> ## Documentation Index > Fetch the complete documentation index at: https://docs.cassidyai.com/llms.txt > Use this file to discover all available pages before exploring further. # Help Desk Knowledge Resolver > Streamlines information access and improves response times, automating queries and escalating sensitive topics to human reviewers. Help Desk Knowledge Resolver ## What does this mean? Streamlines access to information while ensuring accuracy and compliance, reducing manual effort and improving response times for both routine and escalated queries. Automatically processes help desk ticket queries by searching a centralized Knowledge Base for relevant policies and responses, escalating to human reviewers for sensitive or unresolved topics, and responding with cited answers. ## Workflow steps The Workflow activates automatically when a new ticket arrives in your helpdesk system—capturing the query details and context. Cassidy searches your centralized Knowledge Base for relevant policies, documentation, and approved responses that match the ticket's topic. The Workflow checks whether the query involves sensitive topics or if the Knowledge Base returned sufficient information to resolve the request. For sensitive or unresolved queries, the Workflow routes the ticket to a team member for approval, keeping a human in the loop before any response goes out. Cassidy drafts a reply grounded in Knowledge Base sources—complete with citations so the end user can verify the information. Once approved (or automatically for routine queries), the response is sent back through your helpdesk system, and the Workflow logs the resolution for reporting and continuous improvement. ## Related Create a custom Agent with tailored instructions and Knowledge Base access. Add your company documents so Agents can reference them.