Help Articles That Actually Help: Support Documentation Done Right
Your support team answers the same questions repeatedly. Here's how to turn those answers into self-service documentation.
The Support Ticket Cycle
Customer asks a question. Support researches the answer. Support sends the response. Next week, another customer asks the same question. Repeat.
Every repeated question is a help article waiting to be written.
Turn Tickets Into Articles
FastDoc's Help Article template transforms issue context into structured documentation. The format is optimized for customer self-service:
- Clear problem statement
- Step-by-step instructions
- Common variations
- Related articles
The Process
- Label issues that should become help articles
- Set up automation: status changed to Done + label
- FastDoc generates and publishes automatically
Every solved problem becomes self-service documentation.
Article Quality
The generated articles are first drafts, not finished products. But they capture the essential information—what the user was trying to do, what went wrong, how to fix it.
Support teams review and polish. The heavy lifting is automated.
Impact on Ticket Volume
Self-service documentation reduces repeat tickets. Teams using automated help article generation report 30-40% reduction in common questions.
Support handles fewer repetitive tickets. Customers get faster answers.
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