Use cases
KB article generation from resolved tickets
Turn resolved tickets into knowledge base articles — close the loop without writing them by hand.
Every support team has the same problem: the KB is the most leveraged thing in the operation, and it’s the thing nobody has time to write. A KB Agent watches resolved tickets, spots the patterns worth documenting, and drafts the articles — so the next ticket of that shape gets a faster answer.
When this pays off
KB hasn't grown in months
New product features ship every sprint; the KB last got an article six months ago.
Same questions, same drafting
Agents answer the same niche question 30 times a quarter — and never have time to write the article.
Tribal knowledge in agent heads
Senior agents know the answers; new hires don’t, because nobody documented them.
Self-serve is underperforming
Customer self-serve traffic is low because there’s no article matching their search.
The shape of this use case
A KB Agent takes a resolved ticket (or cluster of tickets) and returns a publishable article.
Inputs
Resolved ticket(s), category, prior similar resolutions, your KB style guide.
Sources
Ticket conversations, agent resolution notes, product changelog, your KB style and structure guides.
Output
A drafted KB article — title, summary, steps, screenshots placeholders, related-articles links — ready for review.
Delivery
Posted to your KB platform as a draft, dropped in Notion for review, queued in a “needs editor” workflow.
Where to start
Two ways in, depending on whether you want something running today or built to your exact spec.
Clone a pre-built Agent
Open Tim, Technical Documentation Generator. More in the Marketplace.
Build your own
Start from scratch in the builder, or by describing it in Claude Code or Cursor with MCP & Plugins.
Either way, these are prompts your team can use on day one:
- “Look at the last 50 resolved tickets in the ‘billing’ category — what 3 articles should we write that we don’t have?”
- “Turn this ticket into a KB article. Customer hit the SSO bug last week and we resolved with workaround X.”
- “What’s the most common search query on our help site this month that has no matching article?”
Where to take it
Once it’s running, deepen it in three moves:
Give it a playbook
Shape it with a prompt, your style guide in Knowledge, and Bulk Schedule.
Let it improve
Feed read and deflection data back into the Agent’s evals so it drafts the formats that help.
Common pitfalls
Articles that paraphrase one ticket
Drafting from a single ticket gives you an article that only solves that exact case. Cluster similar tickets first so the article generalizes.
Stale or contradictory content
Auto-drafting without checking existing articles produces overlap and contradiction. Have the Agent search the KB first and propose an edit if an article already covers it.
Auto-publishing without review
KB articles are externally visible — bad ones cost trust. Always gate publishing with a human editor until you’ve watched it for two quarters.
No tie to actual search demand
Drafting articles agents would have used is fine, but missing the bigger win: articles for what customers search and can’t find. Connect the Agent to KB search analytics.