EXA33
— Run private operations —
Customer Support Ticket Privacy
Customers paste credentials into support tickets — Polymonial seals them before tier-1 sees them.
The problem to solve
Customers paste account numbers, screenshots, credentials, error logs into support tickets. The ticket system distributes those to tier-1 → tier-2 → tier-3 → engineering, and often to outsourced vendors. Each escalation hop replicates the original data. A breach of the support system exposes everything the customers ever pasted by mistake.
The solution it enables
Ticket creation runs through a schema that seals the sensitive fields it names. Tier-1 sees masked. Tier-3 sees what their schema permits. Engineering sees the technical error trace minus the credentials. Each escalation re-applies the schema and decrypts no more than it permits.
What it looks like
A SaaS support team handles 12,000 tickets/month across its ticketing platform and team-chat tool. Customers regularly paste API tokens, internal IDs, screenshots of their dashboards into tickets. Today: every tier-1 agent (and every outsourced vendor agent) sees everything. After Polymonial: pasted tokens auto-seal at ticket creation; tier-1 sees redacted; tier-3 unseal only the technical context they need; engineering unseals the trace minus credentials.
“The screenshot the customer pasted. The credential they typed by mistake. None of it ends up in your support backlog by accident.”
Who’s this for you?
We have this problem.
Your organisation needs this for its own data, product or programme of work.
We deliver this for clients.
A consultancy, integrator, service provider, industry programme or technology vendor.