Turn closed support tickets into FAQs

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Overview

The Inkeep Support Copilot allows you to close the loop and improve future AI responses by using the AI to draft FAQs from resolved support tickets. This guide will walk you through the process of using the Support Copilot and managing the generated FAQs.

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Prerequisites

Before you begin, ensure you have:

1. Created a Support Copilot integration
2. Configured your Zendesk app with the necessary API credentials

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Using the Support Copilot

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Open the AI Copilot

1. Navigate to a resolved support ticket in your system (or a ticket with sufficient information to build an FAQ)
2. Open the Inkeep AI Copilot for support from either the Zendesk App or the Chrome Extension

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Generate an FAQ

1. In the AI Copilot interface, click on Draft FAQ
2. Wait for the AI to draft the FAQ based on the support ticket

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Review and Save the FAQ

1. Read over the generated FAQ items carefully
2. You may chat with the copilot to request modifications to revise the draft FAQ.
3. If you’re satisfied with the question and answer, click Save to my knowledge base
4. You should see a checkmark indicating that the FAQ has been successfully saved

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Managing FAQs

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Access the FAQ Management Page

1. Return to the Inkeep Dashboard
2. Click on the Tuning FAQs button

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View and Edit FAQs

On the FAQ management page, you can:

1. View all generated FAQs
2. Enable or disable individual FAQs
3. Edit any fields of the FAQ
4. See the sources used to draft the FAQ, including the original ticket source

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Using Support Copilot with Internal Projects

You can use the Support Copilot process with internal projects to maintain privacy for sensitive information:

1. Create FAQs from internal support tickets
2. Use these FAQs to improve AI-drafted responses for your support agents
3. Keep sensitive information private while enhancing your AI performance

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Benefits of Using Support Copilot

• Continuously refine your AI’s understanding of common issues and solutions
• Improve the accuracy and relevance of AI-generated responses over time
• Streamline the process of creating and managing FAQs from support interactions
• Enhance the knowledge base available to both AI and human support agents

By regularly using the Support Copilot to generate FAQs from resolved tickets, you can create a feedback loop that consistently improves your AI’s performance in handling support queries.