# ClearFeed Requests

You can now use past ClearFeed Requests or Tickets as a Knowledge Source for your AI Agents. This allows the AI Agent to use past, resolved requests to generate contextual answers to new user queries.

When using ClearFeed Requests as a Knowledge Source, the AI Agent automatically prioritizes more recent tickets when there are conflicting answers to the same question. This ensures that, if a policy or answer changes over time, the AI will prefer the latest available information from your ticket history.

{% hint style="info" %}
**Prerequisite:**

* ClearFeed Requests/Tickets as a Knowledge Source is powered by **Request Search** in the ClearFeed WebApp:
* Request Search must be enabled on your account for this Knowledge Source to work.
* Some older accounts may not have Request Search turned on automatically. In such cases, you may see an error when trying to enable ClearFeed Requests as a Knowledge Source. Please contact ClearFeed support (Slack or email) to have Request Search enabled for your account.
  {% endhint %}

Follow the process below to configure ClearFeed Requests as a Knowledge Source.

* From the left navigation bar on the ClearFeed WebApp, go to **AI >** [**Knowledge Sources**](https://web.clearfeed.app/knowledge-sources)**.**
* Hover over the **“Add Knowledge Source”** dropdown at the top right corner and select **ClearFeed Requests** (or **ClearFeed Tickets** for Internal Helpdesks).
* A side drawer will appear, prompting you to provide specific details:
  * **Name**: Designate a title for this Knowledge Source, which will be displayed on ClearFeed.
  * **Tags**: These are identifiers linked with every Knowledge Source, aiding in categorization and structuring. Customize tags based on your needs. **Note**: *Slack* will be a default tag.
  * **Duration:** Select the duration of past requests to index initially. This determines how much historical request data is included during the first indexing.
  * **Requests:** Choose how you want to index requests.

    * **All Requests:** Index all requests from your ClearFeed account.
    * **Specific Channels:** Index requests only from selected channels.

    <div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><p>Note:</p><ul><li>If any connected request channels contain sensitive or confidential data, ensure that such requests are only exposed in channels or workflows where access to such data is appropriate.</li><li>Only tickets within your configured data-retention period (e.g., last 365 days) are indexed for use as a Knowledge Source.</li><li><p>There are two typical patterns when using tickets as a knowledge source:</p><ul><li><strong>Public channels:</strong> Older tickets can be used to help answer new questions.</li><li><strong>Private tickets:</strong> Content from private tickets is used only to generate answers for agents using Agent Assistant (for eg) (ie. for internal use by support team only).</li></ul></li></ul></div>
* After saving your addition, the Knowledge Source will be functional.

## Using AI Agents

Once you've configured the knowledge sources, learn how to build and use AI Agents that can leverage this knowledge source and plug them into support workflows using the Agent Assistant or Virtual Agent.

{% content-ref url="../../ai-agents/use-ai-agents" %}
[use-ai-agents](https://docs.clearfeed.ai/clearfeed-help-center/clearfeed-ai/ai-agents/use-ai-agents)
{% endcontent-ref %}