Capability template for customer support and service
Help article from a resolved issue
Turn every answer your team works out once into an article the next customer finds on their own. Hand over a resolved ticket and your list of articles; get back a draft in your customers' words, with their details removed and every step traced to the ticket. Your knowledge-base owner decides what goes live.
The outcome
An agent solves a tricky problem on Wednesday, and by the following week the fix is a help article any customer can find by typing what they see. The draft arrives with the title, the steps and the search terms already in your customers' language, the customer who raised it nowhere in sight, and each statement linked back to the message in the ticket it came from.
Beside the draft sit the notes your knowledge-base owner needs: which steps someone still has to try, what was kept internal and why, which existing articles overlap, and whether this should be a new article or an update to one you already have. One solved ticket becomes an answer that keeps working, and your team stops solving the same problem over and over.
Who starts the work, and when
The support agent who resolved the issue starts it once the ticket is closed and the fix is confirmed, usually when the same question has come in more than once. A knowledge-base owner can also start it from a ticket they spot in the queue. It runs once per resolved issue. The knowledge-base owner reads the draft, sends it to a subject expert where your rules call for one, has a colleague follow the steps, and decides whether and where it is published.
What they supply
- The resolution record: the ticket thread with its internal notes, showing what fixed the problem.
- A short note on why it deserves an article and how often it comes up.
- Your list of existing articles, exported with its titles, categories and tags.
- Your help-centre style guide, if you have one.
- Your settings: who owns the knowledge base, who checks each product area, your audiences and categories, and how often articles are reviewed.
What comes out
- A recommendation: a new article, or an update to a named one, with what changes.
- The draft article: title, type, category, audience, tags and search terms, then the article itself in one of four shapes: how-to, troubleshooting, question and answer, or known issue.
- A trace linking every statement and step to its source.
- The customer details removed, by kind and where they appeared, without repeating them.
- What was kept internal, such as staff-only tools or plans with no approved date, and why.
- Notes before publishing: steps to try, the review needed, overlapping articles, screenshots to take from a test account, questions, the review date and the approval line.
A good draft can be checked against the ticket in a few minutes, and a customer who never saw the ticket can follow it to the end.
An invented example
Illustrative example with invented data. The company, the customer, the staff, the tickets, the articles and every document below are invented. Company H is an invented 20-person company that sells time-tracking and invoicing software to small agencies; Client W is an invented customer. First come the inputs the support agent supplied, in full, then the draft the capability returned.
The inputs
1. The resolution record
TICKET 2318
Opened: Wednesday 4 November 2026, 10:14. Resolved: Thursday 5 November
2026, 15:40.
Customer: Ana, office manager, Client W. Account AW-4471.
Message 1. Customer, Wednesday 4 November, 10:14
Hi, I changed our logo under Settings > Company yesterday, but every
invoice I make still has our old logo on it. I sent INV-0932 to
Client P this morning and it went out with the old one. Screenshot
attached. Can you help?
Ana, Client W
ana@clientw.example, 555-0142
Attachment: clientw-inv-0932.png
Message 2. Support (Sam), Wednesday 4 November, 11:02
Hi Ana, thanks for the screenshot. Each invoice template keeps its own
copy of the logo, so changing it under Settings > Company does not
change your templates. Go to Settings > Invoice templates, open the
template you use, and under Logo choose Use company logo, then Save.
Do this for each template you use. Invoices made before the change keep
the old logo; to update one, open it and choose More > Regenerate PDF.
Sam
Message 3. Customer, Wednesday 4 November, 14:30
Done for both of our templates, and a new invoice shows the new logo.
But I regenerated INV-0932 and it still shows the old one.
Internal note. Support (Sam), Wednesday 4 November, 14:52
Cleared the PDF cache for AW-4471 from the admin console. Only staff
can do this. Not sure whether Regenerate PDF should have worked on its
own. Asked Kai.
Message 4. Support (Sam), Wednesday 4 November, 14:55
I've made a change on our side. Could you regenerate INV-0932 once
more?
Message 5. Customer, Thursday 5 November, 09:20
Regenerated again and the new logo is there now. Thanks.
Internal note. Support (Sam), Thursday 5 November, 15:38
Kai says engineering plans to make templates follow the company logo
automatically in a later release. No date. Do not tell customers.
Kai has not answered on the cache yet. Only account admins can see
Settings > Invoice templates.
Resolution. Thursday 5 November, 15:40
Fix: Use company logo on each invoice template; regenerate older
invoices. PDF cache cleared by support for this account.
2. The note from the person running it
From Sam, support agent, Monday 9 November 2026:
Third ticket on this in two weeks (2290, 2297, 2318). Worth an article.
Maybe it belongs in KB-104?
3. The list of existing articles (exported)
article_id,title,category,tags,last_updated,owner
KB-104,Add or change your company logo,Account settings,logo; branding; company details,2026-03-12,Support lead
KB-131,Create and edit invoice templates,Invoicing,invoice template; layout; invoice PDF,2026-06-02,Support lead
KB-150,Resend an invoice to a client,Invoicing,resend; email invoice,2026-08-19,Support lead
4. The help-centre style guide
HC-2, dated 1 September 2026
1. Address the reader as "you". Sentence-case headings.
2. Menu paths in bold, with ">" between levels: **Settings > Company**.
3. Never "simply", "just" or "easy".
4. Body under 300 words.
5. End every article, above Related articles, with: "Need more help?
Contact support from **Help > Contact us**."
6. Refer to other articles by their title, with the article ID in
brackets.
5. Settings
Knowledge-base owner: Ren, support lead.
Subject expert, invoicing: Kai, product specialist. Reviews any article
that explains why something happens, or that relies on a step the
customer did not confirm.
Audiences: All users; Account admins.
Categories: Account settings; Invoicing; Time tracking; Billing and
plans.
Review interval: six months from today, moved to the next working day
if it falls on a weekend.
Today: Monday 9 November 2026.
Extra customer details: none.
Security role: Ren, support lead. Escalation role: operations director.
Approved product facts: none supplied.
The output
HELP ARTICLE DRAFT: Invoices still show the old logo after you change it
Status: Draft for Ren, support lead. Not published. Ready for review
Source: Ticket 2318, resolved Thursday 5 November 2026. Fix confirmed by
the customer, Thursday 5 November 2026.
How often: third ticket in two weeks (Sam's note: 2290, 2297, 2318).
Style: HC-2, 1 September 2026. Body: 179 words against a limit of 300.
Recommendation: New article
ARTICLE
Title: Invoices still show the old logo after you change it
Type: Troubleshooting
Category: Invoicing
Audience: Account admins
Tags: logo; invoice template; invoice PDF; branding
Search terms: invoice still has old logo; changed logo; old logo on
invoice; logo not updating on invoices. Exact error text: none in the
record
# Invoices still show the old logo after you change it
Changed your company logo, but your invoices still carry the old one?
The fix is in your invoice templates, and you need to be an account
admin to make it.
## What you see
- You changed your logo under **Settings > Company**.
- New invoices still show your old logo.
## Why it happens
Each invoice template keeps its own copy of your logo. Changing the
logo under **Settings > Company** does not change your templates.
## How to fix it
1. Go to **Settings > Invoice templates**. Only account admins see
this page.
2. Open the template you use.
3. Under **Logo**, choose **Use company logo**.
4. Select **Save**.
5. Repeat for each template you use.
New invoices made from that template now show your new logo.
## Invoices made before the change
Invoices made before you changed the template keep the old logo. To
update one, open it and choose **More > Regenerate PDF**. To send it
again, see Resend an invoice to a client (KB-150).
## If that does not work
If a regenerated invoice still shows the old logo, contact support.
Need more help? Contact support from **Help > Contact us**.
## Related articles
- Add or change your company logo (KB-104)
- Create and edit invoice templates (KB-131)
- Resend an invoice to a client (KB-150)
TRACE
1. Title and opening: the old logo stays after a change — message 1,
Wednesday 4 November, customer.
2. The fix is in the invoice templates — message 2, Wednesday
4 November, support. Account admins only, in the opening and step 1
— internal note, Thursday 5 November, support.
3. What you see: logo changed under Settings > Company, new invoices
still show the old one — message 1, Wednesday 4 November, customer.
4. Why it happens: each template keeps its own copy — message 2,
Wednesday 4 November, support.
5. Steps 1 to 4: Settings > Invoice templates, open the template, Use
company logo, Save — message 2, Wednesday 4 November, support.
6. Step 5: repeat for each template — message 2, Wednesday 4 November,
support; done for two templates in message 3, Wednesday 4 November,
customer.
7. New invoices show the new logo — message 3, Wednesday 4 November,
customer.
8. Older invoices keep the old logo; More > Regenerate PDF — message 2,
Wednesday 4 November, support. Not confirmed on its own: see Check
the steps.
9. Resend an invoice to a client (KB-150) — article list.
10. If that does not work: contact support — message 3, Wednesday
4 November, customer (regenerated invoice still showed the old
logo); internal note, Wednesday 4 November, support (only staff can
clear the cache); message 5, Thursday 5 November, customer (new
logo after that).
11. Closing line — style guide HC-2, rule 5.
12. Related articles: KB-104, KB-131, KB-150 — article list.
CUSTOMER DETAILS REMOVED
- Customer's name and job title: ticket header, messages 1 and 2. Not
carried into the article.
- Customer's company name: ticket header and message 1. Not carried
into the article.
- Email address and phone number: message 1. Not carried into the
article.
- Account number: ticket header and internal note, Wednesday
4 November. Not carried into the article.
- The customer's own client: message 1. Not carried into the article.
- Invoice number: messages 1, 3 and 4. Not carried into the article.
- Screenshot and its file name: message 1. Not carried into the
article.
- Ticket numbers: ticket header and Sam's note. Not carried into the
article.
- Dates of the case: every message. Not carried into the article.
KEPT OUT OF THE ARTICLE
- Clearing the PDF cache from the admin console (internal note,
Wednesday 4 November: only staff can do it). The article says to
contact support instead.
- Engineering's plan to make templates follow the company logo (internal
note, Thursday 5 November: no date, and not to be told to customers).
- Support staff names (messages 2 and 4, both internal notes).
BEFORE PUBLISHING
Check the steps: a colleague who did not work on ticket 2318 follows
the steps once on a test account, from changing the logo under
Settings > Company to regenerating an invoice made before the change.
Not confirmed: More > Regenerate PDF on its own. In ticket 2318 the
regenerated invoice still showed the old logo (message 3) until support
cleared the cache (internal note, Wednesday 4 November), and showed the
new logo after that (message 5).
Expert review: Kai, product specialist (invoicing). The article
explains why the old logo stays, and the regenerate step was not
confirmed by the customer on its own; the settings call for review in
both cases.
Overlapping articles:
- KB-104, "Add or change your company logo": covers changing the logo,
not why invoices keep the old one. Sam's note asks whether this
belongs in KB-104; it is a different problem from KB-104's task, so a
separate troubleshooting article is recommended, with one line added
to KB-104 linking here. Ren decides.
- KB-131, "Create and edit invoice templates": templates are where the
fix is made; linked under Related articles. Its text was not
supplied, so whether it mentions Use company logo is not known.
- KB-150, "Resend an invoice to a client": linked for sending a
regenerated invoice again.
Screenshots: None required by HC-2. If one is added: the Logo option on
Settings > Invoice templates, taken from a test account, never from the
customer's attachment.
Sections left out: None
Questions for Kai, product specialist: Should More > Regenerate PDF
show the new logo without support clearing the cache? If it should,
is the "If that does not work" section still needed? If it should not,
the steps change before publishing.
Questions for Ren, support lead: Add the line to KB-104 linking to this
article? Does KB-131 need a mention of Use company logo?
Review date: Monday 10 May 2027, six months from Monday 9 November 2026
(Sunday 9 May 2027 moved to the next working day).
Approval: Ren, support lead, approves before the article is published.
Prepared for Sam, support agent. Nothing has been published, edited or
sent by the assistant, and the ticket is unchanged.
Not completed, and what is needed: whether More > Regenerate PDF works
without support clearing the cache (Kai's answer).
Where it fits
- Customer support and service, where the same question arriving three times means an article is missing.
- Marketing and content, where the help centre is writing your customers go looking for.
- Software technology, where settings, error messages and workarounds change with every release.
- E-commerce and retail, for orders, deliveries and accounts that customers would rather sort out themselves.
- Professional services, where client portals and billing questions repeat across every client.
- Established businesses, where years of answers sit in closed tickets instead of the help centre.
What has to change for your company
Write down your help-centre style, even a short one: how menu paths look, the closing line, the length limit. Name the knowledge-base owner who approves every article, and the product areas that need a subject expert's review. Export your article list with the column headers the template expects, or tell it yours. Decide which customer details count beyond the usual ones, such as project names your customers use. Name who handles a security issue, because those never become public articles. Decide which ticket content the AI assistant may be shown, on ChatGPT, Claude, Copilot or Gemini. Your team keeps control of everything published in your name.
What has been checked
Fully Powered AI wrote this capability template. It was editorially reviewed on 9 November 2026. It was tried on its invented example in Claude on 9 November 2026, and the record of that run is published with it. The run was not blind: the example's output had been seen before the run's own output was written. Small clarifications made after the run, listed in the record, have not been run again. It has not yet been tested in a client environment. It has not yet been tested as a packaged version in ChatGPT, Claude, Copilot or Gemini.
Testing in your environment means running it on tickets your team has already turned into articles, plus hard cases written in advance, each with its expected behavior: a fix only staff could apply, a step that did not work for the customer on its own, an error message that contains the customer's file name, an issue that touches exposed personal data. Pilot acceptance-test preparation builds that test set, and What we test before we call an AI workflow ready shows the record.
The full capability template
Everything above is the outline. The complete capability template is the working version: the roles, the inputs, the procedure, the exceptions and stop conditions, the output format, the reviewer checklist, the acceptance tests, the instructions for an AI assistant and what to customize for your company. It comes with a download and the link to its folder in Fully Powered’s public repository.
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