FAQs: Generate KB Articles from Ticket Conversation | Zoho Desk

FAQs: Intelligent Document Processing (IDP): Generate KB Articles from Ticket Conversation

Overview

What does Knowledge Base Generation?



Is Knowledge Base Generation the same as summarizing a ticket?


Does the feature create an article from every ticket automatically?

 Configuration and availability

Who can configure the Generative AI capabilities that include Knowledge Base Generation?
Which service is used to generate Knowledge Base articles from ticket conversations?



Where can the organization enable Generative AI services?

Source selection and content quality

Which ticket conversations make good source material for a Knowledge Base article?



Should a generated article be published without review?



Can private comments be safely reused in an article?
How can teams avoid creating duplicate or low-value articles?

 Managing Privacy

What privacy precautions should be applied to ticket-derived articles?



Does marking a field as PII or PHI guarantee that sensitive text in ticket conversations is protected?



What is a practical approval workflow for generated KB content?


 Capabilities

How does generated KB content support Reply Assistance?



What happens when no relevant Knowledge Base article exists for a customer inquiry?



Which details are not specified in the available IDP documentation?