FAQs: Ticket to Article
1. How to convert a ticket to an article?
Only users with the permission to set up Zia can enable the Article Generation feature. Once enabled, users who have permissions for both Tickets and Knowledge Base modules can use the feature to convert selected ticket conversations into articles and publish them in the knowledge base.
To convert a ticket into an article:
- Open the required ticket in the Tickets module.
- Click Zia > Ticket to Article.
- From the pop-up, select conversations like incoming threads and public and private comments.
- Ensure you select at least one conversation.
- Click Generate Article. A draft article will then be created in the knowledge base with default (agent-only) view permissions to review and publish.
2. How do I edit the converted article before publishing?
The system generates a draft article in the knowledge base with default (agent-only) view permissions. User can review the draft, edit the content, refine the formatting, and add images and links before publishing it for all users.
3. What types of ticket conversations can be converted into articles?
The following ticket conversations can be converted into articles:
- Incoming threads
- Agent replies
- Public comments
- Private comments
4. How many conversations can be selected?
When converting a ticket conversation into a knowledge base article, agents can choose between one and ten conversations from within the ticket.
5. Is it possible to add more conversations once an article is created?
No, new ticket conversations cannot be added to an already generated article. Once an article is drafted or published, it must be edited manually in the knowledge base to include additional details. In case the later conversations have a significantly better solution, the user can generate a new article based on those conversations.
6. Is it possible to select multiple tickets to create an article?
No, article generation works on conversations from a single ticket only. Multiple tickets cannot be combined to generate one article. If similar issues are reported across different tickets, separate articles can be created and later consolidated manually in the knowledge base if needed.
7. Is it possible to create an article in one department with the ticket from a different department?
No, article generation is department-specific. An article can only be generated within the same department where the ticket exists. If the solution is relevant for another department, the finalized article can be manually copied or moved under respective KB category.
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