What it does
Converts resolved support tickets into knowledge base drafts with steps, screenshots, and troubleshooting tips.
Why I recommend it
Support teams answer the same questions repeatedly. Automation builds self-serve content without extra effort.
Expected benefits
- Higher ticket deflection
- Consistent knowledge base updates
- Captured tribal knowledge
- Faster onboarding of new agents
How it works
Ticket marked solved -> pull transcript, attachments, tags -> Claude drafts article with headings, steps, and related content -> send to docs team for quick review before publishing.
Quick start
Select a recent ticket, paste content into AI manually, and compare the draft article to your style guide.
Level-up version
Auto-translate, insert GIFs, update FAQ schema, and track which articles reduce ticket volume.
Tools you can use
Support: Zendesk, Intercom, Help Scout
Docs: Notion, Help Center, Zendesk Guide
AI: Claude
Automation: Zapier, Workato
Also works with
Internal IT knowledge bases, developer docs.
Technical implementation solution
- No-code: Zendesk trigger -> Zapier -> Claude -> create article draft in Guide.
- API-based: Webhook -> serverless function -> AI -> Git-based docs repo PR.
Where it gets tricky
Ensuring sensitive customer data is redacted, maintaining tone guidelines, and avoiding duplicate articles.
