AI ticket search for Salesforce Service Cloud

What SOSL and Einstein Search miss

SOSL is powerful for structured queries. Filter by record type, status, owner, date range. But when your agent needs to find a similar case based on what the customer is describing, SOSL needs exact keywords to match. "Payment processing timeout" and "checkout hangs during transaction" are the same problem. SOSL treats them as unrelated.

Einstein Search improves relevance ranking, but it's still working within the keyword paradigm. It can surface a better result from a keyword query. It can't connect two cases that describe the same issue in completely different language.

Knowledge Articles exist, but they require a content operation. Someone has to write each article, keep it current, and hope agents can find it. Meanwhile, the answer is sitting in a closed case that nobody thought to turn into an article.

How DeskGraph connects to Service Cloud

Read-only Connected App with access to Cases and attachments. We index your case history and build an embedding-based search layer on top of it. DeskGraph doesn't replace SOSL or your existing search. It handles the question SOSL can't: "Has anyone on this team seen this before?"

No changes to your org's security model, sharing rules, or automation. No Apex code to install. We consume the Salesforce REST API with the minimum permissions needed to read case content and attachments.

DeskGraph works whether your agents use the Service Cloud console, Omni-Channel routing, or a custom Lightning page. Similar cases surface in a sidebar regardless of how tickets are assigned. If your team handles cases across multiple queues or entitlement processes, DeskGraph searches across all of them.

What your agents actually get

• "Payment processing timeout" matches "checkout hangs during transaction" because the meaning is the same
• Screenshots match visually, not by filename or alt text
• No Knowledge Articles to write. Every resolved case is already the knowledge base.
• Works alongside SOSL and Einstein. Structured queries stay in Salesforce. Meaning-based search lives in DeskGraph.

Frequently asked questions

Does DeskGraph require any Apex code or custom objects?

No. We use the standard Salesforce REST API with read-only access. Nothing to install in your org.

Does it work alongside Einstein Search?

Yes. Einstein improves keyword relevance. DeskGraph adds meaning-based search. They handle different problems.

Does it respect our Salesforce sharing rules?

DeskGraph indexes cases accessible through the connected service account. We recommend using a dedicated integration user with appropriate case visibility.

Which Salesforce editions does it support?

Any edition with API access to Cases and their attachments. Enterprise, Performance, and Unlimited all work.