Automated Knowledge Base Generation

Medium~8h estimatedSaaSTechnologyE-commerce

Zendesk MCP ServerNotion MCP Server

The Challenge

Business Problem

Knowledge bases quickly become outdated. Support agents answer the same questions repeatedly because documentation doesn't reflect the latest product changes or common issues.

The Approach

Solution Overview

Connect Zendesk MCP Server with Notion MCP Server to analyze resolved tickets, identify common patterns, and auto-generate draft knowledge base articles for review.

Step-by-Step

Implementation Steps

Analyze Ticket Patterns

Query Zendesk for resolved tickets and identify recurring topics with high volume.

Extract Solutions

For each pattern, extract the resolution steps from agent responses and internal notes.

Generate Articles

Create structured knowledge base articles with problem description, solution steps, and related resources.

async function generateArticle(topic, tickets) {
  const solutions = tickets.map(t => t.resolution);
  const article = {
    title: `How to: ${topic}`,
    body: synthesizeSolutions(solutions),
    category: topic.category
  };
  await notion.createPage({ parent: KB_DATABASE_ID, properties: article });
}

Set Up Auto-Refresh

Schedule weekly scans for new ticket patterns to keep the knowledge base current.

Code

Code Examples

typescript

Pattern Detection

async function findPatterns() {
  const tickets = await zendesk.searchTickets({ query: 'status:solved created>30d' });
  const topics = groupByTopic(tickets);
  return topics.filter(t => t.count > 5 && !existingArticles.has(t.topic));
}

Overview

ComplexityMedium

Estimated Time~8 hours

Tools Used

Zendesk MCP ServerNotion MCP Server

Industry

SaaSTechnologyE-commerce

ROI Metrics

Time Saved20 hours/week on repetitive answers

Cost Reduction30% reduction in ticket volume

Efficiency Gain2x faster self-service resolution