Knowledge Gaps (GenAI-Powered)

A new feature, Knowledge Gaps, has been added to the Resources tab in the Helpdesk module. This enhancement helps teams identify recurring issues that do not yet have corresponding articles, enabling proactive knowledge management and faster issue resolution.

Key Updates

• Automatic Gap Detection:
  When the same issue occurs 5+ times and no article exists for it, the AI automatically generates a knowledge gap. This ensures that recurring problems are highlighted and can be addressed promptly.

• Article Generation from Gaps:
  Users can easily create a knowledge article directly from a knowledge gap using GenAI, turning repeated issues into documented solutions without manual effort.

• Manageable Knowledge Gaps:
  If a detected gap is not relevant or needed, it can be deleted, keeping the Resources tab clean and focused on actionable items.

By introducing Knowledge Gaps, Helpdesk now empowers teams to proactively capture recurring issues, reduce resolution times, and maintain an organized knowledge base.