Enable the support manager to manually select closed support tickets for conversion into knowledge base articles with AI assistance. This provides controlled curation of valuable support content for the knowledge base.
Current Behavior:
Support tickets are closed and archived
Knowledge base articles must be created manually from scratch
No streamlined way to leverage solved ticket content for knowledge base
The support manager cannot easily identify and convert valuable tickets
Requested Behavior:
Add “Mark for KB Conversion” option for the support manager on closed tickets
Support manager can review and select tickets that contain valuable solutions
Once marked, AI generates a draft knowledge base article from the ticket content
AI extracts and structures: problem description, solution steps, and resolution
Support manager reviews, edits, and approves the AI-generated draft before publishing
Clear workflow showing tickets marked for conversion and their status
User Workflow:
Support manager reviews closed tickets
Manager identifies tickets with reusable solutions
Manager clicks “Convert to KB Article” on selected tickets
AI generates structured draft article
Manager reviews and edits the draft
Manager publishes approved article to knowledge base
AI Capabilities Needed:
Parse ticket conversation threads
Extract customer problem from initial messages
Identify solution steps from agent responses
Generate customer-friendly article format
Create appropriate titles and structure
Suggest relevant categories and tags
Business Value:
Controlled quality assurance through manual selection
Efficient reuse of proven solutions
Support manager oversight ensures appropriate content
Builds comprehensive knowledge base from real customer issues
Reduces future ticket volume through better self-service
This user was created automatically by the IdeaPush plugin.
Raymond