The same question gets asked and answered many times a year. When a batch of resolved
tickets is ingested, the brain spots the repeats and drafts a reusable article from
them. Nothing is added to the knowledge base until a person approves it.
How to use this page
- Read the draft and the tickets listed under it, so you can see what
it was written from.
- Approve to add it to the firm's knowledge. It takes about a minute to
extract, after which answers can cite it.
- Reject anything wrong or not worth keeping. It is discarded.
- Check "Knowledge gaps" lower down. Those are questions staff asked that
the brain could not answer, which tells you what to add next.
- To create new drafts, upload a resolved-ticket CSV on the Documents page.
No drafts waiting. Articles appear here after a batch of resolved tickets is read.