Helpdesk Automation Data Flow

Here is what happens when FastHelp generates an answer.

• 1 - FastHelp retrieves the ticket ID and all metadata via the helpdesk API.
• 2 - FastHelp fetches all ticket messages between the user and support.
• 3 - Personal data in messages are replaced with placeholders (see below).
• 4 - An answer is generated using the knowledge base and LLM assistance.
• 5 - Reverse replacement occurs - all placeholders are replaced with real personal data, so the user receives a well-formatted response in the helpdesk.
• 6 - FastHelp saves a history record in the database in an anonymized version, and the real data are wiped out.

After the transaction is completed and the response is posted, FastHelp does not retain any personal data related to this transaction.

Anonymization Mechanism

FastHelp processes text data that may include personal information such as names, phone numbers, emails, bank account information, etc. These types of data are very common in customer success workflows. Understanding your concerns, we have implemented an anonymization flow available for all customers. After applying this, we can assure you that FastHelp does not store your personal data.

FastHelp searches for private data tokens and replaces them with placeholders. Consider an example containing personal data. This piece of text may be part of a customer support ticket in your helpdesk system.

After replacement, we store in FastHelp:

In this format, data will be stored in FastHelp, visible in FastHelp History, and will be transferred to the LLM provider. This anonymization workflow is activated by default for all customers and projects. A customer is able to deactivate it if desired.

As FastHelp stores ticket metadata such as ticketId and ticketLink, you can review those anonymized personal data in your helpdesk at any moment.

Please note that personal data search is based on the most modern neural network specially developed for such needs. However, no solution can guarantee 100% accuracy. There may be a small percentage of mistakes depending on the language, region, and content quality.

Draft Plugin Cookies

The plugin does not store any cookies except one autogenerated GUID, for example, F0D3C299-9A99-4EF0-B82F-181F65A37605, which is used to aggregate statistics and is not considered personal data.