Documentation Agent

The Documentation Agent turns resolved tickets into reusable knowledge base articles. It drafts the article from the actual ticket, checks whether an article on the same issue already exists, and publishes to your documentation platform only after a technician approves the draft.

For the full behavior, settings and error messages, see Create KB Articles from Resolved Tickets.

What it does

• Suggests documenting a resolved ticket with a “Document resolution” item in the ticket’s to-do list.
• Checks for duplicates in your existing knowledge base first, and offers to update a matching article instead of creating a near-duplicate.
• Asks filing questions it can’t answer on its own — which platform, which customer folder or the shared library.
• Drafts a complete article — problem, audience, notes and numbered resolution steps pulled from the ticket.
• Updates an existing article when a technician references it by ID or link.

Published articles feed back into the Resolution Agent, so future similar tickets get better resolution steps.

What triggers it

A technician, always. Either:

• opening the Document resolution suggestion on a resolved ticket, or
• asking in the ticket chat — for example, “create a KB for this” or “document this”.

Mizo doesn’t judge whether a ticket is worth documenting; the only safeguard against low-value articles is the technician choosing not to approve the draft.

Configuration

• Workflow → Create knowledge base entries — Off or Recommendation. At Recommendation, resolved tickets get the “Document resolution” suggestion. At Off, technicians can still ask from the ticket chat.
• Search-in-all-KB — widens the duplicate check from the current customer plus your shared library to every customer’s articles.
• Knowledge base creation rules (Fine-tuning → Resolution) — title format, mandatory sections and wording. Example: “Every KB article must include: Problem Description, Resolution Steps, Affected Systems, and Prevention Notes.”

Human-in-the-loop vs autonomous

Always human-in-the-loop. There is no setting that publishes a KB article without a technician’s explicit approval of the exact draft shown in the chat. A vague “ok” doesn’t trigger publishing — Mizo asks for clarification instead.

What’s written

• The new or updated article, in your connected documentation platform.
• A note on the ticket linking to the article.

You can review every KB article created through Mizo on the console’s Audit page (app.mizo.tech/actions).

Supported platforms

Set-up guides: IT Glue, Hudu, Confluence, SharePoint, HaloPSA. See also Connect IT Glue or Hudu as a knowledge source.