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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 **).

We would need to Align with something from the ticket that would allow us to create a draft automatically

  • Product Categories: GItLab Runner Core, GItLab Hosted Runners (?)
  • Form: “Self-managed”
  • ?

Note: We currently have the capability to use "ZenDuo" for Global articles however, we dont believe this to be used often.

With AI (ZenDuo) First Phase we can look at a Hybrid approach

Content extraction: AI identifies the key Problem by title/Notes, steps, and relevant details from tickets Quality improvement: AI can rewrite ticket language into clear, customer-friendly knowledge (Summary) Time savings: Converts a 30-minute writing task into a 5-minute review task (Technical Reviewers will still be engaged to review articles.

WORKFLOW

  • Support Ticket is Resolved
  • Draft is created from resolved ticket automatically
    a. DRAFT article is automatically added to manage articles list as "in Progress"
   ** OR**
    b. Support Engineer clicks button that says. "Yes, I want to create a draft" (and draft is created)
  • Technical Reviewer/Knowledge Champions/Knowledge Team reviews the articles to make sure we have no redundancy (No duplicate articles as part of the article review process) .
  • Article is reviewed/Published if viable.

## 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