The Generate KB Article feature in Desk365’s AI Actions enables support agents to convert ticket details into knowledge base articles effortlessly. This helps in documenting common issues and their solutions, reducing repetitive ticket handling and improving knowledge sharing within the team.
With this feature, agents can:
- Automatically draft knowledge base articles from ticket resolutions.
- Edit and refine the content before publishing.
- Organize articles into relevant categories for easy reference.
This guide walks you through enabling and using the Generate KB Article feature step by step.
Enabling Generate KB Article feature in Desk365
To use the Generate KB Article feature, ensure the AI Action is enabled for your Desk365 agent portal.
- Navigate to Settings > Productivity > AI.
- Under the Advanced AI section, locate AI Actions.
- Enable the Generate KB Article from ticket option
Once enabled, the Generate KB Article option will be available within the ticket details.
How to use Generate KB Article
Follow these steps to generate a knowledge base article from a ticket:
- Open a ticket that contains a resolved issue or useful information.
- Click on AI Actions within the ticket details.
- Select Generate KB Article.
- AI will automatically draft an article using the ticket details.
5. Agents can then:
- Edit the article to refine content and formatting.
- Regenerate a different version if needed.
6. Once satisfied with the content, click Create Article.
7. Choose the appropriate category and folder to store the article.
8. Click Publish to add the article to the knowledge base.
Benefits of using Generate KB Article
- Saves time – Automates documentation, reducing manual effort.
- Improves knowledge sharing – Ensures agents have access to solutions for recurring issues.
- Enhances ticket resolution – Customers and agents can refer to existing articles, minimizing repetitive queries.
By leveraging AI to create knowledge base articles, Desk365 enhances operational efficiency, making support teams more productive and informed.
