You can quickly turn useful ticket conversations into knowledge base articles. This helps capture real solutions and prevents the same issue from being solved repeatedly.
Where the option appears
Inside a ticket:
Each chat bubble includes an option called add to knowledge base.
This option appears on individual messages.
This allows you to convert specific parts of a conversation into documentation.
How to convert a chat into an article
Open the ticket.
Locate the chat message you want to convert.
Click add to knowledge base on that chat bubble.
A drawer will open.
Inside the drawer:
The ticket summary is automatically added as the article heading.
The selected chat content is added as the article body.
Choosing where to save the article
In the drawer:
Select the folder where the article should be saved.
Global KB for reusable knowledge
A customer folder for customer-specific information
Choose whether to:
Save as draft
Publish directly
The article will then be created in the selected location.
What happens after saving
If saved as draft:
The article is created in draft state.
Other technicians can review and edit it.
It must be published to become live.
If published directly:
The article becomes immediately available.
It can be used inside other tickets.
It is included in Helena suggestions.
When to convert chats into articles
Convert ticket chats when:
A new solution was discovered.
The fix is reusable.
The explanation is clear and structured.
The issue is likely to repeat.
Avoid converting chats that:
Contain sensitive information.
Are incomplete or unclear.
Apply only temporarily.
Best practices
Clean up formatting before publishing.
Remove unnecessary conversation text.
Add headings or structure where needed.
Choose the correct folder before saving.
Review the article before publishing.
Converting chats into articles ensures valuable knowledge is captured instantly, directly from real support interactions.