How to turn a Zendesk resolution into a knowledge base draft
A resolved ticket can provide the foundation for a reusable help article. The useful transformation separates the general solution from the circumstances of one customer's account.
Start with the right material.
- What you provide
- a resolved ticket with a documented fix and shareable context.
- The intended result
- A reviewed help-article draft without personal identifiers.
How the workflow works.
Identify the confirmed problem and solution, then explain prerequisites and steps in a reader-friendly order. Remove private identifiers and keep exceptions that determine when the solution applies.
What to check in the result.
Validate the guidance with the responsible team before publication. A one-off concession or account-specific fix should not become a general product promise.
Preview the Markdown to check headings, lists and links as well as the words. Keep source references with the document so a reviewer can trace important statements back to the material you supplied.
Learn from the worked example.
The downloadable Markdown example shows one possible organization of the result. Read it alongside the source example and notice which statements are recorded facts, proposed wording or questions still needing an answer.
The supplied example is illustrative. It is not a recorded run on your data.
Download the example ↓Use it with your own material.
- Open the source you want to work with and activate WebAct on that tab.
- Copy the task from the hero, add any required fields or preferences, and review the proposed actions.
- Compare the first result with your source. Ask for a specific correction or refinement where needed.