Automated FAQ Creation from Support Tickets

The ZaiQGen FAQ Generator module transforms resolved support tickets into structured FAQ articles automatically. By analyzing ticket conversations and extracting key information, this module builds a comprehensive knowledge base that grows with every resolved issue.

Key Features

🤖 Intelligent FAQ Generation

  • Automated Content Extraction: Analyzes ticket history to create structured FAQ articles
  • Multi-Language Support: Generates FAQs in over 40 languages
  • Smart Field Mapping: Creates FAQs with Title, Symptom, Problem, Solution, and Keywords
  • JSON-Structured Output: Ensures consistent, well-formatted FAQ articles

📊 Advanced Ticket Analysis

  • Complete Conversation Processing: Analyzes all ticket communications
  • Dynamic Field Integration: Includes custom ticket fields in FAQ generation
  • Priority-Based Processing: Handles important-flagged articles with priority
  • Duplicate Content Filtering: Automatically removes redundant information

🔗 Seamless Integration

  • Automatic Category Management: Creates and manages FAQ categories
  • Ticket Linking: Optionally links generated FAQs to source tickets
  • Group Permissions: Configurable group access for FAQ categories
  • Approval Workflow: Supports both direct publishing and approval processes

🎯 Multi-Provider AI Support

  • Provider Flexibility: Choose between ChatGPT, Chatbase, or ChatData
  • Model Selection: Support for various AI models (GPT-4, Claude, Gemini)
  • Optimized Processing: Provider-specific configuration for best results

⚙️ Flexible Configuration

  • Character Limits: Separate limits for total content, articles, and dynamic fields
  • Language Selection: Configure target language for all generated FAQs
  • State Management: Control FAQ visibility (internal, external, public)
  • Content Type: Support for plain text or HTML FAQ content

📈 Performance Features

  • Heuristic Processing: Smart content selection for large tickets
  • Efficiency Tracking: Monitor content utilization percentage
  • Configurable Timeouts: Adjust processing time for complex tickets
  • UTF-8 Support: Full support for international characters and emojis

🔍 Operational Insights

  • Processing Mode Display: Shows whether heuristic or full analysis was used
  • Article Tracking: Lists which ticket articles were analyzed
  • Character Usage: Detailed breakdown of content allocation
  • Performance Metrics: Tracks efficiency levels and processing statistics

🛠️ Diagnostic Capabilities

  • Diagnostic Mode: Optional detailed logging of API interactions
  • Request/Response Logging: Complete API communication tracking
  • Error Reporting: Comprehensive error messages for troubleshooting
  • Performance Monitoring: Track processing times and bottlenecks

Configuration Options

FAQ Settings

  • Category Name: Define the FAQ category for generated articles
  • Group Permissions: Set access rights for FAQ categories
  • Approval Mode: Choose between direct publishing or approval workflow
  • Language: Select target language for FAQ generation
  • State: Configure FAQ visibility (internal, external, public)

Content Processing

  • Dynamic Fields: Select which ticket fields to include
  • Character Limits: Configure limits for optimal API usage
  • Content Prefixes: Customize section headers
  • Filter Patterns: Define content filtering rules

AI Configuration

  • Provider Selection: Choose your preferred AI service
  • Model Options: Select appropriate AI model
  • API Settings: Configure provider-specific parameters
  • Timeout Settings: Adjust for processing requirements

Use Cases

  • Knowledge Base Building: Automatically create FAQs from resolved tickets
  • Multi-Language Support: Generate FAQs in customer’s preferred language
  • Consistent Documentation: Ensure uniform FAQ quality across teams
  • Time Savings: Eliminate manual FAQ creation work
  • Knowledge Preservation: Capture solutions before they’re forgotten

Generated FAQ Structure

Each FAQ article includes:

  • Title: Concise problem description
  • Symptom: What the customer experiences
  • Problem: Technical analysis of the issue
  • Solution: Step-by-step resolution
  • Keywords: Searchable terms including error codes and product names

Operation Details

The module provides comprehensive operational information:

  • Generated from specific ticket number
  • API provider and processing mode used
  • Articles analyzed with character counts
  • Total content length and efficiency percentage
  • Processing statistics for optimization

Benefits

  • Automated Knowledge Management: Build FAQ database without manual effort
  • Consistent Quality: Uniform structure and formatting across all FAQs
  • Time Efficiency: Convert tickets to FAQs in seconds
  • Searchable Content: Keywords enable quick FAQ discovery
  • Scalable Solution: Grows with your support volume

Integration Features

  • Generic Agent Compatible: Triggers via Znuny’s job system
  • Flexible Triggers: Configure when FAQs should be generated
  • Permission Management: Control who can access generated FAQs
  • Ticket Relationships: Maintain links between tickets and FAQs

The ZaiQGen FAQ Generator module is part of the ZAICONNECT suite by ADDONFLOW, automating knowledge base creation from your support ticket history.