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Question

Admin Copilot is recommending that I create articles that already exist

  • June 24, 2026
  • 7 replies
  • 82 views
D

I’m scanning through the recommendation from Admin Copilot and there are a number of “Create an article” suggestions. These are recommendations that I create articles for FAQs for which we already have articles. And when I click in the “Related tickets” for the recommendation, it’s quite clear that the AI Agent (Essentials) has replied appropriately to the end-user’s request based on the existing Help Center articles.

Our Help Center is 98% locked down - the only 2 anonymously viewable articles are “How to Use this Support Site” and “Legal Notices”. Everything else requires authentication, which is required by our InfoSec team due to the subject matter in our Help Center. Is Admin Copilot basing its recommendations solely on anonymously viewable articles? If so, it’s basically useless for us, and in fact, a distraction (since most of its recommendations are to create articles that exist).

    7 replies

    Maddie Hoffman

    Hey David, assuming this is about the Knowledge Copilot specifically, I’m going to move this question into the EAP group for that tool so you can get an answer from the Product Manager! 

    D

    This is NOT about the Knowledge Copilot. It is about the content recommendations Admin Copilot is making in the Admin Center. We are not in the Knowledge Copilot EAP.

    D

    ​@Maddie Hoffman Can you please put this post back where it was? This isn’t about Knowledge Copilot. This is about Admin Copilot.

    Maddie Hoffman

    No problem David, I moved to the AI forum category instead. Sorry for my confusion; I’ve not seen Admin Copilot ever make article suggestions before in my own test account and this sounds like behavior that would come from Knowledge Copilot instead. In any case, it sounds to me like this question is perhaps more likely to need an answer from product support than from our community. Would you like me to create a ticket for you from this post?

    D

    ​@Maddie Hoffman Sure, you can create a ticket. I’m pretty sure the answer is that it’s only looking at anonymous sources, as Admin Copilot seemed to imply that when I asked why it was recommending that I create articles that already existed and asked it to review the tickets it had suggested as the basis for new articles (where the AI Agent had replied based on existing content).

      D

      Spoke with support. Two issues:

      • Knowledge Copilot is improperly surfacing its recommendations in Admin Copilot, for accounts not in the EAP. This is a known issue and is being addressed (and may already have been, as I’ve gotten no new recommendations).
      • Knowledge Copilot seems to only be looking at anonymously accessible articles, not articles available to logged-in users, hence making incorrect recommendations. Hopefully that’s fixed before this capability is rolled to production.
      Brett Bowser
      • Brett BowserCommunity Manager
      • Community Manager
      • July 9, 2026

      ​@David Wexelblat glad you were able to get some answers from our support team 😀. Really appreciate you taking the time to share this information with others that may run into similar issues with content recommendations in Admin Copilot. 

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