Customer-service macros drafted from past tickets
SI groups past helpdesk tickets, turns the clearest replies into draft macros with the merge fields you use, and leaves publishing the macros to you.
The problem
Agents rewrite the same shipping, sizing, and order-status answers every day. Building an FAQ from past replies helps customers who read a help page. It does not put a checked reply one click away in the helpdesk.
What SI does
SI reads an export of tickets or macros you already have. It groups similar questions (shipping times, how to start a return, sizing, missing item), picks the clearest past reply, and drafts a macro in your voice with placeholders for order number, tracking, and name. It notes where past agents disagreed so you can pick a policy. It does not publish macros or send them.
Examples
The same job looks different in different businesses. These are illustrations, not client results.
- Shopify store using a helpdesk
'Where is my order' and 'how do I start a return' become two macros with order and tracking fields, from the replies staff already send.
- Beauty brand
Shade-match threads produce three drafts. One is flagged because past answers promised a result the policy does not.
- Outdoor shop
A 'will it arrive by Friday' macro is drafted to use only the carrier date already on the order.
What it takes to set up
A few months of ticket export or existing macros, your policy pages, and the merge-field names your helpdesk uses. Setup is often a few days plus editing.
What a human still checks
- A person edits and publishes every macro.
- Conflicting past answers are resolved by a person, not averaged.
- Refund, discount, and legal wording is checked before a macro goes live.
Try it yourself
Paste this into your SI tool of choice and swap the [bracketed] parts for your own details. It asks SI to stop and show you before it does anything.
Read these tickets or macros [export]. Group questions that come up more than [3] times. For each group, draft a helpdesk macro from the clearest past reply, in this voice [examples], with merge fields [order number, tracking, name]. List groups where past answers disagree. Do not publish or send. Pause and show me before sending, submitting, posting, or changing anything.
Next step
Want this built? Book a free 30-minute consult
Bring one real example, such as an export, an inbox, or a spreadsheet. We will map the steps and decide what SI drafts and what you approve.