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Answer Support Tickets

Reply to new tickets with FAQ answers or an acknowledgment

Use this Agent instantly or customize it - no programming needed

Send an approved answer or acknowledgment
Reads
  • new customer ticket
    new customer ticket

    Your new ticket has the customer's question and email. Its status and comments show whether someone already replied.

  • approved FAQ replies
    approved FAQ replies

    Your team's shared FAQ macros hold the exact answers you have approved for familiar questions.

  • approved acknowledgment
    approved acknowledgment

    Your team chooses this short reply for questions without one clear FAQ answer.

Customer support desk
Customer support desk

Your customer support desk holds new tickets and approved FAQ replies. Public comments can email customers when notifications are enabled.
Customer support desk
Does the requester lack an email address?YesNo
Leave a private note asking an Agent to contact the customer
Writes
  • private ticket note
    private ticket note

    Your support team sees a request to contact the customer when the ticket has no email address.

  • ticket needing follow-up
    ticket needing follow-up

    Your support team can follow up because the ticket stays open when no FAQ answer goes out.

Has an Agent already replied publicly or closed the ticket?YesNo
Stop without adding another customer reply
Does one eligible FAQ reply clearly match the question?YesNo
Post its exact approved answer as a public ticket reply
Writes
  • public ticket reply
    public ticket reply

    Your customer receives the exact FAQ answer or approved acknowledgment by email when notifications are enabled.

Post the approved acknowledgment and leave the ticket open
Writes
  • public ticket reply
    public ticket reply

    Your customer receives the exact FAQ answer or approved acknowledgment by email when notifications are enabled.

  • ticket needing follow-up
    ticket needing follow-up

    Your support team can follow up because the ticket stays open when no FAQ answer goes out.

This Agent checks a new support ticket against your shared FAQ replies. It posts the exact answer for a clear match. Otherwise, it posts an acknowledgment and leaves the ticket open for your team.

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monday.com
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Zoom
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Zendesk
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Made for your industry

Answer Support Tickets is made for businesses in these industries.

Made for your role

Answer Support Tickets is made for people in these roles.

Made for your department

Answer Support Tickets is made for people in these departments.

How Answer Support Tickets works

4 steps, in order, on every run.

  1. Read the new ticketRead the customer's question and email address. Leave a private note asking your team to contact customers without an email address.
  2. Find a matching FAQ replyCompare the question with your active, shared FAQ replies. Copy the answer exactly for one clear match; otherwise choose your acknowledgment.
  3. Check for an existing answerRecheck the ticket before posting. Stop if an Agent has answered publicly or closed it.
  4. Post the customer replyAdd the answer or acknowledgment as a public ticket comment for email delivery. Leave unmatched tickets open for your support team.

How to Get Started

Connect your tools

Connect the tools you already use, such as monday.com, Zoom or Zendesk.

9 tools
Set your rules
  • Connect an Agent account that can read tickets and requester details, list shared macros, and add public ticket comments.
  • Maintain active shared FAQ macros with each approved customer question as the title and its exact approved answer as a plain-text comment action; exclude placeholders and other ticket-changing actions.
  • Enable the requester email notification for public ticket comments and use tickets with a requester email address.
  • Approve a brief acknowledgment that says the team received the question and will follow up when no FAQ answer clearly matches.
Launch the Agent

Use safe mode to approve every result before it goes out, or let the Agent run automatically.

FAQs

Frequently asked questions about the Answer Support Tickets:

Which FAQ answers can this Agent use?

You choose the answers in active, shared FAQ macros. Put each question in its title and its exact answer in a plain-text comment.

What happens when no FAQ clearly matches?

Your customer gets the acknowledgment you choose during setup. The ticket stays open for a support Agent to answer the question.

Will the customer receive the reply by email?

Yes, when you enable requester email notifications and the customer has an email address. Your support desk sends the public reply.

What if someone has already answered the ticket?

The Agent rechecks before posting and leaves answered or closed tickets alone. Your team avoids a duplicate public reply.

What happens when the Agent is unsure?

It stops and asks you. The Agent does not guess when it reaches a decision you have not approved.

Can I review its work?

Yes. Every run creates a plain-language log that you can review and export. Logs are kept for twelve months.

What happens if I cancel?

The Agent stops at the end of the billing month and its tool connections are removed. Your run logs remain available for twelve months.