KB health, spike detection and churn alerts

• KB health groups recent triaged and low-confidence tickets into gaps and drafts an article for each from your team’s replies; it also flags articles that look stale.
• Spike detection alerts you when a topic suddenly gets about three times its usual volume — often the first sign of an outage.
• Churn alerts score accounts on ticket sentiment, frequency and repeat problems and notify the account manager for high-risk accounts.

Publish gap articles in one click

1. 1
   Review the draft

   KB health → Gaps: open a gap, edit the drafted title and article.
2. 2
   Publish to help center

   Click “Publish to help center”, choose the section (Zendesk), folder (Freshdesk) or collection (Intercom) — Salesforce creates a Knowledge article — and click “Create draft”, or tick “Publish live” to make it visible to customers now.
3. 3
   It works straight away

   TR-AI adds the article to its own knowledge base immediately, so it answers from it before the next crawl. Drafts are used without linking to them; live articles are linked in replies.