# Turn repeat Freshdesk tickets into knowledge base drafts

> Every Monday, find the questions your team answers over and over and get draft help articles written for the gaps your help center is missing.

- Workflow type: agent
- Services: Freshdesk, Slack Bot
- Categories: Customer Support, Operations
- Published: 2026-08-14

## What it does

- Reviews every ticket your team resolved in the last 30 days, reading the actual agent replies instead of working from subject lines
- Groups them into the themes that keep coming back and counts how many tickets sit behind each one
- Checks what your help center already covers, so only genuine gaps get written up
- Writes the top three uncovered themes as help articles in plain customer language, always left as drafts for a human to review and publish
- Sends your support lead one Slack summary listing each draft with its ticket count and a link, plus the themes it skipped as already covered

## What you'll need

- A Freshdesk account with a knowledge base, using a login that can create solution articles
- A Slack workspace, plus the person or channel that should get the weekly summary
- At least a month of resolved tickets, so there is enough history for repeat questions to show up

## Prompt

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.

## How to customize

- Change the day and time it runs, or move it to a fortnightly or monthly cadence
- Adjust how many articles get drafted each run and how many tickets a theme needs before it qualifies
- Send the summary to a support channel instead of one person, or narrow the review to a single product area or ticket group

## FAQ

### Will this publish articles to my customers automatically?

No. Every article is created as a draft inside Freshdesk. Nothing is visible to customers until someone on your team reviews it and publishes it.

### How does it know what my help center already covers?

Before writing anything it reads through your existing help center categories and articles. Any theme that is already documented gets skipped, and the weekly summary tells you which ones and why, so you can double check its judgement.

### What if a question only came up once or twice?

A theme needs at least five resolved tickets behind it before it gets written up, so you are not producing articles for one-off issues. You can raise or lower that threshold.

### Does it read the whole ticket or just the subject line?

It reads the full conversation, including agent replies and internal notes, so the draft reflects how the problem was actually solved rather than how the customer first described it.

### Why is this worth running every week?

Repeat questions are the cheapest tickets to remove. Every question a customer answers themselves in your help center is a ticket your team never has to touch, and this keeps finding the next few worth documenting.

Use this prompt in General Input: https://www.generalinput.com/prompts/turn-repeat-freshdesk-tickets-into-knowledge-base-drafts