Indexing and the searchable history
Support Advisor’s advice cites how your team handled similar tickets. It finds them in its searchable history: the tickets of your indexed boards, each analysed once and stored as a case. Tickets are searched, never used to train an AI model.
What is indexed
Section titled “What is indexed”On a board set to index, Support Advisor adds:
- closed tickets, checked on a schedule;
- open tickets with new work (time entries or notes), as work in progress, updated as they move on;
- with Index past tickets too, the board’s earlier tickets, once.
One ticket is one case, updated in place: in progress while it is worked, then confirmed when it closes.
What a case holds
Section titled “What a case holds”A case is an analysis of the ticket, not a copy of it: the problem in brief, the symptoms, error messages word for word, the diagnostic steps, the root cause and the resolution, with the ticket’s board and Type, SubType and Item. Names and other details identifying the customer, secrets such as passwords, and email signatures are removed before it is stored. A closed ticket is stored only if it holds enough to be useful; one with nothing beyond its first description is not.
How sure a case is
Section titled “How sure a case is”Each case has a state, shown on every piece of evidence a technician sees:
| State | Means |
|---|---|
| Resolved | A fix confirmed on a closed ticket. |
| Answered | A question your team answered for good: whether something is supported, a policy, a price, how something is done. |
| Resolved – pending close / Answered – pending close | Recorded, but the ticket is not closed yet. |
| In progress – unconfirmed | Work still in progress: tried, not proven. |
Confirmed cases rank above pending ones, and pending ones above work in progress. Work in progress is always presented as something tried, never as a known fix.
How it is searched
Section titled “How it is searched”When a technician asks, Support Advisor searches the history for cases like the ticket: the same symptoms, errors and requests, not just the same words. It searches only the companies that technician may see (member visibility), and never cites the ticket being worked as its own evidence.
Every indexed board feeds one history for your company, so a fix found on one board can help a ticket on another.
What stays when you stop
Section titled “What stays when you stop”Stopping indexing, unticking a board or excluding a company stops new tickets from being indexed. Cases already in the history stay searchable. See Data and security.