Plan requirement
| Subscription | Suite Team or higher, Knowledge Professional or higher |
| Access | Agent |
Your tickets already contain the articles you have not written. Turning them into content is the highest-value use of AI here.
The idea
A ticket where an agent worked something out and explained it is a draft article. Somebody asked the question, somebody answered it, and the answer is sitting in a conversation nobody else will ever read.
Generating an article from it turns a one-off answer into something reusable.
How to work
- In Knowledge, click Generate a new help center, or use Get started in the banner under Settings.
- Answer the two questions it asks: What does your business do? and What do customers need help with? Those answers shape the whole hierarchy, so write them as carefully as you would a brief.
- Set the default language and generate. You get a preview, and up to ten regenerations if the shape is wrong.
- Work through the drafts: remove the specifics of any one customer, add the general case, and have somebody who knows check each one.
- Publish and link them from related articles.
What it works from shapes the output, so read that first. It reads solved and closed tickets from the last ninety days, from the web form and email channels, public and end-user facing, up to fifty thousand per brand, with personal data redacted first. It writes up to forty articles, all as drafts in the AI-generated article list, and it builds one help centre per brand.
That ninety-day window is the thing to plan around: a seasonal question that last arrived in March is not in the material, however common it is.
Which tickets
- Questions that recur. Your ticket subjects tell you which.
- Anything that took an agent a long time to work out. High value, written once.
- Answers agents copy from each other. That is an article waiting to be written.
Remove the customer
The editing step that matters most. A generated draft carries their name, their order number, their specific situation. All of that has to go, and it is easy to miss a reference halfway down.
Read the whole draft before publishing. A customer's details left in a public article is a disclosure, not a typo. This is the one step in the process that must not be rushed.
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