Turn a Slack support thread into a troubleshooting doc

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Support threads hold the answers your customers ask for again and again — but that knowledge stays trapped in Slack unless someone writes it down. This guide shows you how to turn a resolved support thread into a published troubleshooting doc without leaving Slack. @mention EkLine in the thread, and Docs Agent reads the conversation, drafts a troubleshooting guide, and opens a pull request you review and merge.

Before you begin

You need:

• An EkLine account with Docs Agent enabled.
• The Docs Agent Slack bot connected to your workspace.
• At least one documentation repository connected to EkLine.
• A resolved support thread — one where the problem and the fix are both visible in the conversation.

Convert the thread

1. Open the Slack thread where the team diagnosed and resolved the issue. The clearer the thread states the symptom and the fix, the better the draft.

2. Reply in the thread with an @EkLine mention that names the document type, the problem, and where the doc should live:

   @EkLine turn this thread into a troubleshooting guide for the API
   timeout error. Add it to the docs repo under troubleshooting, and
   describe the symptom, the cause, and the fix.

   The bot reacts with 👀 to confirm it picked up your request, then starts working.

3. Follow the bot’s progress in the thread. Docs Agent reads the thread, identifies the problem and the resolution, and drafts the guide. On the first reply, it adds a View EkLine chat button — click it to open the session in the editor, where you can refine the draft. Later replies end with a See the full chat link to the same session, so you can reopen it from anywhere in the thread.

4. Review the draft. Docs Agent posts an expandable, collapsed-by-default diff attachment in the thread so you can read the proposed changes without leaving Slack.

Name the repository and path

Your organization can connect more than one documentation repository. Docs Agent decides where the guide belongs, but you get a better result when you name the target repository and folder in your mention — for example, Add it to the docs repo under troubleshooting/.

Write an effective mention

A support thread is chatty, so tell the bot exactly what to produce. A specific mention keeps off-topic messages out of the draft.

Instead of…	Try…
”@EkLine document this"	"@EkLine write a troubleshooting guide for the failed webhook delivery issue in this thread"
"@EkLine make a doc"	"@EkLine turn this thread into a troubleshooting entry: symptom, cause, and resolution steps"
"@EkLine help"	"@EkLine document the workaround Priya described, and link the related Jira ticket”

Include specific details:

• State the document type: troubleshooting guide, how-to, or FAQ entry.
• Name the error or symptom the thread resolved.
• Point to the repository and folder where the guide belongs.
• Reference ticket or pull request URLs mentioned in the thread for extra context.

Reading linked tickets

Docs Agent reads a Jira ticket or Confluence page linked in the thread only when your organization has connected that integration. See Integrations to connect your tools.

What the bot reads from the thread

Docs Agent gathers context from the conversation to produce an accurate guide:

Context type	What the bot captures
Thread messages	Every reply in the thread
Channel messages	Messages surrounding the thread for extra context
Attachments	Images (JPEG, PNG, GIF, WebP), PDFs, and videos up to 100 MB each

Docs Agent keeps only the attachments relevant to your request and ignores the rest, so it picks up screenshots of the error while leaving unrelated files out.

Review and merge

1. Read the diff in the thread, or click View EkLine chat to open the draft in the editor.

2. Ask Docs Agent to refine anything that reads inaccurately. Reply in the thread with a fresh @EkLine mention — for example, @EkLine add a prevention section or @EkLine tighten the resolution steps to three bullets.

3. When the draft changes documentation files, Docs Agent opens a pull request automatically and includes the link in its reply. Open the pull request to finish the review on GitHub.

4. Merge the pull request to publish the troubleshooting guide.

Reviewer assignment

Docs Agent looks up the GitHub username of the person who triggered the session and adds them as a reviewer, alongside any default reviewers your organization configures.

Troubleshooting

Problem	Cause	Fix
The bot doesn’t respond	The bot acts only on @EkLine mentions	Reply in the thread with a fresh @EkLine mention. Plain replies without a mention are ignored.
The bot asks a clarifying question	Your request was ambiguous	Answer with another @EkLine mention. If you don’t, Docs Agent proceeds with its best guess after one round.
The draft mixes in off-topic messages	The mention was too general	Name the specific error and document type in your mention so the bot filters the conversation.
No pull request appears	The turn didn’t change documentation files, or auto-PR is off	Confirm the draft edits docs files. Check the Automatically raise PRs from Slack requests toggle under Settings > Organization > Docs Agent.
An attachment was ignored	The file is over 100 MB, an unsupported type, or unrelated to your request	Re-share the file under 100 MB in a supported format, and reference it in your mention.
The guide lands in the wrong place	Docs Agent chose a repository or folder you didn’t intend	Name the target repository and path in your mention, then ask the bot to move the file.

Next steps

• Docs Agent Slack bot — Connect the bot and learn how mentions, drafts, and diffs work.
• Create documentation — Generate docs from your codebase, videos, and other sources.
• Update and review — Keep documentation in sync with code changes.
• Integrations — Connect Slack, Notion, Jira, and other tools.