Write a help article from a solved ticket
When an answer took effort, turn it into an article so nobody solves it again.
Customer support · Software · When you ask · Updated
Slack
Intercom
Pylon
Zoho Desk
Unthread
Freshdesk
NotionHow do you write a knowledge base article from a solved ticket?
To write a knowledge base article from a solved ticket, give Maito the ticket number. It reads the thread, keeps the steps that worked and drops the dead ends, checks for similar tickets and writes a draft article with a category. You get an article ready for review.
How it's done today
Good answers stay buried in one ticket.
What Maito does
- Read the ticket thread
- Write a short article
- Suggest where it goes in the help center
Example
@Maito turn #47802 into a help article. Jo needed 3 days on it.
Draft article Title: Fix "Workspace not found" after changing your email domain Steps 1. Sign in with your old email address. 2. Go to Settings, then Profile, and add the new address. 3. Confirm it from the email we send. 4. An Owner removes the old address under Settings, then Members. Category: Account, then Sign in. Left out on purpose: the day-1 answer in the ticket (clear your cache) did nothing. Step 4 only works for Owners, so I marked it that way. Tickets #46118 and #45930 had the same cause. I'd link the article from both.
@Maito good. Save it as a draft in the Intercom Help Center, not published.
Saved as a draft under Account, then Sign in. It's waiting for you to publish.
Sam (3:30 PM):
turn #47802 into a help article. Jo needed 3 days on it.
Maito (3:34 PM):
Draft article
Title: Fix "Workspace not found" after changing your email domain
Steps
1. Sign in with your old email address.
2. Go to Settings, then Profile, and add the new address.
3. Confirm it from the email we send.
4. An Owner removes the old address under Settings, then Members.
Category: Account, then Sign in.
Left out on purpose: the day-1 answer in the ticket (clear your cache) did nothing. Step 4 only works for Owners, so I marked it that way.
Tickets #46118 and #45930 had the same cause. I'd link the article from both.
Sam (3:41 PM):
good. Save it as a draft in the Intercom Help Center, not published.
Maito (3:42 PM):
Saved as a draft under Account, then Sign in. It's waiting for you to publish.
How to set it up
- Set up
Nothing to set up. Ask in Slack or by email whenever you need it.
- Connect support desk
- Intercom
- Pylon
- Zoho Desk
- Unthread
- Freshdesk
- Connect help center
- Intercom
- Notion
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It can only write what the ticket shows. If the fix only works for some plans or roles, it marks that, but it can't verify it against the product.
Questions
Your support desk (Intercom, Pylon, Zoho Desk, Unthread or Freshdesk) and your help center in Intercom or Notion.
No. It saves a draft and your team publishes it.
It leaves out customer names and details from the ticket and writes the steps in general terms.
