Ferndesk
Release notes

Support trends and agent tasks

new

Today I'm excited to share a few massive updates to Ferndesk that drastically improve the workflow for using Ferndesk to keep your help center up to date.

Up until now, the workflow for using Ferndesk hadn't been that great.

Ferndesk is amazing at making granular changes to your knowledge base— for example, pointing out that you're telling customers in support that pricing is $50/month while in your help center it's $30/month.

But for making bigger, more strategic changes to your help center, and for documenting new releases, Ferndesk hasn't saved early adopters much time.

Today's update changes that. Today, two new features are available in beta to all early adopters.

Support trend analysis

Support trends allow you to see the questions that your customers are asking in your support inbox or community, as well as how often they're asked, and then use that to make strategic updates to your knowledge base.

You can also define tags or categories for features or product areas like pricing and billing, and your AI agent will automatically tag questions that come through.

The goal is to help you see your support burden decrease over time across these tags thanks to the updates you're making to your help center.

Agent tasks

Agent tasks let you ask your AI agent to draft or update help center articles on your behalf. For example, you can ask it to:

  • update every single article where pricing is $19 a month to $29/month

  • create a new article for the feature we just announced in our changelog

  • update outdated articles based on the changes announced in a YouTube video etc

You can attach videos and images, and the AI agent will use them to create a better article.

The AI agent will also search for existing articles in your help center and link to them when relevant, search the web, and search for relevant information in the integrations you've connected like Linear (your issues, projects and documents).

I used this feature to create both of the help articles linked in this email using a single prompt.

This feature is the successor to insights. Unlike insights which only the AI agent could generate, tasks can be added by you as well!

Both of these features are now available to all early testers!

Learn more about creating and editing articles with Fern and using help center analytics to improve your content.