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.

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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 feed helpdesk replies only from an external knowledge base. A Zendesk Tickets source in an external knowledge base is public: it feeds helpdesk replies, and it also answers on your widget and public API. In an internal knowledge base it answers only your team: on the Ask page, in the browser extension, on Internal MCP servers and in Slack and Teams bots connected to it. Turn on PII masking before the first sync.

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Go live in four steps

1

Connect

Zendesk, Intercom, Front and Linear connect in one click. Freshdesk takes an API key. Freshchat takes an API token, and you paste Kelu’s webhook URL into Freshchat and Freshchat’s public key into Kelu. See Connect your helpdesk.Zendesk Messaging is not ready yet: Zendesk’s chat API refuses the token Connect gets, so no chat reaches Kelu. It will work once Zendesk approves Kelu’s Marketplace app. See Supported helpdesks.
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, except on Linear, which has no private notes. Every answer at or above your confidence threshold is filed as a private note, and a ticket below it only gets the escalation tag (a Freshchat chat below it is handed to your team). 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. In a live chat, Kelu answers follow-ups too, up to 5, and a Freshchat or Zendesk Messaging chat below the threshold is handed to your team instead of tagged.

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What good looks like

The Connection & Analytics tab of the integration’s page 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.
  • “N customers replied after an automated answer and were handed to an agent”, shown only when N is above 0. 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.