Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Admin |
A report showing which of your subjects could plausibly be automated. It reads your last 90 days of ticket data and splits the subjects into what your help centre already covers and what it does not, so it knows more than a volume count: it knows what you have documented.
Open it
- In Admin Center, click AI in the sidebar.
- Select AI agents, then AI agents.
- Click View automation potential.
It is included with all Suite and Support plans, and the insights are per brand, with sample tickets showing how an AI agent would have replied.
What it tells you
| Automation potential using knowledge | The share and number of tickets that could be resolved automatically from the knowledge sources connected to an AI agent. A tuned language model judges each topic on automatability, complexity and agent effort. |
| Covered by knowledge | Tickets answerable from what is already in your help centre. This tab is the list you can act on immediately. |
| Knowledge gaps | Tickets that could not be answered from current content. This is your writing list. |
The two tabs are two different jobs
Covered by knowledge is a configuration task: the answers exist, so connecting them is the work. Knowledge gaps is a writing task, and no amount of configuration substitutes for it.
Reading the report as one list is how teams end up trying to automate subjects they have never documented.
What it still cannot know
Whether the answer is stable, and whether the customers asking are ones you want to meet software. A subject can be highly repetitive, fully documented, and a poor candidate: cancellations are all three, and handing them to an AI agent is usually a commercial mistake.
Use it as a shortlist
Take the top handful from Covered by knowledge and ask two things of each: is the answer the same every time, and is this a conversation we are happy to automate? What survives both is your actual list, and it is shorter than the report.
Knowledge gaps is worth reading on its own
A frequent subject with no article is worth writing whether or not you automate it. That tab is a knowledge base work list produced from real demand, which is a better basis than anybody's impression of what customers ask.
Re-run it after changes
Once the agent handles the top subjects, the shape of what arrives changes, and the ninety-day window means the report follows within a quarter. Revisiting it quarterly matches how fast it moves.
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