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kb-article-writer

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Turns a resolved support ticket into a clear, searchable knowledge-base or help center article. Use when someone asks "write a KB article from this resolved ticket", "turn these resolved tickets into help center articles", or "write an internal knowledge base article for our support agents" - converting ticket resolutions into self-service documentation that deflects future tickets. Do NOT use for writing user-facing how-to guides from scratch - use help-documentation instead.

skills/kb-article-writer/SKILL.md

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Oct 13, 2026
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MIT

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# Knowledge Base Article Writer

Every ticket that gets answered manually is a ticket that could have been self-served. A good knowledge-base article is written for the customer who is about to open a ticket, not for the agent who already knows the answer.

## When to create an article

Create an article when a ticket has been answered by two or more different customers in the past 60 days, or when a support lead flags a topic as recurring. Do not create articles for one-off edge cases or deprecated features.

## Article structure

Use this structure for every article:
1. Title: a plain-language question or task the customer is trying to accomplish ('How to reset your password', 'Why was I charged twice'). Use the exact words a customer would type into a search box.
2. Summary (2-3 sentences): what this article covers and who it is for.
3. Prerequisites (if applicable): what the customer needs before starting.