Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Agent |
AI can draft an article faster than you can. What it cannot do is know whether the draft it wrote is true.
Where it helps most
- Turning a resolved ticket into an article. The knowledge exists, in a conversation, and somebody has to shape it. That is exactly what this does well.
- A first draft from notes, so you edit rather than face a blank page.
- Rewriting for tone, where the content is right and the wording is not.
- Summaries, which then need editing.
Where it does not
Anything where the facts are not already written down. A generated article about a process nobody documented is plausible and unverified, and it reads exactly like one that is correct.
The rule
Somebody who knows the answer reads it before it is published. Not somebody who can judge whether it sounds right, somebody who knows.
That check is where the time goes, and skipping it is how a knowledge base fills with confident inaccuracy that then feeds your AI agent.
Ticket to article is the best use
An agent who has just solved something difficult has the knowledge and no time to write it up. Drafting from the ticket removes the barrier, and the agent is the right reviewer because they were there.
Edit the structure too
Generated drafts tend towards long paragraphs and gentle preamble. Cut to the answer, add real headings, and split it if it covers more than one question.
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