Creating a Knowledge Base article directly from a support issue

Last updated: February 25, 2026

Overview

Pylon allows you to create a Knowledge Base article directly from a support issue without leaving the issue view. This is useful for quickly turning a support response into documentation.

How to Create an Article from an Issue

  1. Open the support issue that contains the answer you want to document.
  2. In the issue sidebar, locate the Resources section.
  3. From there, you can initiate the creation of a new Knowledge Base article. Pylon will use the issue context to pre-populate the article draft.
  4. Review and edit the generated content, then publish the article to your Knowledge Base.

Benefits

  • Eliminates the need to switch between the issue view and the Knowledge Base editor.
  • Reduces manual copy-pasting of content from support replies.
  • Supports a KCS (Knowledge-Centered Support) workflow where documentation is created alongside support interactions.

This feature is part of Pylon's broader Knowledge Base Gaps workflow, which also includes the ability to mark issues as "Needs Article" or "Needs Update" for batch documentation follow-up.