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AutoKB drafts knowledge base articles from your resolved support cases. You review the drafts, then download them or publish them to Zendesk Guide or KnowledgeOwl.

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View drafts

Go to Automate → Knowledge Suggestions on the IrisAgent dashboard. The table shows each draft’s Name, Category, Source Case ID, Est. 7-day cases, Created At, and Status (Draft, Reviewed, or Published). Once articles are published, Published Provider and Published Article ID columns also appear.
  • Use the All, Pending review, and Published tabs to filter.
  • Click a row to preview the full article.
  • Open a row’s Actions menu to Download as Markdown, Download as PDF, or Mark as read (which sets the status to Reviewed).

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Set up publishing

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Zendesk Guide

  1. Go to Data Sources and, under Knowledge Bases, click the settings icon on the Zendesk card.
  2. Turn on Send AutoKB article drafts to Zendesk Guide.
  3. Fill in all four required fields:
    • Section: where articles are published. Changing it resets the locale.
    • Locale: the article language, such as en-us.
    • User Segment: who can view the articles.
    • Permission Group: who can manage the articles.
  4. Click Save.

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KnowledgeOwl

  1. Go to Data Sources and, under Knowledge Bases, click the settings icon on the KnowledgeOwl card.
  2. Under Configure KnowledgeOwl project for automatic article generation, enter or select the Project ID.
  3. Click Save.
The Ingestion settings in the same panel are separate. They control which KnowledgeOwl projects IrisAgent reads from.

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Publish an article

  1. In Knowledge Suggestions, open the row’s Actions menu and click Publish as a draft article.
  2. Select the knowledge base.
The row then shows the Published Provider and a link to the article. The publish option appears only for unpublished articles and only when at least one knowledge base is configured. Need help? Email us.