Login as a agent and click on the agent dashboard.
Agent can view all the open tickets and click on the ticket that needs to be resolved.
Click on the support team section and provide the status for the ticket.
If the status is closed/resolved, scroll down to add this ticket to the knowledge base. Select the option as ‘Yes’ in Add to knowledge base.
Add ticket resolution notes in details which will be moved to the knowledge base.
Click on submit button and the ticket will be added as a article to the knowledge base.