Create Skills with the AI Assistant
Ask the AI Assistant to write, fix, or turn a solved ticket into a Skill, right from chat.
The AI Assistant can create and update Skills itself. Tell it what you want in chat and it writes the Skill, saves it as a draft, and leaves it for you to review. No copying fields between tools, no opening the Skills page until you're ready to check its work.
This is the fastest way to get a Skill written, and it's especially useful right after the AI has done something wrong. You're already in the conversation where it went sideways, with the ticket and the context in front of you. Fixing the Skill there takes a sentence instead of a trip to the editor.
What the AI Assistant can do with Skills
| Action | What it does |
|---|---|
| Create | Writes a new Skill: name, description, trigger phrases, step-by-step instructions, and optionally the Agent Tools it uses and a customer scope. |
| Read | Loads a Skill's full instructions, drafts included, and tells you whether it's a draft or active. |
| Update | Edits an existing Skill in place: rewrites steps, changes scope, fixes a broken tool reference. |
| Search | Finds existing Skills by free text, across the firm or for one customer, including drafts if you ask. |
| Publish | Moves a draft to active. Only happens when you explicitly tell it to. |
When a Skill already covers the situation, the AI updates it in place instead of creating a new one. That's deliberate. Two near-duplicate Skills make it harder for the AI to pick the right one on the next ticket, so a fix belongs in the Skill that already exists, not in a new variant next to it.
Who can do this
The AI Assistant works with your permissions, not its own. If your role doesn't let you manage Skills, asking the AI won't get around that: it can't create or change a Skill for you either. That's the same rule as every other Agent Tool, and it's what keeps chat from becoming a side door into settings your role doesn't cover.
Create Skill and Update Skill show up on the Agent Tools page under the Uniportal integration, so admins control them like any other tool with a Mode:
- Automated: the AI saves the change as soon as you ask.
- Approval Required: the change waits for approval before it's saved. Publishing a draft goes through Update Skill, so this also gates publishing.
- Disabled: the AI can't create or change Skills from chat at all. Skills still work, and people with the right role can still edit them on the Skills page.
If you want everyone to be able to draft Skills but keep publishing tightly controlled, the draft default already covers most of that. Set Update Skill to Approval Required if you want a second pair of eyes on every edit to a live Skill too.
Drafts by default
Every Skill the AI Assistant creates is saved as a draft unless you explicitly tell it to publish. A draft doesn't apply to any ticket until someone moves it to active.
That's the safety net. A Skill changes how the AI behaves on every matching ticket from then on, so a person should read it before it goes live, the same way you'd review a procedure a new tech wrote before handing it to the whole team. If you're confident in it, say "publish it" and the AI will. Otherwise it stays a draft for someone to review on the Skills page.
Three ways to use it
Fix a Skill that didn't work
When the AI handles a ticket wrong, tell it what it should have done, right there in the chat:
The password reset Skill should have confirmed the lockout in NinjaOne before resetting anything. Update it so that's the first step.
The AI finds the Skill, rewrites the step, and saves the change. You don't have to know the Skill's name or open the editor. The ticket that exposed the problem is right there in the conversation, so your correction comes with the context that explains it.
Turn a solved ticket into a Skill
Once you've worked a ticket through with the AI, the procedure you just followed is sitting in the chat. Ask for it:
We just sorted out Pam's shared mailbox access. Turn what we did into a Skill for shared mailbox access requests.
The AI turns the steps that actually worked into a Skill, including the tools it called along the way. This is the cheapest Skill you'll ever write: the procedure has already been tested on a real ticket, which is the step most people skip.
Write a Skill from rough notes
You don't need a finished procedure. Give the AI your notes on how you want a scenario handled and ask it to write the Skill:
Make a Skill for new hire requests at Dunder Mifflin Scranton. Michael Scott has to approve before we buy a license. Create the user, add them to the Scranton group, and let Pam know at reception so she can set up their desk. Scope it to Dunder Mifflin only.
The AI fills in the structure: a name, a description that says when the Skill applies, trigger phrases, and numbered steps. Mention a customer and it scopes the Skill to that customer, the same as a customer-specific Skill you'd write by hand.
Review what it wrote
The AI writes a solid first draft, not a finished one. Before you publish, open the draft and check it against Creating good Skills, paying most attention to:
- The description. It decides whether the Skill fires at all. If it's broad, like "handles account issues," tell the AI to narrow it to the specific situation.
- Human approval steps. A Skill only asks for a human where its instructions say to. If a step should need sign-off, make sure the draft says so. Tool modes still apply on top of that.
- Scope. Confirm a customer-specific Skill is scoped to the right customer, and a firm-wide one isn't scoped to anyone.
You can ask for changes in chat too: "make step 3 two separate steps," "add Toby from HR as the approver." It's the same update, just before the Skill goes live instead of after.