In a perfect world, every solution your team finds would end up in the knowledge base. In reality, things move fast. Tickets keep coming in, priorities shift, and documenting a solution often feels like something you’ll “do later”.
Later usually never happens.
As a result, valuable knowledge stays in people’s heads instead of in the knowledge base and the same issues resurface again and again, solved from scratch each time. Not because teams don’t want to document, but because writing a proper Knowledge Item takes time they simply don’t have.
That’s exactly the problem Knowledge Item Generation is designed to solve.
Capture knowledge while it’s still fresh
With Knowledge Item Generation, TOPdesk AI helps you turn a solved issue into a Knowledge Item while everything is still fresh.
Once the issue is resolved, you can click Generate KI and the AI creates a first draft of a complete knowledge article based on the details of the ticket. The structure, the explanation, the steps, all there in clear, professional language.
You review the draft, adjust it where needed, add your expertise, and publish. No blank page. No starting from scratch. No postponing documentation until it’s forgotten.
From “we should document this” to “it’s already done”
Instead of knowledge documentation being something that falls off the to‑do list, it becomes part of the natural flow of resolving tickets.
Even on busy days, operators can capture solutions as they go without interrupting their work. Over time, this leads to a richer, more up‑to‑date knowledge base, better self‑service results, and fewer repetitive tickets landing on the service desk.
AI does the heavy lifting; your team stays in control of the content.
Why this makes a real impact
- Create professional KIs with minimal effort
- Grow your knowledge base effortlessly
- Reduce repetitive tickets through better self service
- AI drafts the content; you add your expertise
- Agents can document as they go, even during busy days
Built on TOPdesk’s AI philosophy
Just like our other AI features, Knowledge Item Generation follows TOPdesk’s core AI approach:
- Easy to adopt; built into TOPdesk, no extra tools
- Your data stays protected; never used to train external models
- You stay in control; AI supports, you review and decide
The goal isn’t to automate knowledge away from your team, but to make capturing and sharing expertise easier, exactly when it matters.
How to enable this feature
Availability: This feature is available for customers on the Engaged package.
Getting started is straightforward. You’ll find all setup steps and best practices in our AI documentation, including how to enable the Generate KI button and where drafts are created:
👉 https://docs.topdesk.com/en/ai-features.html
Once enabled, your team can start turning solved issues into reusable knowledge in minutes.
What do you think?
Have you already tried generating a knowledge item with AI? Did it help your team capture knowledge faster or even prevent a repetitive ticket?
Share your thoughts, questions, or early experiences in the comments.
Your input helps shape how we continue improving TOPdesk’s AI features.