Search support tickets by screenshot

Screenshots are the dark matter of support

A customer pastes a screenshot of a broken checkout page. Your agent sees the issue. But when they search for it? Nothing. Because their ticketing system indexes text. The screenshot is just a file with a name like "image-2026-03-12.png."

This happens dozens of times a day. Error dialogs, broken layouts, configuration screens, console output. Your customers communicate visually. Your search tool is blind to all of it.

How visual ticket search works

DeskGraph uses customer support AI to understand what's in a screenshot. Not OCR. Not filename matching. Actual visual understanding. An error modal in ticket #3901 matches the same error modal in a new ticket, even if the text descriptions are completely different.

We process the image, generate a visual embedding, and match it against your ticket history. The original screenshot is discarded after processing. We keep the mathematical representation, not your customer's data.

It gets better over time

Three months from now, the same broken modal shows up again. AI ticket search instantly surfaces the similar ticket with the original resolution. No one had to tag the screenshot. No one wrote a knowledge base article about it. The system learned from the resolved ticket automatically.

This is the part that compounds. Every screenshot your team handles makes future searches more accurate. Screen recordings work the same way.

Frequently asked questions

What types of screenshots can DeskGraph search?

Any screenshot attached to a support ticket. Error dialogs, broken layouts, configuration screens, console output, and more. DeskGraph uses multimodal AI to understand what the screenshot shows, not just the filename.

Does screenshot search work with screen recordings too?

Yes. DeskGraph extracts frames from screen recordings and matches visual patterns across them. If a past ticket included a recording of the same error, it surfaces that ticket even if the text descriptions are completely different.

Does DeskGraph store the original screenshots?

No. DeskGraph generates vector embeddings from your screenshots and then discards the original images. We store mathematical representations used for visual similarity matching, not your raw files.

How accurate is visual matching compared to text search?

Visual matching catches issues that text search misses entirely. Two agents can describe the same broken UI in completely different words, but the screenshots look nearly identical. DeskGraph matches on what the screenshot shows, not how someone described it.