What It’s About
Resolved tickets can automatically go into analysis — an operator reviews them and decides whether to add them to the knowledge base. Knowledge from resolved tickets isn’t lost, and the knowledge base grows from daily support work.
If the Desk has an AI assistant connected, entries added to KB immediately enrich the AI context — it answers more questions. Requirement: the target knowledge base must be a source in the vector database connected to this Desk’s AI.
How to Enable
- Go to Helpdesk, select Desk, Edit
- Open the KB Analysis tab
- Check Ticket analysis for knowledge base
- Select the default knowledge base and category — entries will go there automatically
- Optionally check additional options (below)
Additional Settings
- Note required when skipping — the operator must provide a reason when a ticket doesn’t go to KB
- New entries as drafts — entries from tickets get draft status, require separate publication
- Remove personal data from content — automatically deletes emails, phone numbers, tax IDs, personal IDs, bank account and card numbers from entry content
How It Works
After enabling, every ticket that changes status to Resolved automatically gets “To analyze” status.
Sidebar
A KB Analysis item with a counter of tickets awaiting review appears in the Helpdesk sidebar.
Actions on a Ticket
On the ticket view with “To analyze” status, three buttons appear:
- Add to knowledge base — a new KB entry form filled with ticket data (title, content as “Problem,” comments as “Solution”). After saving, the ticket gets “Added to KB” status with a link
- Skip — if no note is required, the ticket immediately gets “Skipped” status. If required — a note field appears
- Already exists — a field for the ID or URL of an existing KB entry appears. The system recognizes both plain IDs and URLs (admin and public)
Analysis Statuses
| Status | Meaning |
|---|---|
| To analyze | ticket awaiting review |
| Added to KB | KB entry created from this ticket (link) |
| Skipped | didn’t go to KB (with optional note) |
| Already in KB | problem described in another entry (link) |
KB Analysis Dashboard
On the Desk page in the KB Analysis tab, there’s a link to a dashboard with statistics: how many tickets resolved, how many analyzed, how many added to KB, skipped, duplicates. A progress bar shows analysis progress. List of recently added to KB with links.
You can also mark all old resolved tickets (without status) as “To analyze” with one click.
Personal Data Redaction
When the “Remove personal data” option is enabled, when creating a KB entry from a ticket the system automatically:
- Deletes specific client data from that ticket (name, email, phone)
- Deletes general patterns: emails, phone numbers, tax IDs, personal IDs, bank account numbers, card numbers
- Replaces with placeholders: [email], [phone], [tax_id], [personal_id], [bank_account], [card_number]
The operator can restore data in editing if something was removed unnecessarily. Redaction covers both the title and content.
Connection with AI
When the target knowledge base is a source in the AI vector database:
- The entry goes to KB
- Auto-indexing adds the entry to the vector database
- AI immediately knows the new solution
The system notifies you on the Desk page when the knowledge base is not connected to AI — so you don’t miss this step.
Creating a KB Entry from a Ticket
The form is automatically filled with:
- Title from the ticket (with optional data redaction)
- Content split into “Problem” and “Solution” sections
- Default knowledge base and category from Desk settings
- Draft status (if enabled in settings)
After saving the entry, the ticket automatically changes status to “Added to KB” with a link to the entry. The KB entry shows a badge “Created from ticket #ID” with a link.