David M.
The KB that built itself
I noticed something. Kay had been quietly drafting knowledge base articles every time a human stepped in to handle a ticket it couldn't resolve. Watch what the human did, write it up, add it to the queue for review. We'd published 30-odd of them without anyone sitting down to write a single one. The resolution rate has been creeping up ever since. I check the draft queue a couple of times a week, and there's usually something worth adding. One frustration: the reporting is hard to navigate. Needed to raise a support ticket just to work out how to pull a basic report. The information is in there, it's just not surfaced well.