Creating Articles
Write and publish knowledge base articles that AI uses to answer tickets.
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
- Go to Knowledge base in the sidebar
- Make sure the Articles tab is selected
- Click New article
- Enter a title (used in search and AI context), write the body, and optionally set a category and tags
- Use the Published / Draft toggle to make the article live (Published) or keep it out of retrieval (Draft)
- Use the Public / Internal toggle to decide who can see the article beyond the AI — Internal means the article is only used as AI context for operator drafts; Public marks it visible in your customer-facing help surfaces
- Click Save
Published vs Draft (AI retrieval)
Each article has an independent Published toggle:
| Toggle | In AI retrieval? |
|---|---|
| Draft (published off) | No — hidden from the AI, used as a working copy while you're still editing |
| Published (published on) | Yes — indexed and eligible to be retrieved into draft-reply prompts |
Public vs Internal (customer visibility)
Separately, each article has a Public toggle:
| Toggle | Visibility |
|---|---|
| Internal (public off) | The AI uses the article as context for operator drafts, but customers never see it directly |
| Public (public on) | Customers can discover this article in your public help surfaces, subject to the article also being Published |
The two toggles are independent — for example, an Internal + Published article is retrieved by the AI but never shown to a customer directly.
Writing effective articles
Articles work best when they:
- Answer one question — avoid combining multiple topics in a single article. A 500-word article on one topic retrieves better than a 3,000-word article covering ten.
- Use plain language — the AI reads them literally; avoid jargon unless your customers use it too.
- Include phrasing variations — if customers ask "where is my order?" and "order tracking", mention both.
- Stay current — outdated articles cause incorrect AI answers; review them whenever related policy changes.
Formatting
The editor accepts Markdown-style formatting (bold, italic, headings, lists, links, code, tables). AI retrieval doesn't score on formatting — it reads the plain text content — but good formatting helps human readers when articles are shown on public surfaces.
Bulk import
The primary bulk option is the website crawler — it pulls an existing help center or docs site into Ticket0 as articles. See Website crawling / Import.