[Intum Help](https://intum.com/help.md) / [Knowledge Base](https://intum.com/help/knowledge-base.md)

# [Populating the Knowledge Base from Helpdesk Tickets](https://intum.com/help/knowledge-base/populating-the-knowledge-base-from-helpdesk-tickets.md)

## Where Do Knowledge Base Entries Come From?

One source can be resolved helpdesk tickets. Instead of writing articles from scratch, you review closed tickets and create KB entries from them with a single click.

## How It Works

In the Desk helpdesk settings, there is an option "Ticket analysis for knowledge base" (KB Analysis tab). When enabled:

- Every resolved ticket gets a "To analyze" status
- A counter of tickets awaiting review appears in the Helpdesk sidebar
- The operator goes to the ticket and decides: add to KB, skip, or mark as duplicate

When clicking "Add to knowledge base," the system opens a new entry form with automatically filled data — title from the ticket, content split into "Problem" and "Solution" sections (from comments).

## Settings in Desk

In the "KB Analysis" tab on the Desk form:

- Default knowledge base and category — new entries will go there automatically
- Note required when skipping — forces describing the reason
- New entries as drafts — requires separate publication
- Remove personal data — automatically deletes emails, phone numbers, tax IDs, personal IDs, bank account numbers from the content (and title) of the created entry

## What This Gives the Knowledge Base

Tickets are real user problems. By adding them to KB:

- The knowledge base grows from daily support work
- Entries describe actual problems, not hypothetical ones
- Fewer repetitive tickets — the answer is in the KB

## KB Analysis Dashboard

On the Desk page in the KB Analysis tab, there's a dashboard with statistics — how many tickets resolved, how many analyzed, how many added to KB. Progress bar, links to filtered lists, recently added entries. You can also mark old resolved tickets as "To analyze" with one click.

## Connection with AI

If the knowledge base is connected as a source to the helpdesk AI vector database, new entries immediately enrich the AI context. The assistant answers more questions because it knows solutions from previous tickets.

The system notifies you on the Desk page when the target knowledge base is not connected to AI — so you don't miss this step.

For this to work:
1. In the Desk settings, set the target knowledge base
2. The same base must be a source in the vector database connected to the Desk AI
3. Enable auto-indexing on that source

Details: [Ticket Analysis for Knowledge Base](../helpdesk/analiza-ticketow-do-bazy-wiedzy).