mcp, shown on the AI Clients page.

What an AI client can do

Section titled “What an AI client can do”
Tool What it does
Who am I Says whom the client acts as, for which PSA, and with what access.
Get ticket Reads the ticket you are working in MTX: its details, every note and its attachments.
Get ticket attachment Reads one image or email attached to that ticket.
Find similar tickets Finds resolved tickets like it in Support Advisor’s history, from companies you can see.
Suggest next steps Posts the client’s analysis and a suggested email, notes, resolution and tasks to the ticket’s Support Advisor tab in MTX. Nothing reaches the ticket until you use it.
Get availabilities, Get availability Reads your team’s MTX availability.
Set availability Changes an MTX availability, your own by default.

No tool sends an email or writes to the ticket, and none reaches another PSA. The ticket tools work only on the ticket you are Working in MTX, or hold in PSR, under the One Ticket Method, and only on boards where Support Advisor is ticked. Every tool is described, with its limits, in Tools.

Who controls it

Section titled “Who controls it”
  • External AI is off for each PSA until one of its administrators switches it on, on the AI Clients page at my.nilear.com. Switching it off disconnects every member’s AI clients at once.
  • Each member’s level is set on the Members page, under External AI. Reading needs Read Only or above; changing availability needs Read/Write or above.
  • Each person connects their own client and approves it on Nilear’s sign-in page. Every connection is listed on the AI Clients page, where its owner, or an administrator, can revoke it.

Every connection and every tool call is recorded in the audit trail, naming the person and the client, without the ticket’s content. See Data and security.

Where to start

Section titled “Where to start”