RAG-Powered Past Ticket Intelligence for Zendesk
Ingested historical Zendesk tickets into a knowledge base and built an in-app Zendesk widget that analyses open tickets, cites relevant past tickets, synthesises root cause, diagnostic steps, and resolution — with AI chat for engineers.
Impact Metrics
Institutional Knowledge Trapped in Closed Zendesk Tickets
Cleo's EDI support organisation accumulated enormous institutional knowledge through their Zendesk ticket history — thousands of resolved EDI issues representing tested solutions to real problems. Yet this knowledge was effectively inaccessible: buried in closed tickets that could be searched by keyword but not semantically queried or synthesised.
When a new ticket arrived, an experienced engineer might remember resolving something similar months ago and know exactly where to look. A newer engineer, or one unfamiliar with that specific EDI configuration, would start from scratch — researching documentation, asking colleagues, or escalating unnecessarily.
The result was inconsistent resolution quality across engineers and shifts, longer resolution times, and repeated escalations for issues that had been solved multiple times by different engineers who never shared their solutions systematically.
Key Pain Points
Zendesk-Native Knowledge Base with RAG Synthesis and AI Chat
We built a specialised RAG system that ingested Cleo's historical Zendesk tickets — including ticket descriptions, resolution notes, engineer comments, and time-to-resolution data — creating a living knowledge base that makes this institutional knowledge semantically searchable.
We then built a Zendesk app (widget) that sits inside the Zendesk interface. When an engineer opens a ticket, the app automatically analyses the open ticket, retrieves the most relevant past tickets, and presents a RAG synthesis that includes: root cause analysis, diagnostic steps to verify, and resolution steps to take action — all citing specific past tickets as evidence.
The system also includes an AI chat interface within Zendesk, allowing engineers to ask follow-up questions directly against the knowledge base. Engineers can drill deeper into specific aspects of the resolution, ask about edge cases, or get clarification — all powered by the historical ticket knowledge. The system continuously improves as new tickets are resolved and ingested.
Our Approach
Key Features Delivered
Built With
Outcomes Achieved
By making Cleo's historical Zendesk ticket knowledge semantically accessible through an in-app widget with RAG synthesis and AI chat, the system transforms every engineer into an experienced one — eliminating knowledge silos and providing actionable root cause, diagnostics, and resolution steps for every open ticket.
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