There are several ways that this can be done. We want to improve the knowledge base and the operation of the software'. Some software systems let you log the fact that you didn't find a solution and as soon as a solution is found to match your problem, the help desk will email it to you. A similar approach can be taken when a customer problem is reported that might affect other customers. The software can be proactive and automatically email all other customers who could have the problem.
Automation works well with technical customers who like to solve their own problems.
They are used to doing so and are normally very successful. Although automated help desks are not perfect yet, they are improving through the use of natural language processing and self-learning techniques. Because once you are set up you are unlikely to change things. When you ask it a question it will answer based on what it knows about you. Other clues used by the software could be the wording of the questions, the web page the questions are coming from, etc.