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AI agent for user support specialists

Resolved Ticket to Knowledge Article Agent

Tested, clear knowledge articles for fixes that solved real tickets

CreatingIT and developmentCustomer support
See how it worksGet access
Resolved Ticket to Knowledge Article Agent: what goes in, what the agent does and what you get

What it does

Good fixes stay buried in closed tickets while the knowledge base falls behind. This agent finds closed tickets that have a solid resolution but no matching article. For each one, it drafts a step-by-step article from the technician's notes. It then tests the steps, either in a sandbox or against a second technician's notes. If a step fails, it revises the article and tests again. It also checks that the article does not contain personal data from the ticket. A technician approves publishing. Edge case: a ticket's fix needs admin rights, so the agent marks the article for technicians only.

How it works

Follow the arrows from top to bottom. The orange dashed arrow is the loop: when a check fails, the agent goes back and tries again.

Start and resultWhat it doesA check on its own workWaits for your OKGoes back and retries
Yes, continueYes, continueApprovedNoNo 1 STARTS WHEN Weekly article review 2 USES A TOOL Find closed tickets with solid fixes and no article 3 DOES Check for an existing article on the same issue 4 DOES Draft a step-by-step article from the resolutionnotes 5 USES A TOOL Test each step in a sandbox or against a secondtechnician's notes 6 CHECKS THE RESULT Does every step work as written? If not: revise the failing step and test it again. Backto step 3. 7 CHECKS THE RESULT Is the article free of names, emails and otherpersonal data? If not: remove or replace the personal data. Back tostep 3. 8 YOU APPROVE Technician approves publishing 9 RESULT Article published and linked to the ticket
Read the steps as a list
  1. Weekly article review
  2. Find closed tickets with solid fixes and no article
  3. Check for an existing article on the same issue
  4. Draft a step-by-step article from the resolution notes
  5. Test each step in a sandbox or against a second technician's notes
  6. Does every step work as written?If not: revise the failing step and test it again. Back to step 3.
  7. Is the article free of names, emails and other personal data?If not: remove or replace the personal data. Back to step 3.
  8. Technician approves publishingThe agent waits here for your OK.
  9. Article published and linked to the ticket

How it decides

A ticket qualifies when the fix worked, was reused or likely to be, and no matching article exists. An article passes when every step works in testing.

  • Choose tickets where the fix has been reused
  • Never publish an untested step
  • Mark admin-only steps for technicians
  • Merge with an existing article when it covers the same fix

Make it yours

Every agent is a starting point. You choose these settings for your own situation.

  • Ticket age to review (default: last 7 days)
  • Article template
  • Reuse count to qualify (default: 2)
  • Test environment

What keeps you in control

It always asks you first

  • Technician approves publishing

Hard limits

  • Never publishes without approval
  • Never copies personal data into articles

It stops when

  • Done: the article is tested and approved
  • Stop: the resolution notes are too thin to draft from

Set it up

We guide you through the set-up, step by step

Members get the full set-up guide for this agent. No technical skills needed: you copy, paste and upload.

10 minto set it up in your AI
5 AIsChatGPT, Claude, Copilot, Gemini, Grok
  • One set of instructions to paste into your AI, with the clicks for ChatGPT, Claude, Microsoft 365 Copilot, Gemini and Grok
  • The agent then walks you through connecting your own data, one source at a time
  • A downloadable copy with the flow chart, the rules and the full guide
Get access to this agent

An example run

What happensA closed ticket described fixing Outlook not syncing by resetting the profile. No article existed. The agent drafted six steps. In testing, step four used a menu that moved in the new version, so the check failed. The agent corrected the path and retested. It removed the user's email from a screenshot note. A technician approved it.

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