Generate Article from Ticket Conversation with Zia- Online Help | Zoho Desk

Generate Article from Ticket Conversation with Zia

Every support ticket has a story that starts with "Hi, I need help" and ends (ideally) with a solution. However, the journey a ticket goes through to reach the end is often non-linear, as it can be difficult to get all the relevant information and provide the perfect solution in one go. Only after a series of conversations does the core problem surface.

For example, a customer raises a ticket stating "I'm unable to login." At first look, it seems like a forgotten password situation. On further investigation, it's discovered that the customer's system is missing a recent software update required for authentication. The real problem wasn’t with the login credentials at all, but with an outdated software version.

The back and forth conversation between the customer and agent in the form of questions, discussions, and suggestions is what adds depth and clarity, eventually leading to the solution. A ticket that records all these interactions holds highly valuable information that can be used by others to solve similar problems. However, as this information stays within the ticket, the extent to which it can be reused is limited. 
Info Permission Required
Users with permission to setup Zia can enable Article Generation. Users with permission to Tickets and Knowledge Base can publish the articles.
Check Feature Availability and Limits

Converting ticket to article 

Business can reuse information available in ticket conversations by converting selected conversations into an article, which is then published in the knowledge base, making the solution available for both agents and customers. 
By converting ticket conversations into articles, the agent can:
  1. Reuse valuable information
  2. Document real-time problems and solutions
  3. Reduce repeated queries on similar problems
Agents can select conversations (incoming threads, forwarded threads, agent replies, public comments, and private comments) and convert them to an article. The selected conversation is then sent to the generative AI service, which analyzes the conversation and creates a standard article from the information available. 
This AI-generated article is created as a draft in the knowledge base, with default view permission. The agent can further edit to refine the content if needed, add meta tags, and relevant SEO details to the article before  publishing. 
Info
Points to remember:
  1. Between one and ten conversations can be selected to generate an article.
  2. Agents can select conversations from incoming threads, forwarded threads, agent replies, and public and private comments to generate an article.
  3. No PII or customer details  specific to the issue discussed will be shared to the generative AI model or included in the article.
  4. Attachments in the ticket cannot be used to generate an article..
  5. Article generation will not be available if the ticket conversation is in a language that is not supported by Zia. Read more about Languages supported by Zia
  6. Article generation will also not take place if the default language set for the knowledge base is a language that is not supported by Zia.             

To enable converting ticket conversations into article:
  1. Navigate to Setup > Zia > Generative AI 
  2. Under Feature preference, toggle Article Generation. 


To convert ticket conversation into article:
  1. Navigate to the Tickets module and open the required ticket.
  2. Click Zia, then select Ticket to Article.
  3. Select the required conversations from the pop-up.
  4. Click Generate Article.


      Create. Review. Publish.

      Write, edit, collaborate on, and publish documents to different content management platforms.

      Get Started Now


        Access your files securely from anywhere

          Zoho CRM Training Programs

          Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

          Zoho CRM Training
            Redefine the way you work
            with Zoho Workplace

              Zoho DataPrep Personalized Demo

              If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

              Zoho CRM Training

                Create, share, and deliver

                beautiful slides from anywhere.

                Get Started Now


                  Zoho Sign now offers specialized one-on-one training for both administrators and developers.

                  BOOK A SESSION







                              Quick LinksWorkflow AutomationData Collection
                              Web FormsEnterpriseOnline Data Collection Tool
                              Embeddable FormsBankingBegin Data Collection
                              Interactive FormsWorkplaceData Collection App
                              CRM FormsCustomer ServiceAccessible Forms
                              Digital FormsMarketingForms for Small Business
                              HTML FormsEducationForms for Enterprise
                              Contact FormsE-commerceForms for any business
                              Lead Generation FormsHealthcareForms for Startups
                              Wordpress FormsCustomer onboardingForms for Small Business
                              No Code FormsConstructionRSVP tool for holidays
                              Free FormsTravelFeatures for Order Forms
                              Prefill FormsNon-Profit

                              Intake FormsLegal
                              Mobile App
                              Form DesignerHR
                              Mobile Forms
                              Card FormsFoodOffline Forms
                              Assign FormsPhotographyMobile Forms Features
                              Translate FormsReal EstateKiosk in Mobile Forms
                              Electronic Forms
                              Drag & drop form builder

                              Notification Emails for FormsAlternativesSecurity & Compliance
                              Holiday FormsGoogle Forms alternative GDPR
                              Form to PDFJotform alternativeHIPAA Forms
                              Email FormsFormstack alternativeEncrypted Forms

                              Wufoo alternativeSecure Forms

                              WCAG



                                        Create. Review. Publish.

                                        Write, edit, collaborate on, and publish documents to different content management platforms.

                                        Get Started Now







                                                          You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                              Manage your brands on social media


                                                                • Desk Community Learning Series


                                                                • Digest


                                                                • Functions


                                                                • Meetups


                                                                • Kbase


                                                                • Resources


                                                                • Glossary


                                                                • Desk Marketplace


                                                                • MVP Corner


                                                                • Word of the Day


                                                                • Ask the Experts


                                                                  Zoho Sheet Resources

                                                                   

                                                                      Zoho Forms Resources


                                                                        Secure your business
                                                                        communication with Zoho Mail


                                                                        Mail on the move with
                                                                        Zoho Mail mobile application

                                                                          Stay on top of your schedule
                                                                          at all times


                                                                          Carry your calendar with you
                                                                          Anytime, anywhere




                                                                                Zoho Sign Resources

                                                                                  Sign, Paperless!

                                                                                  Sign and send business documents on the go!

                                                                                  Get Started Now




                                                                                          Zoho TeamInbox Resources





                                                                                                    Zoho DataPrep Demo

                                                                                                    Get a personalized demo or POC

                                                                                                    REGISTER NOW


                                                                                                      Design. Discuss. Deliver.

                                                                                                      Create visually engaging stories with Zoho Show.

                                                                                                      Get Started Now









                                                                                                                            Wherever you are is as good as
                                                                                                                            your workplace

                                                                                                                              Resources

                                                                                                                              Videos

                                                                                                                              Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                              eBooks

                                                                                                                              Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                              Webinars

                                                                                                                              Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                              CRM Tips

                                                                                                                              Make the most of Zoho CRM with these useful tips.



                                                                                                                                Zoho Show Resources