FAQ
FAQ From Real Tickets
Cluster ticket themes into an FAQ with short answers, links, and the tickets that still need a human.
The Prompt
faq-from-real-tickets.md
Build an FAQ from real support volume. Product: {{product}} Ticket / chat themes (paste or bullet): {{tickets}} Policies that answers must follow: {{policies}} Help centre URLs if I have them: {{urls}} Output: 1. 8 - 12 FAQ items: question in the customer's words, answer in ours 2. Tag each as self-serve vs needs a human 3. Suggested help-centre slug 4. Gaps: questions in the tickets we cannot answer from {{policies}} Keep answers under 80 words. Do not invent policy.
Negative prompt
Included when you copy the prompt
Do not invent return windows, refund rules, SLAs, prices, or feature behaviour not stated in {{policies}}. Do not write marketing copy or long essays. Do not merge unrelated ticket themes into one vague FAQ. Do not mark a question self-serve if a human decision (exception, billing dispute, account takeover) is required. Do not invent help-centre URLs - only use {{urls}} or suggest a slug.
Fill in your details below - this prompt updates as you type, then copy it.
Fill in your details
0 of 4 filled. Preview updates as you type - then copy the finished prompt (negative prompt included when present).
faq-from-real-tickets.md
Prompt preview
Build an FAQ from real support volume. Product: {{product}} Ticket / chat themes (paste or bullet): {{tickets}} Policies that answers must follow: {{policies}} Help centre URLs if I have them: {{urls}} Output: 1. 8 - 12 FAQ items: question in the customer's words, answer in ours 2. Tag each as self-serve vs needs a human 3. Suggested help-centre slug 4. Gaps: questions in the tickets we cannot answer from {{policies}} Keep answers under 80 words. Do not invent policy.
Examples
Example input
Product: Northline running shoes (DTC store) Tickets: - "When will my exchange ship?" - "Can I return after 30 days if they blister?" - "Wrong size - do I pay return shipping?" - "Order shows delivered but I don't have it" - "Do you restock the red pair in EU 43?" Policies: 30-day free returns from delivery; exchanges free once; after 30 days store credit only if unworn with tags; delivered-not-received → open claim with carrier within 7 days; restocks not guaranteed. URLs: https://help.northline.example/returns , https://help.northline.example/shipping
What you should get
FAQ (sample items): 1. Q: When will my exchange ship? A: Once we receive your return, exchanges usually ship within 2 business days. Track both legs from your order email. Tag: self-serve · slug: /exchanges-timeline · link: returns 2. Q: Can I return after 30 days if they blister? A: Past 30 days we can offer store credit for unworn pairs with tags still on. Worn pairs for fit/comfort issues need a human review. Tag: needs a human · slug: /returns-after-30-days 3. Q: Wrong size - do I pay return shipping? A: Size exchanges include free return shipping once per order. Use the portal link in your delivery email. Tag: self-serve · slug: /free-size-exchange · link: returns Gaps: restock dates for specific SKUs (not in policy); stolen-package exceptions beyond the 7-day claim window.
When to use this prompt
Use it when
- You need help with support leads.
- You need help with cx writers.
Skip it when
- You only need a one-line ask with no constraints, format, or context.
- You cannot supply the fill-in details the template asks for.
- A different category or tool-specific workflow fits the job better.
How to get a good result
Done when
FAQ (sample items): 1. Q: When will my exchange ship? A: Once we receive your return, exchanges usually ship within 2 business days. Track both legs from your order email. Tag: self-serve · slug: /exchanges-timeline · link: returns 2. Q: Can I return after 30 days if they blister? A: Past 30 days we can offer store credit for unworn pairs with tags still on. Worn pairs for fit/comfort issues need a human review. Tag: needs a human · slug: /returns-after-30-days 3. Q: Wrong size - do I pay return shipping? A: Size exchanges include free return shipping once per order. Use the portal link in your delivery email. Tag: self-serve · slug: /free-size-exchange · link: returns Gaps: restock dates for specific SKUs (not in policy); stolen-package exceptions beyond the 7-day claim window.
Common mistakes
- Leaving product, tickets, policies vague - the model then invents placeholders.
- Asking ChatGPT, Claude, or Gemini for a shorter answer after a long structured prompt - that throws away the format rules.
- Stopping when the first draft appears instead of checking it against the success criteria below.
FAQ
- What do I fill in before I copy this prompt?
- Replace these placeholders with your details: product, tickets, policies, urls. Required fields are marked on the page. The prompt text updates as you type.
- Which AI tools is this prompt written for?
- It works best with ChatGPT, Claude, Gemini. Copy the filled prompt and paste it into the tool you already use.
- What should a good result look like?
- FAQ (sample items): 1. Q: When will my exchange ship? A: Once we receive your return, exchanges usually ship within 2 business days. Track both legs from your order email. Tag: self-serve · slug: /exchanges-timeline · link: returns 2. Q: Can I return after 30 days if they blister? A: Past 30 days we can offer store credit for unworn pairs with tags still on. Worn pairs for fit/comfort issues need a human review. Tag: needs a human · slug: /returns-after-30-days 3. Q: Wrong size…
- What are common mistakes with this prompt?
- Leaving product, tickets, policies vague - the model then invents placeholders. Asking ChatGPT, Claude, or Gemini for a shorter answer after a long structured prompt - that throws away the format rules. Stopping when the first draft appears instead of checking it against the success criteria below.
Best for
- Support leads
- CX writers
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