🎫Training on historic tickets

Don't already have help docs/a help center? No problem, we can help you generate one automatically from your historic tickets.

There are lots of reasons you may want to train on your past/historic tickets:

• You have been too busy to keep your docs up-to-date

• Your product has grown so fast that you never got a chance to create your docs in the first place

Whatever the reason, we can help.

Now all you need to do is connect your helpdesk, and we'll train on 5,000+ of your historic tickets.

We'll then provide you with a set of output help center articles to use in your AI agent or publish to your help center.

Which helpdesks can you generate articles from?

Our historic ticket training is available for all of our major helpdesk integrations:

• Intercom

• Zendesk

• Freshdesk / Freshchat

• Gorgias

• HubSpot

How do you get access to my historic tickets?

To access your historic tickets we have a direct API integration with the respective helpdesks.

You will then provide approved access so we can connect and extract the necessary tickets.

How do I set up the training on historic tickets and how long does it take?

When you sign up for a My AskAI account you will be asked if you want to train on your historic tickets.

If you select "Yes" then the training will begin as soon as you connect your helpdesk.

From connection, you can expect to see self-learning articles generated within 6 hours.

If you didn't select to train on historic tickets when you onboarding, you can start historic ticket training up to 1 week after signing up by going to Knowledge and toggling on 'Train on historic tickets'.

If you signed up more than a week ago, contact us via chat and we will trigger the historic ticket training for you.

How many help articles will be generated?

We will generate around 20 detailed, grouped help articles (you can think of them as category pages), that will have multiple relevant bits of knowledge in each page.

Where will the articles that are generated from historic tickets be put?

The articles generated from your historic tickets will be visible in the Self-learning section of your dashboard (Improve > Self-learning).

From there you can make any edits, updates or copy the content to a help center.

Can I edit the AI articles once they have been generated?

Yes, you can edit the AI articles once they have been generated, whether in the output provided directly in the Self-learning section of your dashboard or by editing the markdown before entering it into your help center.

Can I train on specific tickets?

By default, the AI articles will be generated on all historic tickets.

If this is an issue or you need to train only on a subset, get in touch with us via live chat and ask to speak to a person.