Helena helps technicians find relevant knowledge base articles while working on tickets. Suggestions are based on the ticket’s content and customer context.
When suggestions appear
While viewing or working on a ticket:
Helena analyzes the ticket summary and conversation.
Relevant knowledge base articles are suggested automatically.
Suggestions appear within both the Helena section and the Knowledge Base section inside the ticket.
You do not need to manually search for these suggestions.
What articles Helena can suggest
Helena suggests articles from:
The global KB
The selected customer’s folder
Articles from other customers are not shown.
This ensures suggestions are accurate and context-aware.
How suggestions are generated
Helena looks at:
Ticket summary
Keywords and issue descriptions
Customer linked to the ticket
Based on this, Helena matches relevant articles.
Using a suggested article
When Helena suggests an article:
Review the suggested article.
Open it to confirm relevance.
Link it to the ticket if appropriate.
You can also update the article if it needs improvement.
Improving Helena suggestions
To improve the accuracy of suggestions:
Use clear and descriptive ticket summaries.
Maintain well-structured articles.
Keep customer folders organized.
Update outdated documentation regularly.
Better documentation leads to better suggestions.
Benefits of Helena suggestions
Reduces manual searching
Encourages knowledge reuse
Improves response consistency
Helps onboard new technicians
Speeds up ticket resolution
Helena acts as an intelligent assistant, connecting tickets with the right documentation at the right time.