Semantic Search
Search that matches meaning rather than spelling — across your knowledge base, your ticket history and a catalogue — with tenant boundaries enforced inside the query, not after it.
How Solidlio helps
A query is embedded the same way, and matching is by proximity in that space — so “can’t connect from home” finds the VPN runbook without sharing a word with it. Tenant and visibility predicates are part of the search query itself, evaluated before the result limit, and the index is configured to keep scanning until it has genuinely found the best matches that satisfy those filters rather than stopping at the first candidates and returning a short list.
Capabilities
| Capability | What it does |
|---|---|
| Knowledge search | Finds articles by meaning, with a configurable relevance floor |
| Similar tickets | Finds resolved tickets that resemble the one in hand, with their resolutions |
| Duplicate detection | Flags likely duplicates as a ticket is written |
| Catalogue smart search | Semantic ranking over ~s, with facets applied on top |
| Help-centre search | The same engine behind the customer-portal knowledge search |
| RAG grounding | Supplies the assistant with cited source material per turn |
| Visibility-aware results | Article visibility rules are part of the SQL, not a post-filter |
Built for MSPs and their clients
The visibility cascade that governs who may read an article is compiled into the search predicate. A customer searching the help centre and an MSP technician searching internally run the same engine against the same index and get different result sets, because the filter is evaluated per caller inside the query. Platform-wide articles are pinned to having no owning organization, so a tenant’s article cannot become globally readable by changing its visibility level alone.
How it works
- Content is embedded — knowledge articles on publish, tickets and catalogue products by a background sweep.
- A query arrives and is embedded with the same model and dimension.
- The scan iterates until the limit is satisfied against those filters, so a selective tenant filter returns a full page rather than a truncated one.
- Results above the relevance floor are returned with their similarity score.
Credit cost
| Operation | Credits |
|---|---|
| Retrieval-augmented query | 3 |
Knowledge indexing is charged when an article is published or re-indexed.
Limits
- Documents are embedded whole rather than chunked, so a very long article is represented by a single vector and its tail contributes less to matching.
- Tickets are embedded by a periodic sweep, not on creation, so a new or edited ticket becomes searchable on the next tick rather than immediately.
- Catalogue products are embedded by an operator-run backfill; newly imported products are not embedded automatically.
Plans and access
Availability depends on your plan, role and account permissions. Capacity limits and service terms apply. Compare current plans and integration requirements, or ask us about your setup.