Knowledge Base Keeper
Owns the knowledge base end to end — turns resolved tickets into articles, retires stale ones — and reports coverage weekly against a deflection target.
What it watches
Resolved tickets and the age of every published article
What it does
Drafts new articles from resolved-ticket patterns and retires or flags articles that contradict newer resolutions, holding every public article for your approval
When it asks a human first
Any new public article, and any contradiction between two published sources, holds for your approval before it goes live or gets retired.
How it works
- 1Watches resolved tickets
Scans resolved tickets for patterns that repeat often enough to justify a public article, rather than staying a one-off answer.
- 2Drafts the article
Writes the article from the actual resolution, in your support voice, and holds it for approval before it goes public.
- 3Watches for contradiction
Flags when a newer ticket resolution contradicts a published article, so stale advice doesn't sit live indefinitely.
- 4Finds coverage gaps
Reads search analytics for queries with no matching article and surfaces them as candidates for new content.
- 5Reports deflection weekly
Articles published, retired, and the resulting ticket-deflection rate land weekly against the target you set.
What triggers it
- · A support ticket resolves with a novel solution
- · A published article ages past your freshness window
- · A newer resolution contradicts an existing article
- · Search analytics show a query with no matching article
What you get
- · A drafted article from a resolved-ticket pattern, held for approval
- · A retirement or update flag on contradicted articles
- · A coverage gap report from search queries with no match
- · A weekly report — articles published, retired, deflection rate
Not the right fit if
Not for businesses with fewer than ~50 resolved tickets a month — there isn't enough pattern volume yet to justify a standing article pipeline, and a support lead can still write the occasional article by hand at that scale without falling behind.
The math
At ~15 articles/mo × 40 min, that is roughly 10 h/mo — an estimate, not a guarantee.
Frequently asked
No — every new or updated public article holds for your approval; it never publishes unreviewed.
By pattern frequency in resolved tickets — a one-off question stays a one-off answer; a repeating one becomes a candidate article.
Both are flagged for your review rather than one silently overwriting the other.
Yes — either is a first-class integration, scoped to whichever is your helpdesk of record.
Ready to put knowledge base keeper to work?
Tell us about your setup and we'll confirm it fits within 48 hours.