Shadow AI Puts MSP Client Data Boundaries to the Test

A support ticket can contain a user’s name, a screenshot of an application, a configuration export, or notes from an incident. Copying the ticket into an AI assistant to get a quick summary may feel like routine support work. It also sends the client’s information to another service. The person who opened the ticket may have no idea that service is involved.Malwarebytes’ October 1 article on shadow AI uses an employee summarizing a long email thread to show how an ordinary shortcut can expose company information. I covered the broader problem of unapproved tools, data rules, and visibility in my June shadow AI article. The MSP version deserves a closer look because the person taking the shortcut may work for a provider while the information belongs to a client.The ticket is where the boundary can disappearConsider a hypothetical help desk request about an employee who cannot sign in. The ticket includes a screenshot, an email address, the application’s name, and an error log. A…