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Solution

Your agents have already written the answers

Every resolved ticket holds a question a customer really asked and an answer that worked. SupaCortex turns them into reviewed Q&A, so the answer one agent wrote helps every customer after.

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  • Redacted first
  • Approved by a person
  • Duplicates skipped

How does SupaCortex turn tickets into knowledge?

SupaCortex reads resolved conversations from Zendesk, osTicket or UnifyDesk, skips any that are opted out or in a denied category, redacts personal details, and asks a model to extract the question and the answer that resolved it. Rule checks and de-duplication against your existing knowledge follow. Each surviving candidate waits for a person to edit and approve it; only then does it become a document the project answers from.

  • Only resolved conversations with a human agent's reply.
  • Names, emails, phones and IDs replaced with placeholders.
  • Questions already covered by your knowledge are skipped.
  • Approve, edit or reject - one at a time or in bulk.
  • Customer-specific answers stay scoped to that customer.
How it works

From closed ticket to answer

  1. 01

    1. Connect the desk

    Add a ticket feed to a project: Zendesk, osTicket or UnifyDesk. Set the categories never to mine - billing disputes, complaints, HR.

  2. 02

    2. Redact and extract

    Each resolved conversation is redacted, read by the model, and checked: a real agent answer, no personal data left, long enough to be useful.

  3. 03

    3. Drop the duplicates

    Candidates that repeat your existing documents or an earlier candidate are counted and left out.

  4. 04

    4. A person approves

    The redacted excerpt sits beside the editable Q&A. Approve, edit or reject - with keyboard shortcuts for a long queue.

Safeguards

Why it is safe to switch on

Nothing live without review

A pending candidate is invisible to every channel. Rejected ones stay rejected when the feed runs again.

Deny-lists and consent

Categories you exclude and sources that have not opted in are never read for mining.

Read-only by design

osTicket is read over a read-only connection running SELECT statements only.

Official still wins

Retrieval prefers your official documents; mined Q&A fills the gaps.

Easy to take back

Delete an approved answer's document and it is no longer used to answer.

A summary per run

Mined, skipped for consent, skipped by rules and duplicates - counted on every run, with the approval rate.

Read next

Learn From Past Tickets

Resolved Zendesk, osTicket and UnifyDesk conversations become Q&A - redacted, and only after a person approves.

AI Replies Inside UnifyDesk

Agents get a cited draft for every ticket - drafted when the customer writes, sent only by a person.

Answers With Citations

Hybrid search, a confidence gate and checked citations - it says "I don't know" instead of guessing.

Knowledge Projects

Keep each product, team or audience in its own project - its own sources, widget and API keys.

Preparing Documents for AI Answers

Ten habits that make the same documents answer twice as well. Most take minutes.

Integrations

Every source it learns from and every place it answers, with what is live and what is next.
Frequently asked

Questions people ask before they start

No. Mined questions and answers wait in a review queue as candidates. Nothing is searchable, and nothing reaches a customer or a draft, until a person with the Editor role or above approves it.

Emails, phone numbers, IDs and names are replaced with placeholders before the model reads the conversation, and a rule check rejects any candidate with personal data left in. Categories you put on the deny-list - and conversations whose source has not opted in - are never mined.

Zendesk (with an API token), osTicket (a read-only database connection) and UnifyDesk (an export key, once the desk has opted in). Other help desks are not supported today.

No. Official documents rank first, and when enough official evidence exists, past-ticket material is left out of the answer. Mined Q&A fills the gaps your documentation leaves.

Business and Enterprise. Mining one conversation uses 2 AI credits.

Reuse the answers your team has already written.

Book a 30-minute demo on your own documents. We set up a 14-day trial workspace for you - no credit card, no setup fee.

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Questions first? Email info@greatdevelopers.com or call +91 8585953085.

Still curious? Ask your favorite AI about SupaCortex.

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