Customer Success
Turn repeat support tickets into knowledge base articles automatically
Recurring support questions identified, missing knowledge base articles drafted in Notion, and outdated articles flagged every week from resolved Freshdesk tickets. ZeroTwo turns your best agent responses into self-service documentation so customers find answers before they open tickets.
What changes
KB article production
Written when someone has spare time (rarely)
Draft articles generated weekly from actual ticket resolutions
Time to identify gaps
Months. Gaps are felt, not measured
Flagged weekly with ticket volume and impact data
Ticket deflection
Unmeasured. KB coverage grows slowly or not at all
Quantified per topic with estimated tickets preventable
Article freshness
Outdated articles discovered by frustrated customers
Stale articles flagged when agent answers diverge from published content
Your support team is answering the same question for the 50th time
A customer asks 'how do I export my data?' An agent writes a thoughtful, detailed response, resolves the ticket, and moves on. Next week, a different customer asks the same thing. The next agent writes a slightly different version of the same answer. And again. And again. Everyone on the team knows a knowledge base article would prevent this, but writing documentation always loses to answering the next ticket in the queue. The backlog never shrinks, and the KB never grows.
The other side of the problem is articles that exist but are wrong. The product shipped a new export flow three months ago, but the KB article still describes the old one. Agents know the article is outdated and work around it, writing the correct steps from scratch every time. Customers who find the article on their own follow the wrong instructions, get confused, and open tickets, creating more work, not less. The documentation that was supposed to reduce volume is actively generating it.
How ZeroTwo finds knowledge gaps and drafts articles
Reads all resolved tickets from the past week
FreshdeskZeroTwo ingested 214 resolved tickets: questions, agent responses, resolution steps, tags, and customer segments.
Clusters tickets by topic and identifies missing KB coverage
GoogleZeroTwo found 5 recurring topics with 8+ tickets each and no corresponding article: data export formatting, SSO setup for Okta, API rate limits, team permissions, and billing plan changes. 47 tickets this week alone.
Drafts the missing articles using the best agent responses as source
Notion5 draft articles created with step-by-step instructions, common edge cases from ticket history, and links to related tickets for context.
Cross-references existing articles against how agents actually resolved tickets
GoogleZeroTwo flagged 3 outdated articles: the data export article references a deprecated UI, the integrations article is missing the new Slack connector, and the pricing page links to an old plan structure.
Delivers the weekly gap analysis to the support ops channel
Slack5 new articles drafted with Notion links, 3 outdated articles flagged with specific discrepancies, and an estimate that 47 tickets could have been deflected.
Get started in under 10 minutes
Connect your tools
One-click OAuth for each integration. No API keys, no engineering.
Describe what you need
“Read last week's resolved Freshdesk tickets, find any question that came up 5+ times without a matching KB article, and draft the missing articles in Notion using the best agent response as the starting point.”
It runs on schedule
Every Monday, the gap analysis and draft articles land in your support ops channel.
Frequently asked questions
Yes. The same workflow connects to Zendesk, Intercom, or any ticketing system with an API. Freshdesk is shown here as the example, but ZeroTwo reads tickets from whichever platform your support team uses.
Yes. ZeroTwo learns your documentation style from existing KB articles, including tone, formatting, heading structure, and level of technical detail. Draft articles follow your conventions so the review process is about accuracy, not rewriting.
ZeroTwo compares how agents actually resolved tickets against what the corresponding KB article says. When agents consistently provide different steps, different URLs, or different feature names than the published article, it flags the article as outdated and shows the specific discrepancies.
Yes. ZeroTwo groups tickets by product line or feature area based on your tags and routing rules. Articles are drafted in the appropriate section of your knowledge base, and gap analysis is broken down by product so each team sees what matters to them.
Yes. When an existing article is flagged as outdated, ZeroTwo drafts updated sections using the correct resolution steps from recent tickets. Your documentation team reviews the suggested edits rather than researching the changes from scratch.
Related workflows
- Customer SuccessSupport Escalation Brief
- Customer SuccessNPS Follow-Up & Response
Stop doing the work your tools should do for you.
Set it up once. ZeroTwo runs it every time.