Trust & controls
Who can see what — and what can act on its own.
Plain answers about access, AI and sharing, based on how the product works today. Where a question needs a contract, a questionnaire or a document, ask us.
01 — Access
Access follows the person, not the workspace.
Roles set the default. On Pro, each member can be limited to specific clients, knowledge, portals and email channels. Requesters only ever see their own conversation.
| Can see or do | Requester in a portal | Technician | Admin | Approver by email | Copilot |
|---|---|---|---|---|---|
| Their own request and the replies sent to them | Yes | Yes | Yes | Summary sent to them | As the person asking |
| Internal notes | No | Yes | Yes | No | As the person asking |
| Other clients’ requests | No | All, or assigned clients (Pro) | Yes | No | As the person asking |
| Workspace settings, portals and channels | No | No | Yes | No | Proposes; an admin confirms |
| Apply a proposed Copilot change | No | Not by default | Yes | No | Never on its own |
02 — AI
Three kinds of automation, with different rules.
People often ask whether “the AI” sends things by itself. In Assist Engine, that depends on which part you mean.
Runs on its own
Automations you configure
- One trigger and one action per rule, such as sending a receipt confirmation
- Every run is logged as success, skipped or failed, with a reason
- Three defaults are on for new workspaces; you can switch them off
Suggests
Analysis on arrival
- Summaries, priority and category suggestions, likely causes and next steps
- Suggested replies are drafts; a person decides what to send
- Product, finance and custom profiles require human review of AI output
- Automatic analysis can be switched off in settings
Waits for a yes
Copilot
- Activated per workspace; checks sign-in, permission and activation on every request
- Uses only records the person asking may read, and shows its sources
- Proposes changes; nothing runs until confirmed, and access is checked again first
- Live web search is opt-in per question; only the typed question is sent
Model providers. AI features use third-party models, currently from OpenAI and Google, as described in the privacy policy. AI output can be incomplete or wrong; check important details before relying on it.
03 — Portals & sharing
What leaves the team, and how.
Portal access
Each portal chooses its door: anonymous submissions with an email address and a bot check, Microsoft or Google sign-in, or sign-in required. You can limit self-registration to specific email domains.
Forwarding
A forwarded conversation is previewed first and contains only customer-visible messages. Internal notes, attachments and private portal links are left out.
Approvals
Approvers need no account. They open a secure link and confirm with a six-digit emailed code; internal notes and attachments are not included in the request.
Files
Uploads are checked against their declared type before they are attached, and portal files are held in private storage. Screenshots in internal notes stay with the team.
Deletion
Deleted tickets go to Trash with an undo, then are permanently removed after the workspace’s retention period — 30 days unless you change it.
Change history
Status, priority, assignment and category changes, bulk operations and Copilot actions are recorded against the ticket.
04 — Ask us
We don’t publish claims we can’t back up here.
This page is not a certification or a contractual commitment. For any of the following, contact us and we will answer for your situation in writing:
- Security questionnaires and compliance or certification requirements
- Where data is hosted, and the current list of service providers
- Data retention and deletion when a workspace is closed
- Contract terms, data processing agreements and support commitments
