Turn repeat Freshdesk tickets into knowledge base drafts

Every Monday at 7am, review the Freshdesk tickets my team resolved over the last 30 days and turn the questions that keep coming back into knowledge base drafts.

Start by pulling the resolved tickets from that 30 day window using the Freshdesk "Filter Tickets" operation, falling back to "List Tickets" if that is a better fit for how my account is set up. Keep the status filter and the date window tight, because Freshdesk search results are capped at 30 per page and 300 total, and I would rather have a clean recent sample than hit the ceiling.

For each ticket, run "List Ticket Conversations" to read the replies and internal notes. I want the grouping based on how agents actually solved the problem, not on the subject line, because customers describe the same issue in a dozen different ways.

Next, group those tickets into recurring themes and count how many tickets sit behind each theme. Then check what is already documented: call "List Solution Categories" to map out my knowledge base and the folders inside it, and "List Articles in Folder" on the folders that could plausibly already cover each theme. If an existing article genuinely answers the question, that theme is covered and should not be written up again.

Take the top 3 uncovered themes that have at least 5 tickets behind them. For each one, use "Create Article" to write a solution article in the most relevant existing folder. Always create the article as a draft, never published, so a human reviews it before customers ever see it. Write in plain customer-facing language with no internal jargon, no agent names, and no details lifted from a specific customer's ticket. The body should walk through the steps the agents repeated across those tickets, in the order they were done, and finish with what to do if those steps do not resolve it. If fewer than 3 themes clear the 5 ticket bar, only draft the ones that do.

Finally, post one summary to my support lead with the Slack Bot "Send a Message" operation. List each drafted article with its title, the number of tickets behind it, and a link to the draft in Freshdesk. Then list the themes that were skipped because the knowledge base already covered them, naming the existing article in each case, so the support lead can sanity check that call. Keep it short enough to read in the Slack sidebar.