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of 6— Identify your KB article candidates
What you'll accomplish
By the end of this guide, you'll have a systematic process for turning every resolved ticket into a knowledge base article — taking 5-10 minutes instead of 30-90 minutes per article. Over a month, you'll build a living KB that actually gets used and actually prevents repeat tickets.
What you'll need
- ChatGPT free account at chatgpt.com (free tier is sufficient for this guide)
- Access to your ticketing system to retrieve resolved tickets
- Access to your KB platform (Confluence, SharePoint, IT Glue, or even a shared folder)
- Time needed: 20-30 minutes to learn the workflow; 5-10 minutes per article
- Cost: Free (ChatGPT free tier)
How-To Guide: Build Your Knowledge Base Using ChatGPT
Step 1: Identify your KB article candidates
Not every resolved ticket deserves a KB article — focus on these:
- Any issue you've resolved 2+ times (repeat offenders)
- Issues that took you 30+ minutes to figure out (knowledge worth capturing)
- Issues with multiple resolution steps that are easy to forget
- Issues involving specific applications or configurations unique to your environment
Daily habit: At end of day, look at your 5 most complex resolved tickets. Pick 1-2 for KB article conversion.