Past Tickets AI Knowledge Base reads your solved Zendesk tickets and turns them into structured AI Solutions. It helps teams build and maintain a Knowledge Base based on real support conversations, not guesses.

AI Solutions are structured question-and-answer knowledge blocks created from similar solved tickets. Each AI Solution represents a recurring issue and its best resolution, backed by real ticket history.

No. The app complements your Help Center. It helps you identify what knowledge already exists, what’s missing, and what needs improvement — and lets admins publish approved content directly to Zendesk.

No. Nothing is auto-published. All AI Solutions remain internal until an admin reviews and explicitly publishes them to the Zendesk Help Center.

Past Tickets AI compares AI Solutions against your existing Help Center articles and flags missing articles, partial coverage, or outdated information — along with confidence scores to guide decisions.

The app is designed for admins and knowledge managers. Admins control ingestion, review AI Solutions, and decide what becomes customer-facing documentation.

Yes. Past Tickets AI Knowledge Base works with all Zendesk Support plans that allow access to solved ticket data and Help Center publishing.

Absolutely. The app is especially useful for teams handling repeat, complex, or technical issues that need accurate and scalable documentation.

Yes. Admins control which solved tickets are ingested and used to generate AI Solutions.