1. Anonymize the batch
Remove names, email addresses, order numbers, addresses, and secrets. Keep the ticket text, date bucket, product area, and current reply when available.
support queue / batch 24 · free workflow
Turn Support Tickets Into a Ranked FAQ and Policy-Gap Board
Paste a batch of anonymized support tickets and see which questions repeat, which replies conflict, and where a missing policy is creating another ticket.
repeat count is visibleinstant, inspectable source path
conflicting replies are keptnumbers do work in the object
policy gaps become questionssample data is labeled
What this replaces
ranks repeat questions by count and answer conflict, instead of generating a generic FAQ from the most recent ticket. The result is a small object you can inspect: it carries a count, a context row, and a next action instead of asking you to trust a paragraph.
Tool note. This workflow uses Google Gemini. Google’s Gemini entry point and official help pages were checked on September 12, 2026. Runners-up were a generic FAQ writer (no repeat count) and a ticketing platform report (requires service-specific data access). Use sample data first, then decide what information you are comfortable sending to an external AI tool.
The handoff
2. Ask for strict JSON
Ask Gemini for clusters, count, representative_quotes, conflicting_answers, policy_gap, and suggested_faq_question. Tell it not to invent a policy or expose customer data.
3. Review before publishing
A support lead should approve the answer and source it to an actual policy. A high count tells you what to review, not what the company must promise.
Prompt shape for the external tool: return only JSON in this form — {"heading":"…","metric":"…","rows":[{"label":"…","detail":"…","value":"…"}],"next":"…"}. The companion app below uses the same visible result shape locally and makes no AI request.
Try the queue board
Load a sample, replace it with your own notes, and inspect the generated object. Sample values are illustrative, not verified facts.
Loading the sample object…
What breaks first
A cluster merges two different intents
Require representative quotes and inspect the boundary of each cluster.
The answer is made up
Keep a policy source field and mark missing source as a gap.
Private data leaks into the board
Anonymize before pasting and avoid storing raw tickets in the companion app.
Boundary. Business workflow aid only: it does not create company policy, authorize compensation, or replace a privacy review. An accountable support or legal owner should approve any published answer.
Go deeper without losing the free path
The free board is complete on purpose. The companion app adds a tangible file, history, or handoff only after the result is useful: a print-ready FAQ review packet and saved monthly batches; 12 ticket rows × about 75 seconds of tagging = roughly 15 minutes avoided per batch
open the queue companion