# Weekly Zoho Desk support trends with knowledge base drafts > Every Monday at 8am, see the five themes behind last week's tickets, whether each one is growing, and get draft help articles written for the gaps. - Workflow type: agent - Services: Zoho Desk, Slack Bot - Categories: Customer Support, Operations - Published: 2026-08-10 ## What it does - Reads every support ticket from the past week and groups them into the five themes that actually drove your volume, with a ticket count for each one. - Compares each theme against the week before, so you can see what is getting worse and what your team has already fixed. - Checks your existing help center first: when a theme caused several tickets and nothing covers it, it writes a draft help article to close the gap. - Posts one Monday morning summary to Slack with the themes, the tickets behind them, and every draft sitting ready for review. ## What you'll need - A Zoho Desk account with tickets and a knowledge base your team publishes to. - A Slack workspace and a channel where your support lead reads updates. - Permission for the connection to read tickets and add knowledge base articles. Articles are created unpublished, so nothing reaches customers until a person approves it. ## Prompt 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. ## How to customize - Change the day and time. Monday at 8am suits a weekly review, though some teams prefer Friday afternoon while the week is fresh. - Raise or lower the five theme cap, or change how many tickets a theme needs before it earns a draft article. - Point it at a single department or product queue instead of your whole helpdesk, and choose which Slack channel gets the report. ## FAQ ### Will the draft articles be published to customers automatically? No. Every article is created unpublished as a draft inside your Zoho Desk knowledge base. Your team reviews and edits it, and nothing reaches customers until a person publishes it. ### What if a theme already has a help article? It gets skipped for drafting. The workflow reads your existing categories and articles before writing anything, so it only drafts when there is a genuine gap. The theme still appears in the Monday report so you can see the volume. ### How does it know whether a problem is getting worse? It also pulls the previous week's tickets and compares counts, so each theme in the report shows whether it went up, down, or stayed flat versus the week before. ### Why only five themes? So the report actually gets read. Five is enough to spot what matters on a Monday morning without turning the message into a wall of data. You can raise the cap if your team wants more depth. ### What happens in a quiet week with very few tickets? You still get the report. If nothing recurred often enough to justify a new article, it says so plainly instead of inventing drafts to fill space. Use this prompt in General Input: https://www.generalinput.com/prompts/weekly-zoho-desk-support-trends-with-knowledge-base-drafts