Note: You need the Manage Knowledge Base Sections and Articles permission.
AI Knowledge looks at your closed tickets and suggests draft articles for topics your knowledge base is missing. This guide shows you how to review those suggestions.
How suggestions are made
AI Knowledge regularly reviews tickets that have recently been closed. From up to 25 of them, it suggests resolutions that could be reused as knowledge base articles.
You can also create a suggestion from a closed ticket yourself:
- Open the closed ticket.
- At the bottom-right of the page, in the same row as the Reply and Private Note options, select Generate KB.
- A Ticket to KB Status section opens, like the one for Show Ticket Summary. It tells you that KB generation was started by the agent who selected the button, and the name of the article to look for under AI Suggestions.
- Open AI Suggestions to review the draft. See the steps below.
If the ticket doesn't have enough context, or has nothing actionable, the draft says so. The person who manages your knowledge base can then discard the draft or add more details.
Open the AI suggestions
- Select Knowledge Base in the left navigation bar.
- In the panel on the left, find the AI KNOWLEDGE heading and select AI Suggestions.
You can also select the AI Suggestions tab in the row of tabs at the top of the page, after External Articles, Internal Articles, Contact Group Articles, and Drafts.
The list shows one row for each suggestion, with these columns:
- Title — the title of the suggested article.
- Recommended on — the date the suggestion was made.
- Similar Articles — a number shown for each suggestion.
- Related Ticket — the ticket that the suggestion is based on.
Read a suggested draft
- Select a suggestion's title in the list.
- A panel titled AI Suggested Draft opens from the right side of the page. It shows the full suggested article, with its title and headings.
- Read the draft. The panel reminds you: "AI generated content may not always be accurate. Please review before use."
At the bottom of the panel there are three buttons:
- Add To Drafts — add the suggestion to the Drafts section of your knowledge base. From there, you can edit it and publish it.
- Ignore — remove the suggestion. It is gone and doesn't come back.
- Cancel — close the panel without doing anything.
Good to know
- Always check a suggested draft against what's really true for your product before you publish it. It is written by AI from your tickets.