AI for support teams · Autessa Support Desk
AI article writer
Autessa Support Desk writes knowledge base articles with AI. Draft an article from a ticket’s conversation, from several tickets selected in the queue, or from just a title, and rewrite an existing article with AI. Every AI article is saved as a private draft for you to read and publish.
The problem it solves
Solved tickets never become articles
The best answer to next week’s ticket is buried in this week’s thread. Nobody has time to turn it into a help article, so the same question keeps arriving. The article writer closes that loop in one click.
What you get
- From a ticket: Draft article in the ticket menu writes from that conversation.
- From many tickets: select similar tickets in the queue and draft one article that answers them all.
- From a title: Write it with AI drafts a full article from a title like “How to reset your password”.
- Rewrite with AI improves an article you already have.
- Drafts are private until you publish to your team or to the Help Center.
- The draft includes a one-line summary for search results and article lists.
How it works
How does AI article writer work in Autessa Support Desk?
Start from what you have
A ticket, a selection of tickets, or a title.
The AI writes a draft
Title, summary and body, saved as a private article.
Read and adjust
Edit in the rich editor, add images, pick a collection.
Publish
Publish to team (internal) or Publish to Help Center (public).
Every option
Article writer options
| Option | What it does |
|---|---|
| Draft from a ticket | Uses that ticket’s conversation. |
| Draft from selected tickets | Uses several tickets from the queue. |
| Draft from a title | Writes from the topic alone. |
| Rewrite with AI | Improves an existing article. |
| Where it saves | A private draft visible only to you until you publish. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Draft, rewrite and publish articles. |
Where AI helps
The article drafter is an AI agent. It writes drafts only; publishing is always a person’s choice.
AI in Support Desk drafts, suggests, routes and checks. Anything a customer receives from your team is sent by a person.
FAQ
Questions about AI article writer
Straight answers. If something is not covered here, book a demo and ask us directly.
Can AI turn a support ticket into a help article?
Yes. Draft article on a ticket writes a knowledge article from its conversation, saved as a private draft.
Is the AI article published automatically?
No. It is a private draft until you publish it to your team or to the Help Center.
Can I write an article from just a title?
Yes. Type a title and choose Write it with AI.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours