Every support team has the same problem: the same questions show up again and again. The fix isnāt more agentsāitās turning what youāve already answered into something customers can find instantly.
Cut repeat tickets. Give customers answers instantly.
If customers keep asking the same āHow do Iā¦?ā questions, your support inbox already contains your best FAQ. In under an hour, you can turn last weekās solved tickets into a clean help page and publish that OR, even better, you could then plug that into an AI support SaaS so customers get instant answers before they open a new ticket.
Step 1: Export the last 7 days of solved tickets
Keep only the conversation text (customer + agent). Remove IDs, tags, internal notes, and anything that isnāt dialogue. Strip personal info like names, emails, order numbers, and addresses. Save it as support_raw.txt.
Step 2: Generate your first draft FAQ in ChatGPT
Paste this prompt, then paste the transcript:
You are a customer-support analyst. Create a public FAQ from the chat log below. Group similar questions. Use H3 headings. Keep answers under 120 words. Write in plain language.Step 3: Clean it up (fast)
Scan for duplicates and internal-only links (admin URLs, internal docs). Then run:
Remove duplicate questions. Delete internal-only links (anything with /admin or āinternalā). Keep the same headings.Step 4: Spot-check the top 5 questions
Verify answers against your docs and the live product flow. If one answer is wrong, fix only that entry:
Update FAQ #__ using this correct info: ____. Keep everything else unchanged.Step 5: Publish + automate support with an AI SaaS
Once your FAQ is live, you have two good paths:
- Traditional support AI (best if you already use a helpdesk):Tools like Intercom Fin, Zendesk AI, and Forethought can answer directly inside your support chat widget using your help center content, deflect repetitive tickets, and hand off to agents when needed.
- āBring-your-own-knowledgeā chatbots (best for a fast fan/customer FAQ bot):Tools like CustomGPT (and similar āupload your docs + get a chatbotā platforms) let you upload your FAQ, docs, and even cleaned ticket exports to create a branded chatbot you can embed on your siteāoften with less setup than a full helpdesk workflow.
š Key takeaway: One export, one clear prompt, one cleanup rule, and one targeted accuracy pass turns raw support chats into a polished FAQāthen an AI SaaS can serve those answers 24/7 so customers get clarity before they file another ticket.
More info on this topic can be found at – Microsoft: Using ChatGPT for creating FAQs and help documents
