Security, permissions and audit
How Autessa Support Desk protects customer conversations
Autessa Support Desk keeps each customer to their own requests, keeps internal notes and internal articles away from customers, runs background work with a key limited to support data, never lets AI send a reply on its own, and logs every change on every ticket. Certifications and policies are on the Autessa Trust Center.
Controls
What protects your support data?
Customers see only their own requests
In the Help Center a signed-in customer sees their own requests and ones a colleague explicitly shared with them. Sharing is checked on the server, and nothing else is listed.
Internal notes stay internal
Internal notes are marked “Only your team can see this” and are never shown in the Help Center or sent by email.
Three knowledge audiences
Public articles appear in the Help Center. Internal articles are for your team and its AI tools. Private drafts are visible only to their author until published.
Documents you choose to publish
Each uploaded document is either internal or published to the Help Center; customers can open only published ones.
A key limited to support data
Background work (email to tickets, sending replies, SLA checks, weekly insights) runs with an integration key that can only read and write your support data. You can rotate or reset it from Settings.
AI never sends on its own
Reply drafts wait for a person. Triage only routes and labels. The article writer saves private drafts. The Help Center assistant answers from published content and is quality checked.
A full activity log
Status changes, assignments, priority changes, replies, notes, merges, mentions, AI drafts used, SLA breaches and timing events are recorded on every ticket.
Customer sign-in
Customers sign in to your Help Center with their email address before they can see requests, ask the assistant about their requests or post in the community.
Moderated community
Customers can report posts; your team hides, restores, pins, closes and reopens threads, and works a reports queue. Customers are warned not to share passwords, keys or private data.
Permissions
Who can see what?
| Data | Your team | Customers |
|---|---|---|
| Tickets | Every ticket in the desk | Their own and ones shared with them |
| Public replies | Yes | On their own requests, and by email |
| Internal notes | Yes | Never |
| Public articles and documents | Yes | Yes, in the Help Center |
| Internal articles and documents | Yes, and their AI tools | Never |
| Private article drafts | Only the author | Never |
| AI drafts and copilot analysis | Yes | Never |
| Community posts | All, including hidden ones | Visible posts in topics that are on |
| Reports and insights | Yes | Never |
Certifications, policies and subprocessors
Autessa publishes its security program on the Trust Center.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
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