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You’re answering the same questions over and over. “How do I export data?” “Where’s the setting for X?” “Why isn’t Y working?” Every answer is buried in a support ticket, never to be found again. This guide shows you how to turn your most common customer questions into help documentation that deflects future tickets.

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The Documentation Problem

Your reality:
  • 📧 Same questions every week
  • 🔁 Writing same answers repeatedly
  • 📚 No time to create help docs
  • ❓ Customers can’t find answers (if docs exist)
  • 😰 Ticket volume growing
The insight: Your support tickets already contain the perfect help articles. You just need to extract them.

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What You’ll Achieve

With BuildBetter:
  • ✅ Identify most common questions from support history
  • ✅ Find best answers you’ve already written
  • ✅ Generate help article drafts automatically
  • ✅ Prioritize documentation by ticket volume
  • ✅ Reduce ticket volume 15-25% with targeted docs
Time investment: 2-3 hours to create your first 5 help articles. Impact: Each article prevents 5-20 tickets/month.

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Prerequisites

BuildBetter account
Support ticket history or call recordings with customer questions
Place to publish docs (help center, Notion, Confluence, etc.)

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Step 1: Find Your Most Asked Questions

[screenshot: Signals filtered for questions]
1

Import Support Data

If you haven’t already:
2

Filter for Questions

  1. Go to Signals
  2. Filter by Type: Question
  3. Sort by frequency or count
[screenshot: Questions sorted by how many times asked]You’ll see:
  • “How do I export to Excel?” (47 tickets)
  • “Where is the API key?” (32 tickets)
  • “Can I change my email address?” (28 tickets)
3

Ask Chat for Top Questions

Query: “What are the top 10 most frequently asked customer questions? Group similar questions together.”[screenshot: Chat showing top questions with counts]Example output:
Top 10 Customer Questions (Last 6 Months):

1. Export Functionality (67 tickets)
   - "How do I export to Excel?"
   - "Can I export to CSV?"
   - "Where is the export button?"

2. Account Settings (52 tickets)
   - "How do I change my email?"
   - "Can I update my password?"
   - "Where are account settings?"

3. API Access (41 tickets)
   - "Where is my API key?"
   - "How do I generate an API token?"
   - "API documentation link?"

[... continues]

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Step 2: Extract Your Best Answers

[screenshot: Support ticket with good answer highlighted as signal]
1

Find Successful Resolutions

For each common question:
  1. Click on the question signal
  2. View all instances across tickets
  3. Look for answers that:
    • Resolved the issue quickly
    • Customer said “thank you” or “that worked”
    • Are clear and complete
[screenshot: Ticket thread showing question and successful answer]
2

Generate Article Draft

Query Chat: “Create a help article for [question topic]. Include: the question, step-by-step answer, screenshots needed, and common variations of this question.”[screenshot: Chat generating help article]Example output:
Help Article: How to Export Your Data

Common Questions (67 tickets):
- "How do I export to Excel?"
- "Can I export to CSV?"
- "Where is the export button?"

Answer:

You can export your data in multiple formats:

Step 1: Navigate to Reports
- Click "Reports" in the left sidebar
- [Screenshot needed: Reports page]

Step 2: Select Export Format
- Click the "Export" button (top right)
- Choose format: CSV, Excel, or PDF
- [Screenshot needed: Export dropdown]

Step 3: Customize Export (Optional)
- Select date range
- Choose columns to include
- Click "Download"

Troubleshooting:
- Export button grayed out? You need View permissions
- Export taking long? Files over 10,000 rows take 2-5 mins
- Missing data? Check your date range filter

Related Articles:
- How to schedule automatic exports
- Export file size limits
3

Add Visual References

For each “screenshot needed”:
  • Take actual screenshot from your app
  • Highlight the button/area with arrows
  • Add to your help center

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Step 3: Prioritize Your Documentation

[screenshot: Documentation priority matrix]
1

Create Priority List

Query: “For each common question, tell me: ticket volume, deflection potential (% of tickets we could prevent), and effort to document (low/medium/high).”Example output:
Documentation Priority Matrix:

🔴 HIGH PRIORITY (Do First)
1. Export Functionality
   - Volume: 67 tickets/6mo (11/month)
   - Deflection: 70% (8 tickets/month prevented)
   - Effort: Low (clear answer exists)
   - ROI: 4 hours/month saved

2. Account Settings
   - Volume: 52 tickets/6mo (9/month)
   - Deflection: 80% (7 tickets/month prevented)
   - Effort: Low
   - ROI: 3.5 hours/month saved

🟡 MEDIUM PRIORITY
3. API Access
   - Volume: 41 tickets/6mo (7/month)
   - Deflection: 60% (4 tickets/month)
   - Effort: Medium (needs dev input)
   - ROI: 2 hours/month saved
2

Start with Quick Wins

Focus on:
  • High volume questions
  • Questions with clear, existing answers
  • Low effort to document
These give you biggest impact fastest.

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Step 4: Publish & Measure

[screenshot: Help center with new articles published]
1

Publish to Help Center

  1. Copy article content to your help center
  2. Add screenshots
  3. Tag with keywords for search
  4. Link from related articles
2

Add In-App Links

Even better: Link to docs from your app
  • Add tooltip near export button → “How to export”
  • Show help article in error messages
  • Contextual help where confusion happens
3

Track Impact

After 30 days:Query: “Are we getting fewer tickets about export functionality since we published the help article?”[screenshot: Ticket trend showing decline after doc published]Measure:
  • Ticket volume for that topic (should decrease)
  • Help article views (should increase)
  • Customer self-service rate

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Real Example: Taylor’s Documentation Win

Background: Taylor is solo support at 40-person startup. 300 tickets/month. No help docs. Week 1: Import 6 months of tickets to BuildBetter Analysis:
  • Top question: “How do I add team members?” (38 tickets)
  • Second: “How to integrate with Slack?” (29 tickets)
  • Third: “Export doesn’t work” (24 tickets)
Week 2: Created 3 help articles
  • Used Chat to generate drafts
  • Added screenshots
  • Published to Notion (their help center)
  • Added links in app UI
Week 3: Added 2 more articles
  • “How to change plan/billing”
  • “Reset password troubleshooting”
Results after 60 days:
  • Tickets: 300/month → 235/month (-22%)
  • Top 3 questions: 91 tickets → 21 tickets (-77% on those topics)
  • Time saved: ~15 hours/month
  • Customer satisfaction: Up (faster self-service)
Most impactful: “Add team members” article
  • Was 38 tickets in 6 months
  • Now: 2-3 tickets/month (95% deflection)
  • Article views: 450/month (helping customers proactively)
Taylor’s quote: “I was writing the same answers over and over. BuildBetter showed me which questions to document first. 5 articles eliminated 70% of my repetitive tickets.”

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Best Practices

Start with top 5: Don’t try to document everything. Focus on highest volume questions.
Use actual customer language: Title articles how customers ask, not how you’d describe it.
Include variations: “How do I…?” + “Can I…?” + “Where is…?” all in same article for SEO
Add screenshots: Visual guides work 3x better than text-only
Link from app: Contextual help beats searchable help docs
Update regularly: When you fix a bug or change UI, update docs immediately

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Common Questions

Common reasons:
  • Can’t find docs: Improve SEO, add in-app links
  • Docs unclear: Rewrite with more screenshots/steps
  • Don’t want to read: Add video walkthrough
  • Problem is different: Update article with edge cases
Track which articles have low deflection and improve them.
Start with common (80% of tickets).Add edge cases later if:
  • Still getting tickets about it
  • High-value customers affected
  • Easy to document
Don’t document every possible scenario upfront.
When product changes:
  1. Update docs BEFORE releasing feature
  2. Review related support tickets after release
  3. Update docs based on new questions
Quarterly: Review top articles for accuracy
Flag it for product/engineering:
  • “Export fails” → Not a docs problem, it’s a bug
  • “Can’t find export button” → Docs can help
BuildBetter helps you identify which is which. Product issues = engineering. Confusion = docs.

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Next Steps

Reduce Support Tickets

Full support ticket deflection strategy

Update Existing Docs

Keep documentation current as product evolves

Customer Health Tracking

Proactive customer success workflows

Knowledge Base Automation

Auto-generate docs from patterns
Stop answering the same questions. Write it once, help hundreds.
Every repeated support question is an opportunity to create a help article. Document your top 10 questions and watch ticket volume drop 20-30%.
Based on analysis of 300+ support teams. Average deflection rate per well-written help article: 60-80% for that specific question type.