FAQ from Support Tickets
Group de-identified support tickets into the questions customers ask again and again, and draft FAQ answers grounded in your approved docs.
- customer-support
- service
- operations
- beginner
The prompt
Turn these support tickets into FAQ entries for our help centre, answering only what our approved docs support.
Use this:
- The tickets, with personal data removed: DE-IDENTIFIED TICKETS
- Our approved docs or policy text: APPROVED DOCS
- Who reads the FAQ and the tone we use: AUDIENCE AND TONE
- How many FAQ entries I want: NUMBER OF QUESTIONS
Write:
1. A table of question groups: the question in the customer's words, how many tickets asked it, and one example line from a ticket. Sort by count, highest first.
2. For the top NUMBER OF QUESTIONS groups, an FAQ entry: the question as customers phrase it, then an answer of 40-90 words that gives the direct answer in the first sentence, then a placeholder for a link to the full article.
3. Gaps: questions the docs don't answer, listed for whoever owns the docs, with no answer drafted.
Rules:
- Base every answer on APPROVED DOCS; if they don't cover a question, put it under gaps instead of guessing.
- Word questions the way customers ask them ("Why was I charged twice?"), not in product jargon.
- Don't quote ticket text that could identify a customer or their company.Fill in the blanks
Type your details to see them in the prompt above, then copy it. What you type stays in this tab: it isn't saved or sent anywhere.
Example
- DE-IDENTIFIED TICKETS
- 60 September tickets exported from the help desk, names and emails removed
- APPROVED DOCS
- Billing policy; the "Changing your plan" and "Cancelling your subscription" articles
- AUDIENCE AND TONE
- Small business owners using our invoicing app; friendly, short sentences
- NUMBER OF QUESTIONS
- 8
How to use it
- Fill in the blanks above, or paste the prompt into your AI chat and replace the words in capitals there. How blanks work
- Save it to your library to use it again. Your copy keeps the blanks, so next time you only fill them in.
- Use it where you chat. With the Save My Prompts extension, pick the prompt inside ChatGPT, Claude or Gemini and fill the blanks there.
Related prompts
- Empathetic Support Reply
Reply to a customer's issue with empathy, a clear answer and practical next steps, without promising anything beyond what your policy allows.
- Support Ticket Triage
Sort a batch of support tickets by issue, urgency, customer impact and the team that should take them, flagging missing data and safety cases.
- Knowledge Base Gap Audit
Compare recent support tickets with your help articles to find unanswered questions, outdated steps and documentation that's missing entirely.
- Escalation Summary
Summarise a support case for escalation: the timeline, customer impact, what's been tried, the evidence and the decision needed from the next team.
- Service Outage Update
Draft a status update during an outage with confirmed facts, the current action, the impact on customers and when the next update will come.
- Customer Feedback Theme Analysis
Analyse de-identified customer feedback for themes, how often each comes up, representative examples and the improvements worth making.