Auto-Suggest Knowledge Base Articles to Customers
Answer with the guide that already exists, before an agent picks the ticket up.
Nora reads incoming ticket content, matches it to relevant knowledge base articles, and suggests them to customers before they wait for agent response.
When a customer submits a support ticket, Nora parses the question and searches your Zendesk knowledge base for relevant articles. If it finds a strong match (>80% confidence), it instantly responds with a link: "We have a guide that might help: [Article]. Still have questions? We'll get to you in X hours." Customers whose question the docs already answer get the answer immediately, instead of queuing behind tickets that need a person. Tickets without a strong match still go to agents, but with the candidate articles attached. The tickets that reach agents are the ones that genuinely needed a person.
Runs real-time as tickets arrive using Zendesk, run by your Customer Support.
How it works
- Monitor Zendesk for new incoming tickets
- Extract key phrases and questions from ticket body
- Search knowledge base for relevant articles using semantic matching
- Rank articles by relevance and quality score
- If top match is >80% relevant, send customer a direct link with auto-response
- For lower-confidence matches, add suggested articles to internal agent notes
Frequently asked questions
What does "Auto-Suggest Knowledge Base Articles to Customers" do?
Nora reads incoming ticket content, matches it to relevant knowledge base articles, and suggests them to customers before they wait for agent response.
How long does setup take?
Under 5 minutes. Connect your tools and Nora handles the rest.
Which tools does this use?
Uses Zendesk, run by your Customer Support.
How much time does this save?
Saves approximately 5 hours/week, running real-time as tickets arrive.
Connects to
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