We’re looking to set up an automation within Zoho Desk that can analyze incoming emails or tickets and automatically respond with relevant knowledge base articles based on the content of the request. Could you please guide us on how to configure this feature?

Additionally, we’d like to explore whether Zoho Desk offers any AI-powered solutions that can leverage historical ticket conversations or an internal knowledge base—beyond manually created help center articles—to generate automated replies.

We’re aware of the feature that suggests articles from the help center, but we’re aiming for a more efficient and intelligent solution that can dynamically respond to tickets using AI trained on our existing ticket data or support history.

Any guidance or recommendations ?