AI ticket search for ServiceNow

What ServiceNow text search misses

ServiceNow's text search works across incident records, but it matches words. "VPN drops after laptop wakes from sleep" and "network reconnect fails after suspend" describe the same problem. Your agents know this. ServiceNow search doesn't.

The Knowledge Management module is powerful, but it requires dedicated authoring. Someone has to write each article, assign categories, maintain versions, and retire stale content. That's a content operation on top of your support operation.

Screenshots attached to incidents are stored as files. No way to search for "that screenshot of the SSO error page." Your agents have to remember which incident had it, or scroll through dozens of attachments.

How DeskGraph connects to ServiceNow

Read-only OAuth via the ServiceNow REST API. We index your incident history and attachments, building a meaning-based search layer that sits alongside your existing workflows. DeskGraph doesn't replace ServiceNow's native search or Knowledge Management. It answers the one question they can't: "Has anyone on this team resolved something like this before?"

No scoped applications to install. No changes to your ACLs, business rules, or workflows. We consume the Table API with read-only access to incident records and their attachments. That's the entire integration footprint.

DeskGraph indexes across your incident table regardless of assignment group, category, or priority. Whether your agents work from Agent Workspace or the classic interface, similar incidents appear in context. If a past incident linked to a problem record or a CMDB CI, that resolution context surfaces too.

What your agents actually get

• "VPN drops after wake" matches "network reconnect fails after suspend" because the meaning is the same
• Screenshots match visually, not by filename or alt text
• No Knowledge articles to author or maintain. Every resolved incident makes future searches more accurate automatically.
• Your L1 agents get the benefit of your L3 engineers' past resolutions, without the tribal knowledge problem.

Frequently asked questions

Does DeskGraph require a scoped application?

No. We connect via the standard ServiceNow REST API. Nothing to install on your instance.

Does it work with ServiceNow's Virtual Agent?

Yes. Virtual Agent handles customer-facing chat. DeskGraph finds similar past incidents for your agents. No overlap.

Which ServiceNow tables does it access?

Incident records and their attachments via the Table API. Read-only access only.

Does it support problem and change records?

Currently incident records only. Problem and change record support is planned.