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Tessa Reyes
New Member ⭐⭐
Aug 10, 2026 2:32 PM UTC
Question

Tips and tricks for: AI knowledge item generation

I’d like to hear from the TOPdesk community about your experiences with generating knowledge items using AI.

In our experience, the AI often makes the resulting content too short. Even when we provide a detailed solution summary with multiple steps, it tends to generate either:

  • A very brief summary or short explanation; or
  • A numbered 1–2–3–4–5 step plan containing only headlines, without enough detail or context.

This means we often need to expand and rewrite the generated knowledge items manually.

Have you experienced the same issue? If so, have you found any effective prompts, settings, instructions, or other tricks to make the AI generate more complete and detailed knowledge items?

I’d be particularly interested in tips for ensuring that the AI:

  • Includes all relevant solution steps;
  • Provides sufficient explanation for each step;
  • Maintains the desired level of detail;
  • Produces a consistent knowledge item structure; and
  • Avoids oversimplifying the source information.

Any experiences or recommendations would be greatly appreciated.

2 replies

Sanne van Opstal-Brakel
Employee
Sanne van Opstal-Brakel
Employee
Oct 12, 2026 11:19 AM UTC

​@ArjanH  can you perhaps advice ​@Tessa Reyes  based on your extensive (AI) experience? 

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Sanne van Opstal-Brakel, your TOPdesk Community Fairy Godmother
ArjanH
ArjanH
Contributor
Oct 13, 2026 6:23 AM UTC

​@Tessa Reyes It is great to see this discussion, as this is a challenge many teams run into.

In our experience, there are actually two different issues at play here. By default, you cannot customize or add custom prompts directly to the standard TOPdesk knowledge item generator. To solve this, we took a different approach by using custom prompts in Copilot instead.

However, for that to work effectively, you need some proper groundwork first:

  1. Analyze your current knowledge items to see the tone of voice

  2. Create an overview of texts and information that need to be standardized or made universal.

  3. Define a clear writing style and tone of voice for your organization.

Once you have those elements in place, you can create a robust prompt. This prompt can then take raw source information

whether it is a quick draft from the standard TOPdesk AI or generated entirely from scratch via Copilot

and transform it into a complete, high-quality knowledge item that matches your company's exact writing style.

I am more than happy to explain this approach in more detail or help set it up. Feel free to reach out if you would like to connect!

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