How Ticket Resolve Now handles troubleshooting data
Operational explanation only; this is not a compliance certification.
Sent to the AI provider
Only the minimized context needed for the selected operation, after the privacy gateway applies workspace mode, field filtering, masking, secret blocking, and size limits.
Masked or blocked
Recognized customer identifiers and email addresses are masked where the configured mode requires it. Credentials, API keys, tokens, private keys, and similar secrets are blocked rather than forwarded.
Stored
Ticket Resolve Now stores workspace records, investigation state, submitted evidence, generated documentation, knowledge, audit metadata, customer-safe business usage, and separate internal provider-cost metadata. Raw evidence and prompts are excluded from operational telemetry.
Retention and isolation
Your plan and workspace/customer policy determine retention. Every application query must enforce workspace scope; MSP customer-scoped retrieval adds a customer boundary. Workspace administrators can export data or request staged deletion.
AI outage behavior
Existing cases, evidence, knowledge, investigation history, and generated documents remain available when AI calls are disabled or unavailable.