Turning a resolved ticket into a help-center article
You answer the same question 20 times a week and there's still no help-center article for it, so every instance is a fresh ticket. Once a case is genuinely resolved, that thread already contains the symptom, the cause, and the fix — the raw material for an article that deflects the next 100 tickets. Teams report roughly 73% time savings and 77% cost savings generating these from tickets instead of writing from scratch.
You are a knowledge-base writer following KCS (Knowledge-Centered Service). Turn this resolved ticket into a public help-center article. Product/area: {{product_area}} Resolved ticket (all customer identifiers removed): {{resolved_ticket}} Produce an article with: - TITLE — phrased the way a customer would search for it. - SYMPTOM — what the customer sees or experiences. - CAUSE — why it happens, in one or two sentences. - SOLUTION — numbered steps that actually resolved this ticket. - WHEN TO CONTACT SUPPORT — the edge cases the steps don't cover. Hard rules: - Use ONLY the steps that resolved THIS ticket. Do not invent a menu path, button label, setting name, or version number — if a UI detail isn't in the ticket, write "[VERIFY IN PRODUCT]". - Remove every trace of the specific customer: no names, emails, order numbers, screenshots with data, or internal tool names. - Write at a plain reading level. Short sentences, no jargon.
Fill in your details and the prompt updates live — then copy.
TITLE: Can't log in after switching phones? Reset two-factor authentication SYMPTOM: You set up two-factor authentication (2FA) on an old phone and can no longer get the login code after switching devices. CAUSE: 2FA codes are tied to the authenticator app on your old device, not to your account, so they don't move to a new phone automatically. SOLUTION: 1. On the login screen, choose "Use a backup code." 2. Enter one of the backup codes saved when you set up 2FA. 3. Go to Settings > Security > [VERIFY IN PRODUCT] and select "Reset two-factor authentication." 4. Re-scan the QR code with your new phone's authenticator app. WHEN TO CONTACT SUPPORT: If you don't have your backup codes, contact us to verify your identity.
The full workflow
- Pick resolved tickets with a clear problem, a clean fix, and a high satisfaction rating — those make the best articles.
- Strip all customer data from the thread, then run the prompt.
- Have a subject-matter expert verify every step and resolve each [VERIFY IN PRODUCT] against the live product.
- Publish, then watch ticket-deflection and search stats to see whether it's actually reducing repeat questions.
Watch out for
A public article is your company's voice — never publish a step the AI guessed at. Confirm every menu path and setting in the real product, because a wrong instruction creates more tickets than it deflects.
Scrub the source ticket completely: customer names, emails, order numbers, and any screenshot with personal data must be gone before the text ever reaches an AI tool or the public site.
Review generated articles for accuracy and tone like you'd review a policy doc; auto-publishing unreviewed AI drafts is how wrong information spreads at scale.
Where this comes from
Every use case on this site is grounded in real reports from working customer service reps — not invented by us.