Official skill · Customer success

FAQ from support tickets

v1.0.1 · Updated 4 November 2026

Turns a batch of tickets or chats into an FAQ: questions in customer words, ranked by count, short answers, and flags for answers to confirm. Use it when you have a ticket or chat export and want the top questions answered.

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When to use it

You have a ticket or chat export and want the top questions answered
The help center misses what customers actually ask

What you give it

Ticket or chat text, ideally with agent replies
Current FAQ or help articles (optional)

What you get

A ranked FAQ draft with counts, short answers, confirmation flags, and the causes worth fixing.

How it works

Read every ticket and write its question in one line Use the customer's words, not the product team's: "Why was I charged twice?" not "Duplicate billing event". If a ticket asks 2 things, write 2 questions.
Cluster by the underlying question "Can I get my money back?" and "How do refunds work?" are one cluster. "Refund for an annual plan" and "refund after cancelling" are separate if the answer differs. Rule: same answer, same cluster.
Count and rank Count tickets per cluster. Sort by count, highest first. Clusters with 1 ticket go under "Seen once" unless the answer is about money, data loss or security.
Pick the question wording For each cluster, pick the most common phrasing from the tickets as the FAQ question. Keep it a question a customer would type into search.
Write the answer in 1 to 4 sentences Answer first, then the one condition or step that matters. Name buttons exactly as the product shows them, in bold. Take the answer from agent replies or docs given; never invent a policy, a price or a timeline.
Flag what needs confirmation Mark an answer "[confirm: product]" or "[confirm: policy]" when agents answered it differently from each other, when it depends on a rule you haven't seen, or when it promises money or time. Say what to confirm.
Note the fix behind the FAQ If a cluster has 5 or more tickets and comes from a confusing screen or a bug, add one line under "Fix the cause" so the FAQ isn't the only answer.

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