# Knowledge Base Article Written from a Solved Ticket

Source: https://maito.app/workflows/write-a-help-article-from-a-solved-ticket

Maito turns a hard-won support answer into a draft help article with steps, category and related tickets, so nobody has to solve it again.

When an answer took effort, turn it into an article so nobody solves it again.

[Customer support](https://maito.app/workflows/team/customer-support) · [Software](https://maito.app/workflows/industry/software) · When you ask · Updated October 19, 2026

Works with

-   Slack
-   Email
-   [Intercom](https://maito.app/workflows/tool/intercom)
-   [Pylon](https://maito.app/workflows/tool/pylon)
-   Zoho Desk
-   Unthread
-   Freshdesk
-   Notion

## How 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

1.  Read the ticket thread
2.  Write a short article
3.  Suggest where it goes in the help center

## Example

**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

When you ask Write a help article from a solved ticket

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

### Which tools does it use?

Your support desk (Intercom, Pylon, Zoho Desk, Unthread or Freshdesk) and your help center in Intercom or Notion.

### Does it publish the article?

No. It saves a draft and your team publishes it.

### Does it keep private details?

It leaves out customer names and details from the ticket and writes the steps in general terms.

## More customer support workflows

-   [Draft replies to tickets you've solved before When a question has been answered before, get a draft reply from that answer. Customer support · When something happens Works with Intercom, Pylon, Notion.](https://maito.app/workflows/draft-replies-to-tickets-youve-solved-before)
-   [Spot recurring issues early Group tickets by cause so a new problem shows up before it's a flood. Customer support · On a schedule Works with Intercom, Pylon.](https://maito.app/workflows/spot-recurring-issues-early)
-   [Daily escalations view See every escalated or at-risk ticket in one message each morning. Customer support · On a schedule Works with Intercom, Pylon, HubSpot, Salesforce.](https://maito.app/workflows/daily-escalations-view)
-   [Reproduce a bug from a customer report Turn "it's broken" into exact steps, a recording and a bug report engineers can use. Customer support · When something happens Works with Linear, Jira.](https://maito.app/workflows/reproduce-a-bug-from-a-customer-report)
-   [Answer "how does this work?" from the code Support gets the real answer from the product, not from an outdated doc. Customer support · When you ask Works with Notion, Confluence.](https://maito.app/workflows/answer-how-does-this-work-from-the-code)
-   [Keep help articles current after a release After each release, find help articles that no longer match the product and draft fixes. Customer support · When something happens Works with Intercom, Notion.](https://maito.app/workflows/keep-help-articles-current-after-a-release)

[See all workflows](https://maito.app/workflows)

## Put your AI teammate to work.

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