Kelu answers tickets only from what the knowledge base holds, and only from its Public documents, because every reply goes to a customer. Connected to an empty knowledge base, it answers nothing.

​
What to index

Your docs site

Give a URL. Kelu follows the links and the sitemap.

Your help center

Zendesk Help Center articles. Any other public help center can be added as a website.

Written answers

The answers only one person knows. Write them once.

Files

Policies and runbooks: PDF, Word, Excel, Markdown.

Your wiki

Confluence, Notion, Google Drive, OneDrive.

Everything else

GitHub, Slack, Discourse, YouTube, S3 and more.
Past tickets do not feed helpdesk replies by default. A Zendesk Tickets source starts Restricted. It answers on the Ask page and in your Slack and Teams bots, but not in helpdesk replies. To use tickets in replies, choose Public under Visibility when you add the source, or later set New documents to Public on the source’s Configuration tab. The later change applies to tickets indexed from then on. Either way, it also puts them on your widget and public API. Turn on PII masking before the first sync.

​
Go live in four steps

1

Connect

Zendesk, Intercom, Front and HubSpot connect in one click. Freshdesk takes an API key. See Connect your helpdesk.
2

Rehearse

Run a simulation over up to 100 past tickets. Each is answered and scored, and nothing is sent. Compare Kelu’s answer with your agent’s reply and pick the confidence threshold from that.
3

Run Draft only for a week

A new integration starts in Draft only. Every answer at or above your confidence threshold is filed as a private note, and a ticket below it only gets the escalation tag. Nothing reaches a customer. Read a week of real drafts.
4

Go live

Turn Draft only off. Confident answers are posted, the rest get the escalation tag, and a customer who replies to an automated answer is handed to a person.

​
What good looks like

The integration card shows the last 30 days:
  • Deflection rate: the share of tickets Kelu tried to answer that got a public reply.
  • Avg confidence: where your answers score. Set the threshold from it.
  • Customers who replied after an automated answer and were handed to an agent. This is the one signal from outside Kelu.
A low deflection rate usually means missing content, not a bad threshold. See Find and fix knowledge gaps before you lower it.