Feature

External Search

Access external knowledge without exposing confidential data.

When internal knowledge is insufficient, ServiceDesk Co-Pilot can reach out to external sources — with automatic GDPR-compliant redaction and mandatory dispatcher approval before anything leaves your environment.

How External Search Works

1

Gap Detected

Internal similarity search finds insufficient historical matches for the current request.

2

Query Generated

The AI generates a GDPR-compliant search query preserving the technical core of the problem.

3

Automatic Redaction

Customer names, IPs, usernames, server names, and all personal data are removed or anonymised.

4

Dispatcher Reviews

The dispatcher inspects the query. No external request is sent without explicit human approval.

5

Search Executed

An AI-supported search runs across approved external sources. Results are summarised.

6

Dispatcher Selects

Relevant results are selected by the dispatcher and included in the ticket. Nothing is adopted automatically.

Automatically Redacted

  • Customer names
  • Usernames & email addresses
  • Phone numbers
  • Internal server names & IP addresses
  • Contract information
  • Personal data of any kind

Configurable External Sources

  • Vendor knowledge bases
  • Microsoft documentation
  • Stack Overflow
  • Reddit & technical forums
  • YouTube tutorials
  • Publicly available manuals
  • Community solution articles

Each company defines which sources are permitted. Sources are fully configurable per organisation.

The dispatcher is the gatekeeper.

No external query is sent without explicit human approval. Privacy is never sacrificed for convenience.

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