Usage Guide

Method 1: From Ticket View

The quickest way to generate a KB article is directly from a support ticket:

1. Open a support ticket in the WHMCS Admin Area
2. Click "Create KB Article" button in the ticket view
3. Click "Generate with AI" to create the article content
4. Review and edit the generated title, content, category, and tags
5. Choose to replace an existing article or create a new one
6. Click "Save KB Article" to publish

Method 2: From Admin Module

Use the dedicated admin module to manage the ticket queue:

1. Navigate to Addons → AI KB Generator in the admin menu
2. View all queued tickets that are ready for KB article generation
3. Click "Generate KB" on any ticket in the queue
4. Review and save the generated article

Automatic Queue

When enabled, the addon automatically adds closed tickets to the review queue:

• Tickets are queued when they are closed
• Only tickets with the minimum number of replies are queued (configurable)
• Tickets are retained in the queue for a configurable number of days
• You can manually add or remove tickets from the queue

AI Generation Process

When you click "Generate with AI", the addon:

1. Analyzes the ticket subject and all replies
2. Extracts the problem and solution from the conversation
3. Generates a professional KB article title
4. Creates well-structured content with clear headings
5. Suggests an appropriate KB category
6. Recommends relevant tags for searchability

Editing Generated Content

After AI generation, you can customize the article:

• Title – Edit to make it more descriptive or SEO-friendly
• Content – Full HTML editor to modify the article body
• Category – Select from your existing KB categories
• Tags – Add or remove tags for better searchability

Replacing Existing Articles

You can update existing KB articles with improved content:

1. Click "Replace Existing Article" toggle
2. Search for the article you want to update
3. Select the article from the dropdown
4. The generated content will replace the existing article

Tip: This is useful for keeping KB articles up-to-date with new information from recent tickets.

Best Practices