Generate dynamic FAQs from support tickets

Step 1: Set up a Zap to capture relevant support tickets

First, we'll create a Zap that triggers when a new support ticket is created in your ticketing system and meets specific criteria. This will help us filter out personal queries and focus on product-related questions that are suitable for FAQs.

Start by logging into your Zapier account and clicking the "Create Zap" button.

For the trigger, choose your ticketing system (e.g., "Zendesk") as the app and "New Ticket" as the event. Connect your account if you haven't already.

Next, we'll add a filter step to ensure we're only capturing relevant tickets. Click the plus icon to add a step, choose "Filter by Zapier," and set up the following conditions:

• Ticket Type (exactly matches) question
• Subject (does not contain) account

Test this step to make sure it's working correctly and capturing the right kind of tickets.

Step 2: Store ticket data in Google Sheets

Now that we're capturing relevant tickets, let's store their data in Google Sheets for later processing.

Add a new step to your Zap, choosing "Google Sheets" as the app and "Create Spreadsheet Row" as the action.

Create a new Google Sheet with the following columns:

• Ticket ID
• Subject
• Description
• Created Date

In the Zapier action, map the corresponding ticketing system fields to these columns. For example:

• Ticket ID: map to the Ticket ID
• Subject: map to the Ticket Subject
• Description: map to the Ticket Description
• Created Date: map to the Ticket Created At field

Test this step to ensure the data is being correctly added to your Google Sheet.

Step 3: Create a scheduled Zap to process ticket data

Now that we're collecting ticket data, we need to set up another Zap that will run on a schedule to process this data and generate our FAQ content.

Create a new Zap, choosing "Schedule by Zapier" as the trigger. Set the frequency based on how often you want to update your FAQs - weekly or monthly are good starting points.

Add a step to retrieve data from your Google Sheet. Choose "Google Sheets" as the app and "Get Many Spreadsheet Rows" as the action. Configure it to fetch all rows from your ticket data sheet.

Step 4: Use Claude to generate FAQ content

Now, let's set up the integration with Anthropic's API to generate our FAQ content.

First, you'll need to get your API key from Anthropic. Go to console.anthropic.com and sign up for an account if you don't have one.

Once logged in, navigate to the "API Keys" section in your account settings. Click "Create Key", give it a name like "Zapier FAQ Generation", and copy the generated key. Keep this key secure and don't share it publicly.

Back in Zapier, in the second step, choose "Send message" as the event. You'll be prompted to connect your Anthropic account - click "Sign in" and paste your API key when asked.

In the "User message" field in the next step, we'll craft our prompt to Claude. Here's a template you can use:

You are an expert at creating clear, concise, and helpful FAQs. Your task is to analyze the following support ticket data and generate a set of 5-10 frequently asked questions with their answers. Here's the data:

{{spreadsheet_data}}

When creating the FAQs, please follow these guidelines:

1. Focus on general questions that are relevant to a wide audience. Avoid questions that seem specific to individual users or unique situations.
2. Prioritize questions that appear frequently in the data or address core product functionalities.
3. Phrase questions from the user's perspective, using language they would naturally use.
4. Provide clear, concise answers that directly address the question. Aim for answers that are 2-3 sentences long.
5. If a question requires a step-by-step answer, use a numbered or bulleted list for clarity.
6. Include any relevant links or resources in your answers, if applicable.
7. Ensure that the tone is friendly and helpful, matching the company's voice.
8. Avoid technical jargon unless it's necessary, and if used, provide a brief explanation.

Please format your output as follows:

Q1: [Question]
A: [Answer]

Q2: [Question]
A: [Answer]

[and so on...]

Remember, the goal is to create an FAQ that will genuinely help users and reduce the need for them to contact support. Directly provide the FAQs, without any acknowledgements about anything.

This prompt provides specific instructions to Claude on how to create high-quality FAQs that are genuinely helpful to users.

Under advanced options, set the maximum tokens to 1000 to ensure you get a comprehensive response without it being overly long.

Test this step to make sure you're getting a well-structured response from Claude with generated FAQ content.

Step 5: Update Google Doc with new FAQ content

Finally, we'll update a Google Doc with the new FAQ content generated by Claude.

Add a "Google Docs" step to your Zap, choosing "Update Document" as the action. Select the Google Doc you want to use for your FAQ. You may want to make one if you haven’t already.

In the "Text to append" field, you can structure your update like this:

Frequently Asked Questions generated on [Created Date]

[FAQs generated with Anthropic API]

Replace [Created Date] with the Zap's run date, and [FAQs generated with Anthropic API] with the “Response content text” field from Claude's response.

Test this final step to ensure your Google Doc is being updated with the new FAQ content.

Congratulations! You've now set up an automated system that generates dynamic FAQs from your support tickets. This system will help keep your FAQ page up-to-date and relevant to your customers' needs, potentially reducing the number of support tickets you receive over time.

Remember to review and edit the AI-generated content regularly to ensure accuracy and maintain your brand voice. You may also want to add a notification step to the Zap that will alert your team when the FAQ has been updated, so they can review and make any necessary adjustments.

This tutorial was created by Tanmay.