How to write knowledge your AI can actually use

The AI in TicketGenius only answers from what you give it. That makes your knowledge the most important part of the setup. Most wrong answers we see in tickets do not come from the model. They come from knowledge that is vague, outdated or spread across one long text.

Start with the question, not the topic

Members do not ask about topics. They ask questions. An entry called Roles covers too much. An entry called How do I get the Verified role? matches what people actually type.

Look at your last twenty tickets and write down the questions in the words members used. Those are your first entries.

One entry, one answer

Long entries mix several answers, and the AI has to guess which part is relevant. Split them up. If an entry needs headings, it is probably three entries.

Write it like your best moderator would

Write the answer you would want a member to read: direct, friendly and complete. Include the concrete steps, the channel names and the exact role names. The AI keeps your wording close, so the tone you write in is the tone members get.

• Be specific. “Open #verify and click the button” instead of “verify yourself”.
• Say what happens next. “You get the role within a minute.”
• Name the limits. “Refunds are possible within 14 days.”

Link guides instead of pasting them

If you already have a guide on your website or in a channel, add it as a link to the entry. The answer stays short and the member can read the full guide if needed.

Use problems for things that go wrong

Knowledge explains how things work. Problems describe a situation and its fix: “Bot does not respond in my channel”, “Payment went through but no role”. Keeping them apart helps the AI tell an explanation from a troubleshooting answer.

Retrain after every change

Changes to knowledge only reach members once the model is trained again. On the models page, a model with changes shows Outdated. Train it, and new tickets use the updated answers.