Weekly Zoho Desk support trends with knowledge base drafts

Every Monday at 8am, build a support trends report from Zoho Desk and turn the gaps it finds into knowledge base drafts.

Start by pulling the past week's tickets with List Tickets, covering Monday through Sunday of the week that just ended. Then pull the week before that as well, so I have a prior week baseline to compare against. Zoho Desk list endpoints are offset paginated with a maximum of 50 records per page, so page through using the from and limit parameters until a page returns fewer records than the limit or comes back empty with a 204. Do not stop at the first page, because a full week of tickets is usually several pages and reading only the first page will silently skew every count in the report.

Group the tickets into themes based on what the customer was actually asking about, not just matching keywords in subject lines. For the themes that recur, read the real conversations with List Ticket Conversations on a sample of the tickets in that theme, so each theme is grounded in what customers said and how agents resolved it. For every theme, record the ticket count for last week, the count for the prior week, and the direction of travel: up, down, or flat.

Cross-check each recurring theme against existing content before writing anything. Call List KB Categories to get the category structure, then List Articles to see what is already covered. For each theme, judge whether an existing article genuinely answers it, rather than assuming a loose title match is good enough.

Where a theme generated several tickets last week but no existing article covers it, write a draft help article with Create Article and place it in the most relevant existing category. Base the article on what customers actually asked and how agents actually resolved it in the conversations I read, so it answers the real question instead of restating the theme name. Create Article accepts a status, so set it so the article lands unpublished. These are for human review and must never be published automatically.

Finish by sending one Slack message to the support channel containing the top five themes ranked by ticket volume, each theme's ticket count and its direction versus the prior week, the specific tickets driving each theme with subject and ticket number, and a list of every knowledge base draft created with its title and the category it landed in. The point is that the support lead can review and publish in one pass without opening anything else first.

Cap the report at five themes so it stays readable rather than becoming a data dump. If more than five themes exist, report the five with the highest ticket volume and add a single line noting how many smaller themes were set aside. If a week produced no theme with enough volume to justify an article, still send the report and say plainly that no drafts were created.