Continuous Help Center Content Pipeline

What does this mean?

Reduces repeat questions and improves customer satisfaction by turning real resolutions into searchable, consistent self-serve content—keeping the Help Center fresh without manual rewrites.

How it works?

Converts resolved tickets and rough notes into polished, on-brand help articles by extracting the key problem, steps, and answers from past conversations and documentation to fill knowledge gaps and enable fast reuse.

Workflow Steps

Step 1: Trigger on resolved ticket

The Workflow activates when a support ticket is marked as resolved in Zendesk, signaling that a customer issue has been successfully addressed.

Step 2: Extract the core problem and resolution

Cassidy analyzes the ticket conversation, notes, and any attached documentation to identify the key issue, the steps taken to resolve it, and the final solution.

Step 3: Search for existing Help Center content

The Workflow checks your Knowledge Base to see if a related article already exists, flagging gaps where new content is needed or identifying articles that could be updated.

Step 4: Draft a polished help article

Cassidy transforms the raw resolution into a clear, on-brand help article—complete with problem statement, step-by-step instructions, and any relevant tips.

Step 5: Route for human review

The draft article is sent to a team member via Slack for approval, edits, or rejection—keeping a human in the loop before anything goes live.

Step 6: Publish and log

Once approved, the Workflow publishes the article directly to your Help Center and logs the update, keeping your self-serve content fresh and your team informed.