Building an Open‑Source Support Tool That Turns Your Docs into Reusable Knowledge

Description and use

Building an open‑source support tool that turns community answers into reusable knowledge base articles, improving agent responses and reducing duplicate work.

Problem

Support teams often answer the same questions repeatedly, but useful details discovered during those conversations stay buried and are not reused.

Outcome

answerLoops streamlines the creation, review, and publication of support knowledge, turning ad‑hoc answers into reusable articles and improving agent response quality.

Workflow

• 1. Capture a customer question from Discord, Slack, GitHub, or Telegram. 2. Use a Mastra agent to draft a reply and score confidence. 3. If the answer is new, add it manually via Knowledge Base → Manage → Write an answer by hand, or import from documentation, files, GitHub, or Notion. 4. For resolved tickets, click Promote to KB to create a knowledge‑base article. 5. Review unanswered questions in the Review tab, approve or reject, and add to the KB. 6. Use the Knowledge coverage tab to test retrieval with Try a customer question. 7. Track article usage to identify gaps and improve content.

Evidence

I started building answerLoops to help me with that work.

Source

For knowledge‑based replies in the ticket pipeline, a Mastra agent generates a draft and a separate agent scores its confidence and whether it fully answers the question.

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An owner or admin can open Knowledge Base → Manage and use Write an answer by hand…

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The Promote to KB action lets an owner or admin turn that ticket’s question and answer into a knowledge‑base article.

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The Review tab captures questions that weren’t covered by the available knowledge.

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