Support memory

Support memory is what QuantumOps remembers from your tickets: facts about your clients, users, sites and assets, and how similar problems were fixed before. Qubit, the dashboards and ticket research read it, so you do not have to dig through old tickets for the same answer. Everyone who uses those features benefits from it, and Administrators have a screen to inspect and correct it.

Before you start: support memory is available when enabled for your organisation. Until then Qubit's source list says it is not enabled, the Memory Graph card and section do not appear, and Live Context shows only memories from earlier ticket analysis. See "Ask TechPulse to enable support memory" at the end of this page.

What support memory holds

Support memory keeps two kinds of entry:

• Facts. One self-contained sentence about one subject, such as "Jane at Contoso signs in with a hardware key". A fact has a type (user, client, technical, location, process or preference), a confidence, the ticket it came from and the period in which it was true.
• Resolutions. A problem, the steps that fixed it and the outcome, taken from a ticket that was solved.

QuantumOps extracts them from a ticket after the ticket has been analysed and when it closes. It keeps what is worth remembering beyond that ticket and leaves out passing status chatter. Over time the entries are consolidated:

• When another ticket confirms a fact, its confidence rises.
• For facts that can have only one value at a time, such as a location, a process or a preference, a newer fact that contradicts an older one marks the older one superseded. Other kinds of fact accumulate, so two technical facts can stand side by side until an Administrator rates or forgets one.
• An overnight clean-up merges duplicates and retires the entries of clients, users and agents that QuantumOps no longer holds a record of.

None of these steps erases anything. A retired entry stays as history and is no longer used.

Where support memory shows up

AI clients that you connect over MCP can also search support memory. See External AI clients.

Turn support memory off for one conversation

Use this when you want an answer that ignores what QuantumOps remembers, for example to see whether an old fact is misleading Qubit.

Clear Support memory in the tools button (All sources), in the bar at the top of the chat. The steps are in What Qubit can use: tools and sources.

Qubit stops using support memory for the next answers in that conversation, and the choice is saved with the conversation. If the Support memory row is greyed out, support memory is not enabled for your organisation; see Why a source is greyed out.

Let Qubit save or forget a fact

You can ask Qubit to remember something, for example that a client moved to a new phone system. By default Qubit asks for your approval before it saves a fact, as it does for any change it makes. See Approving Qubit's actions.

Forgetting is stricter. Only Administrators can ask Qubit to forget a fact or a resolution, and it always asks for approval first. A forgotten entry stops being used and stays as history.

By default, unattended work done as a person, such as the research that runs on a ticket, can read support memory but cannot save or forget anything. An Agent Runner can save a fact once an Administrator approves the step in the browser extension's Approvals tab, or when an Allow rule exists. Forgetting is denied for runners by default. See Tool Governance.

Rate a memory

Each memory in Live Context has three small buttons that tell QuantumOps how good it is:

• Useful (thumbs up) raises its confidence, so Qubit and the dashboards rank it higher.
• Not useful (thumbs down) lowers its confidence.
• Outdated lowers its confidence and retires the fact. It is no longer used, and it is kept as history.

The buttons appear on dashboards that were opened through your organisation's HaloPSA tab set-up with its tab key; see Adding QuantumOps tabs to HaloPSA. On a dashboard opened another way the memories are listed without them. A memory you rate Outdated is retired for everyone, so use that button only when you are sure.

Correct or remove memory as an Administrator

Administrators can search support memory, forget a single fact and permanently remove everything held about a person or a client on The Memory Graph screen. Use the removal when someone asks to be forgotten.

The retired Semantic Memory Hub

Earlier versions had a Semantic Memory Hub at /semantic-memory-hub for inspecting and tidying a store of memories. Support memory replaced it. It is no longer in the sidebar, and its tools are no longer maintained, so this guide does not describe them.

The address still opens for Administrators. While an older optimisation job runs, a progress bar in the header reads "Optimizing semantic memories", and its Details button leads to the hub. To inspect or correct support memory, use The Memory Graph screen.

Ask TechPulse to enable support memory

Support memory is switched on per organisation by TechPulse. Write to support@techpulsecloud.com and ask for support memory to be enabled for your organisation.

Related pages

• The Memory Graph screen: search, correct and remove what support memory holds.
• What Qubit can use: tools and sources: the sources list in chat.
• Sherlock research and live context: how research and Live Context use memory.
• The Client Dashboard: the Memory Graph card for a client.
• Client, User and Agent tabs: memory in the browser extension.
• Connecting external AI clients over MCP: searching support memory from another AI client.
• Qubit in Slack and Teams: asking Qubit from a channel.
• QBR settings: CSAT sources, metrics and AI: where QBR Studio reads support memory as evidence.
• Tool Governance: the rules for saving and forgetting facts from unattended work.