RFH: Automated creation of DRAFT knowledge article from Resolved Support Ticket (PILOT)

Request for comments

Need

Create a knowledge article from a resolved support ticket based on specific Criteria (Pilot). Can we find a way to automate the creation of a knowledge article (Draft) from a Support Ticket that has been resolved.? This is a WORK-IN-PROGRESS looking for ideas, suggestions.

Possible Approaches:

To lessen the workload of a support engineer, we automate creating a knowledge article from a resolved support ticket (**based on specific criteria **).

Knowledge Builder uses generative AI to analyze Support ticket data from the last 90 days and automatically create draft help center articles that address common customer challenges. Zendesk help It creates articles in a Draft state with an "AI-generated" label so admins can review and edit them before publishing. Knowledge Builder: Analyzes 90 days of tickets → Generates draft articles automatically → Team reviews and publishes https://support.zendesk.com/hc/en-us/articles/9409324793498-Building-a-help-center-using-ticket-data-and-generative-AI-Knowledge-Builder-EAP

Note: _We currently have the capability to use "ZenDuo" for Global articles (NOT Automated solution)

## Benefit

Benefit of automating a DRAFT knowledge article from RESOLVED ticket: Takes the burden off the Support Engineer, uses AI to create draft. KM Team can do a first pass of the article drafts, assign Technical Reviewers

  • Support engineers are reluctant to create articles. This takes the burden off them/ removes the ownership
  • Higher ticket volumes means we should have more articles to help deflect. AI can help make sure we don't have duplicate articles, redundancy.
  • We can see more articles, better consistency
  • Competition / Alternatives
  • have support engineers create drafts (this will still be possible!).
  • Use ZenDuo and rely on the Support Engineer to use ZenDuo as a first pass and then continue
  • Potentials
  • Automated Article Creating - Using AI (ZenDuo) to create knowledge articles from ZenDesk Support tickets

Competition / Alternatives

NA

Edited by Kirsty Allen