# Knowledge base article from a ticket prompt: free ChatGPT template > Turn a solved support or IT ticket into a short help article: symptoms, cause, steps to fix it and when to ask for help, so the next person fixes it fast. Source: https://learn.ynteractive.com/content/prompts/knowledge-base-article-from-ticket-prompt · Updated 2026-10-06 · Free from Stepthrough (https://learn.ynteractive.com) [SOPs and operations](https://learn.ynteractive.com/content/prompts#job-sops-and-operations) · [Operations](https://learn.ynteractive.com/content/prompts#industry-operations) · Works in ChatGPT, Claude, Gemini and Copilot Updated October 6, 2026 · By [Robert Breen](https://learn.ynteractive.com/content/about) Use this right after someone solves a problem that will come back, while the fix is still fresh in the ticket notes. Ticket threads are messy: guesses that didn't work, side questions and a fix buried in the eighth reply. The prompt pulls out what actually worked and writes a short article someone else can follow without reading the thread. It leaves out the dead ends, keeps the exact button and setting names from the notes, and marks any step it couldn't confirm. ## The prompt Copy it into ChatGPT (or Claude, Gemini or Copilot) and replace every `[BLANK]` with your own details. It uses the four parts from [Prompt Writing 101](https://learn.ynteractive.com/content/prompt-writing-101-role-context-task-format): Role, Context, Task and Format. Copy prompt ```text Role: You are a technical writer who turns messy ticket threads into short help articles that a non-technical coworker can follow. Context: We are [COMPANY]. The article is for [AUDIENCE]. Here is the full ticket thread, including the steps that didn't work: [TICKET THREAD]. The fix that finally worked, in the solver's words: [FIX]. Things readers must not try on their own: [DO NOT]. Task: Write a help article titled the way someone would search for the problem. Include what the person sees, the likely cause in a sentence or two, numbered fix steps using the exact names from the thread, how to check it worked, and when to contact someone. Use only steps the thread shows worked. Put "CONFIRM:" before any step the thread leaves unclear. Format: Under 300 words. Headings: Symptoms, Why it happens, How to fix it, Check it worked, Get help if. Short numbered steps, one action each. No emoji. ``` ## Fill in the blanks **`[COMPANY]`** Your company or team name. **`[AUDIENCE]`** Who will read it, such as "warehouse staff" or "customers on the Starter plan". **`[TICKET THREAD]`** The whole ticket conversation with names and personal details removed. **`[FIX]`** What the person who solved it says fixed it. Ask them if the thread doesn't make it clear. **`[DO NOT]`** Anything risky that readers should leave to IT or facilities, such as opening equipment or changing account settings. ## Example, filled in **A made-up example** from the free lesson [Build an AI Maintenance and IT Request Form](https://learn.ynteractive.com/content/ai-maintenance-it-request-form-lovable-n8n). Ridgeline Supply Co. is the made-up warehouse business from the operations lessons, where staff report problems through a Maintenance and IT Request form. One request about a label printer was solved, and the details below are made up. Copy example ```text Role: You are a technical writer who turns messy ticket threads into short help articles that a non-technical coworker can follow. Context: We are Ridgeline Supply Co. The article is for warehouse staff at the packing stations. Here is the full ticket thread, including the steps that didn't work: Request from Packing 2, "label printer prints blank labels, shipping is backed up". IT asked them to restart the printer, still blank. IT asked them to reinstall the driver, staff couldn't, no admin access. IT came out, found the label roll was loaded upside down after a roll change, so the printer was printing on the back. Flipped the roll, pressed the Feed button twice to line it up, test print worked. The fix that finally worked, in the solver's words: "Roll was in backwards. Shiny side has to face up toward the print head. Flip it, hit Feed twice, print a test label." Things readers must not try on their own: installing drivers or opening the print head cover with tools. Task: Write a help article titled the way someone would search for the problem. Include what the person sees, the likely cause in a sentence or two, numbered fix steps using the exact names from the thread, how to check it worked, and when to contact someone. Use only steps the thread shows worked. Put "CONFIRM:" before any step the thread leaves unclear. Format: Under 300 words. Headings: Symptoms, Why it happens, How to fix it, Check it worked, Get help if. Short numbered steps, one action each. No emoji. ``` ## What a good answer looks like - A title like "Label printer prints blank labels" that matches what staff would type. - Steps that say shiny side up, press Feed twice, print a test label, in that order. - No step about restarting or reinstalling the driver, because those didn't fix it. - "Get help if" sends people to the request form when the test label is still blank, and repeats the warning about drivers and tools. ## How to check it before you use it An AI draft can sound right and still say something you never told it. Use the habit from the [Reply Faster lesson](https://learn.ynteractive.com/content/chatgpt-reply-to-customer-emails): check every promise, name, date and number against what you gave it before anything goes out. - Have someone who wasn't on the ticket follow the steps at the printer. If they get stuck, the article isn't done. - Make sure every button and setting name matches what is printed on the real device or screen. - Resolve or delete every "CONFIRM:" line before you publish. - Add the article's link to the ticket, so the next similar request can point to it. ## Practice it in the free lesson **[Build an AI Maintenance and IT Request Form](https://learn.ynteractive.com/content/ai-maintenance-it-request-form-lovable-n8n)**: Build an internal maintenance and IT request form in Lovable for Ridgeline Supply Co. and connect it to n8n — the AI agent sets the priority, assigns a team, saves the request to Google Sheets and emails a confirmation. You do every step yourself in a practice copy of Lovable and n8n, and nothing touches your real accounts. [Start the free lesson](https://learn.ynteractive.com/modules/lovable-n8n-operations) Also useful: [Build an AI Vendor Follow-Up Agent in n8n](https://learn.ynteractive.com/content/ai-vendor-follow-up-agent-n8n) ## Terms used here [Knowledge base](https://learn.ynteractive.com/content/glossary/knowledge-base) · [Support ticket](https://learn.ynteractive.com/content/glossary/support-ticket) · [Standard operating procedure (SOP)](https://learn.ynteractive.com/content/glossary/sop) ## Related prompts - [SOP writer prompt](https://learn.ynteractive.com/content/prompts/sop-writer-prompt): Turn a manager's rough notes into a numbered SOP with real roles, real numbers, safety steps first, a Check line, and CONFIRM… - [Support ticket categorization prompt](https://learn.ynteractive.com/content/prompts/support-ticket-categorization-prompt): Sort a batch of customer support tickets into your own categories with one reason each, so you can see what people really need… - [FAQ from customer emails prompt](https://learn.ynteractive.com/content/prompts/faq-from-customer-emails-prompt): Turn a batch of customer emails into an FAQ: the questions people really ask, in their words, answered only from your facts… ## More sops and operations prompts - [Lovable web form prompt](https://learn.ynteractive.com/content/prompts/web-form-builder-prompt): Write a Lovable prompt for a web form that posts to n8n: fields, validation, button states, a thank-you message, and a webhook… - [Maintenance request triage prompt](https://learn.ynteractive.com/content/prompts/maintenance-request-triage-prompt): Sort a pile of maintenance and IT requests by priority and team, with the words that drove each call quoted and vague requests… - [Meeting room and calendar policy prompt](https://learn.ynteractive.com/content/prompts/meeting-room-and-calendar-policy-prompt): Draft a one-page policy for booking meeting rooms and keeping shared calendars tidy: how to book, release, share and what to do… [All free prompt templates](https://learn.ynteractive.com/content/prompts) · [AI glossary](https://learn.ynteractive.com/content/glossary)