Understanding responses
A Copilot answer is a draft, not a decision. It reads your ticket and approved knowledge, then explains what it found. Knowing how to read it protects you from the two failure modes that matter: trusting it too much, and dismissing it too fast.
Anatomy of an answer
Section titled “Anatomy of an answer”| Part | What it is | How to read it |
|---|---|---|
| The text | The explanation in your language | Look for a concrete next step, not reassurance |
| Citations | The knowledge articles the answer is grounded in | If there are none, treat the answer as generic advice |
| Status | Whether the answer finished or is still working | A partial answer can arrive before the work is done |
| Feedback control | A rating you can give on a delivered reply | Only offered where a rating is allowed for that message |
Reading it honestly
Section titled “Reading it honestly”- Grounded answers cite. When sources are shown, the answer is anchored in something written and approved. When they are absent, it is the model reasoning without support.
- Confidence is not correctness. A fluent paragraph can still be wrong about your specific case.
- It sees what you see. It cannot know an internal fix that was applied to your ticket unless that fix was written where requesters can read it.
- “I don’t know” is a valid answer. An honest gap beats an invented step.
What triggers a rating
Section titled “What triggers a rating”A rating is offered only for an eligible delivered public reply on your own ticket. The server checks your identity, the delivery state and the ticket ownership, so:
- the same control may be missing on some messages;
- an internal note never gets a rating;
- a message from another ticket cannot be rated from yours.
The absence of the control is not a problem with your account.
When to escalate instead of asking again
Section titled “When to escalate instead of asking again”| Situation | Do |
|---|---|
| The answer suggests a step you already tried | Say so; ask for the next option |
| The steps could break something or cost money | Stop and ask your technician first |
| You need a date, an SLA or an approval | Escalate — the Copilot cannot commit to those |
| The answer is unrelated to your ticket | Tell your technician; that is useful feedback |
Privacy
Section titled “Privacy”Your conversation belongs to your ticket and is visible to your administrators as audit data. Do not paste passwords, card numbers or personal data of other people into it — the assistant does not need them to help you, and the record keeps what you type.
Related topics
Section titled “Related topics”Copilot for Requesters · Requester overview · Data flow and privacy