kb-article

name	KB Article
description	Turn a resolved issue into a knowledge base article that deflects the next ticket.
category	Content

KB Article

Capture a resolution as an article so the next customer with the same problem never has to open a ticket.

When to use

• A ticket is resolved and the fix is reusable.
• A common question keeps recurring in the queue.

Steps

1. Frame the article around the customer's search terms, not internal names.
2. State the symptom so a reader knows they're in the right place.
3. Give the fix as numbered, testable steps.
4. Cover the common variations and what to do if it fails.
5. Link to related articles and the way to reach a human.

Output

A KB article: symptom, steps, variations, and next steps, following the [[Support policy]]. Published to deflect the repeat ticket.