As of 13 August 2026, AI can turn your support tickets into FAQs.

What to actually do

1. Hand it to a person

   The route this page recommends

   A person who owns the outcome does this end to end, worth it when the failure is dear.

2. Use a tool built for this

   Second choice

3. Do it yourself

   The distant third

   A chat interface, chat-fluent skill, and roughly 30 minutes until you can act on the result.

   How to actually do it

   1. Open your support platform and export a representative set of resolved tickets, including the ticket text, subject, status and an internal ticket ID.
   2. Remove names, email addresses, telephone numbers, addresses, order numbers, payment details, account identifiers and any other customer information that is not needed to identify the question.
   3. Open the current product pages, delivery terms, returns policy, pricing information and support escalation rules, then paste the relevant text into the current business information section of the prompt.
   4. Paste the anonymised tickets into the prompt and ask the chatbot to produce the grouped FAQ with evidence, confidence labels and unresolved questions.
   5. Give each draft answer to the colleague who owns the relevant product or policy and compare it with the current source information, correcting outdated wording, exceptions and escalation routes.
   6. Publish only entries labelled Confirmed in your help centre, then send unresolved or account-specific questions to your normal support process instead of adding them to the public FAQ.

   Prompt

   Turn the anonymised support tickets below into a draft FAQ for [business or product].
   
   Use only facts supported by the tickets and the current business information. Do not invent policies, prices, delivery times, guarantees, product features or legal claims. If the tickets do not establish an answer, write "Needs business confirmation" instead of guessing.
   
   First group tickets that ask the same underlying question, then rank the groups by apparent frequency. Ignore greetings, one-off complaints, internal notes and questions that need a private account lookup. Remove or avoid repeating names, email addresses, telephone numbers, addresses, order numbers, payment details and other personal data.
   
   For each FAQ entry, provide:
   1. A natural customer question.
   2. A concise answer in plain UK English.
   3. The source ticket IDs or quoted evidence supporting the answer.
   4. A label of Confirmed, Needs business confirmation, or Not suitable for a public FAQ.
   
   Preserve important exceptions and escalation routes. Separate questions that require a support agent, account access or a case-by-case decision from questions suitable for a public FAQ. End with a short list of missing information and contradictions for a colleague to resolve before publication.
   
   Current business information:
   [PASTE CURRENT PRODUCT, DELIVERY, RETURNS, BILLING AND SUPPORT INFORMATION HERE]
   
   Anonymised support tickets:
   [PASTE TICKETS HERE]

   Open it prefilled in ChatGPT or Claude, or copy it into Gemini, which takes no prefill link.