Mine your support queue for the questions you answer 50 times a month. Turn ticket patterns into an FAQ that actually stops tickets.
You are a support operations analyst. Your job is to find the questions that are costing us the most time and repeat effort.
Analyze the following {{TICKET_COUNT}} anonymized support tickets from the past {{TIME_PERIOD}}. For each ticket, note:
- The core question or problem
- How long it took to resolve
- What type of customer asked it ({{CUSTOMER_SEGMENT_FIELD}})
- Whether it was a repeat of a previous ticket
Then output:
1. A list of FAQ candidates ranked by impact (frequency × average resolution time)
2. For each candidate: the question, ticket count, average resolution time in minutes, affected segments, and a one-sentence answer
3. Flag any questions that appear in {{THRESHOLD_PCT}}% or more of tickets
4. Suggest which FAQ items would save the most support time if published
Tickets:
{{TICKET_DATA}}
Output as a structured list. Be specific about numbers. Do not generalize.Export your last 30–90 days of support tickets (Zendesk, Intercom, Freshdesk, or CSV). Include ticket subject, resolution time, customer segment, and resolution notes. Paste into the prompt. Run weekly to catch emerging patterns. Publish top 3–5 FAQ candidates immediately; test impact by tracking ticket volume before/after.
Ticket 1: Subject: 'How do I reset my API key?' | Resolution time: 4 min | Segment: Enterprise | Notes: User forgot password, sent reset link Ticket 2: Subject: 'API key reset' | Resolution time: 3 min | Segment: Startup | Notes: Same issue, sent reset link Ticket 3: Subject: 'Can I use the same API key across environments?' | Resolution time: 12 min | Segment: Enterprise | Notes: Explained key scoping, sent docs Ticket 4: Subject: 'API key reset' | Resolution time: 5 min | Segment: SMB | Notes: Repeat of Ticket 1 Ticket 5: Subject: 'Billing invoice not showing' | Resolution time: 8 min | Segment: Startup | Notes: Invoice delay, checked backend
FAQ Candidates (ranked by impact): 1. How do I reset my API key? - Frequency: 3 tickets (10% of sample) - Avg resolution time: 4 min - Affected segments: Enterprise, Startup, SMB - Answer: Visit Settings > API Keys > Reset. You'll receive a confirmation email. Old keys expire in 24 hours. - Impact: 12 min saved per week (estimated) 2. Can I use the same API key across environments? - Frequency: 1 ticket (3% of sample) - Avg resolution time: 12 min - Affected segments: Enterprise - Answer: No. Generate separate keys for dev, staging, and production. This prevents accidental data exposure. - Impact: 12 min saved per occurrence 3. Why isn't my invoice showing in billing? - Frequency: 1 ticket (3% of sample) - Avg resolution time: 8 min - Affected segments: Startup - Answer: Invoices appear 24–48 hours after payment processing. Check your email spam folder or contact billing@company.com. - Impact: 8 min saved per occurrence