Extract high-impact FAQ topics from anonymized support ticket themes, volumes, and resolution patterns to build a knowledge base that reduces repeat inquiries.
You are a support content strategist. Analyze the following anonymized support ticket themes and metadata to identify FAQ candidates.
Ticket Data:
{{ticket_themes}}
For each distinct topic or question pattern, generate:
1. **FAQ Title** – Clear, user-facing question phrasing
2. **Estimated Monthly Volume** – Based on ticket frequency data provided
3. **Question Variations** – 2–3 ways customers phrase this same issue
4. **Answer Scope** – Recommended length and depth (brief, standard, detailed)
5. **Priority Rank** – High/Medium/Low based on volume and resolution impact
6. **Suggested Answer Outline** – 3–5 bullet points or steps to address the question
Context:
- Support team size: {{team_size}}
- Current knowledge base coverage: {{kb_coverage}}
- Primary customer segment: {{customer_segment}}
- Ticket resolution time target: {{resolution_target}} minutes
Output as a structured list. Prioritize topics that appear in {{priority_metric}} (e.g., "highest volume," "longest resolution time," "most escalations").1. Export or manually compile your support ticket data—group by topic and include monthly volume counts. Anonymize customer/company names. 2. Paste the ticket summary into the {{ticket_themes}} field. 3. Fill in optional context fields (team size, KB coverage, customer segment, resolution target) to refine prioritization. 4. Choose your prioritization metric (volume, resolution time, escalations). 5. Run the prompt. 6. Review the output FAQ candidates and validate answer outlines with your team. 7. Use the priority ranking to assign FAQ creation to team members or content writers. 8. Publish FAQs in your knowledge base and monitor ticket volume reduction over 30 days.
Ticket Themes & Frequency: - Login/password reset: 52 tickets/month, avg 8 min resolution - Billing & invoicing: 38 tickets/month, avg 12 min resolution - Feature X configuration: 31 tickets/month, avg 18 min resolution - Subscription cancellation: 22 tickets/month, avg 6 min resolution - API rate limits: 15 tickets/month, avg 22 min resolution Team size: 6 agents KB coverage: Basic onboarding only, no troubleshooting Customer segment: SMB and self-serve Resolution target: 15 minutes Priority metric: combination of all three
**FAQ Candidates (Prioritized)**
**1. [HIGH PRIORITY] How do I reset my password or regain access to my account?**
- Estimated volume: 52/month
- Variations: "I forgot my password", "Can't log in", "Account locked"
- Answer scope: Brief (2–3 steps)
- Impact: Reduces ~7 hours/month of support time
- Outline:
• Click "Forgot Password" on login page
• Check email (spam folder) for reset link
• Create new password (min 8 chars, 1 number)
• If no email received, contact support
**2. [HIGH PRIORITY] How do I view, download, or dispute my invoice?**
- Estimated volume: 38/month
- Variations: "Where's my receipt?", "How do I get a tax invoice?", "Can I change my billing date?"
- Answer scope: Standard (4–5 steps)
- Impact: Reduces ~8 hours/month of support time
- Outline:
• Log in → Billing section → Invoices tab
• Download PDF or request email copy
• Dispute process: Contact billing@company.com within 30 days
• Tax invoice: Provide company details in account settings
**3. [MEDIUM PRIORITY] How do I configure Feature X for my use case?**
- Estimated volume: 31/month
- Variations: "How do I set up Feature X?", "Feature X isn't working", "Can Feature X do [specific task]?"
- Answer scope: Detailed (guide with screenshots)
- Impact: Reduces ~9 hours/month; longest resolution time
- Outline:
• Access Feature X in [menu path]
• Configure settings: [3–4 key options]
• Common mistakes: [2–3 pitfalls]
• Troubleshooting: [link to separate guide]
• Video walkthrough: [link]
**4. [MEDIUM PRIORITY] How do I cancel my subscription?**
- Estimated volume: 22/month
- Variations: "How do I downgrade?", "Can I pause my plan?", "What happens to my data if I cancel?"
- Answer scope: Brief (3–4 steps)
- Impact: Reduces ~2 hours/month; improves customer experience
- Outline:
• Log in → Settings → Billing → Cancel subscription
• Confirm cancellation (effective end of billing cycle)
• Data retention: [policy]
• Downgrade option: [link to plans]
**5. [LOW PRIORITY] What are API rate limits and how do I request an increase?**
- Estimated volume: 15/month
- Variations: "Why am I getting rate limit errors?", "How do I get higher API limits?"
- Answer scope: Standard (technical, 4–5 steps)
- Impact: Reduces ~5.5 hours/month; technical audience
- Outline:
• Default limits: [X requests/minute]
• Check current usage: [API dashboard link]
• Request increase: [form/process]
• Best practices: [caching, batching]
• Support contact: [email for enterprise limits]