Choose a board's indexing
Each board where Support Advisor is ticked chooses whether its tickets are indexed: analysed and added to Support Advisor’s searchable history, so later advice can cite how they were fixed. Indexing is separate from whether Support Advisor works on the board: technicians can ask about a board’s tickets whatever its indexing.
| Choice | What happens |
|---|---|
| No indexing | Nothing from this board is indexed. Support Advisor answers its tickets from web research and your other boards’ indexed tickets. AI clients can still work on its tickets. |
| Index new tickets from now on | Each ticket is added to the history as it is worked or resolved. Nothing older is read. |
| Index past tickets too | As from now on, plus a one-time backfill of the board’s tickets from 1 January of the year you choose. |
When to index
Section titled “When to index”- Index boards whose tickets repeat: service desks, help desks, recurring requests. Indexing lets Support Advisor cite how similar tickets were fixed, which can improve its answers, and it then searches the web less often, which can lower AI costs.
- Index past tickets too when you want useful answers from the first day, rather than once the board has built up its own history.
- Don’t index boards whose tickets would not help anyone else: one-off projects, internal administration, or boards whose tickets you do not want cited on other tickets.
Indexing uses OpenAI on your key for each ticket analysed. The board shows the estimate before you confirm: see Index past tickets.
Changing it later
Section titled “Changing it later”On the expanded board, under Indexing:
- Index this board’s tickets turns indexing on for a board that has none.
- Index past tickets too adds a backfill to a board indexed from now on.
- Stop indexing saves at once. Tickets already indexed stay searchable, and you can turn indexing on again.
A board is backfilled at most once. Stopping and restarting indexing never runs a second backfill.