Creating Articles

The knowledge base is a library of articles that Ticket0's AI reads when drafting replies and deciding whether to auto-resolve. The quality of your knowledge base directly affects AI accuracy.

Creating an article

1. Go to Knowledge base in the sidebar
2. Click New article
3. Write your article using the rich-text editor
4. Set a title (used in search and AI context) and optional tags
5. Click Publish

Writing effective articles

Articles work best when they:

• Answer one question — avoid combining multiple topics in a single article
• Use plain language — the AI reads them literally; avoid jargon unless your customers use it too
• Include variations — if customers ask "where is my order?" and "order tracking", mention both phrasings
• Stay current — outdated articles cause incorrect AI answers; review them quarterly

Article status

Formatting

The editor supports Markdown-style formatting:

• **bold**, *italic*
• # Heading, ## Subheading
• Numbered and bulleted lists
• Code blocks (use backticks)
• Tables

AI performance is not affected by formatting — it reads the plain text content.

Bulk import

To import many articles at once, use the website crawling feature or upload a CSV via Knowledge base → Import.