Guide
Support Knowledge Base Content Workflow
Turn tickets, attachments, transcripts, and document excerpts into reusable support articles with review and privacy checks.
Last updated: 2026-07-27
Start from repeated questions
A useful support article usually begins with a question that appears repeatedly in tickets or calls. Collect examples that show the pattern, but do not copy private customer details directly into the article draft.
Extract only the useful source text
Ticket exports, call transcripts, PDFs, DOCX files, and emails may all contain raw material. Extract the relevant paragraph or workflow step, then rewrite it into general instructions that apply beyond one customer case.
Clean data examples
CSV and JSON examples should be small, realistic, and safe. Replace names, emails, account IDs, tokens, and exact internal URLs with placeholders while keeping the same structure and problem behavior.
Add review checkpoints
Before publishing, verify commands, links, screenshots, QR codes, and file examples. A support article should help users complete a task, not only describe a feature.
Include limits honestly
If a tool does not support scanned PDFs, encrypted documents, large files, or exact layout preservation, say so. Clear limits reduce user frustration and make the article more trustworthy.
Maintain the article after launch
Record the last review date, product area, and support owner. When workflows change, update the article instead of leaving outdated instructions indexed by search engines.