Have you used the AI draft or summarize button inside your helpdesk?

Most helpdesks now have an AI assistant that reads the ticket and your help articles, summarizes long threads and drafts a reply you can edit.

How to automate it

How to automate “search for the right help article or internal answer”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today and, for AI fixes, a prompt to copy.

20 min

typically, every day

55%

of the time can be automated

Easy

to set up

Fix 1 of 2

Software featureBest fix

Use your helpdesk's AI copilot to draft replies and find answers

Zendesk Agent Copilot, Intercom Copilot, Freshdesk Freddy AI Copilot, Help Scout AI and Salesforce Service AI read the ticket and your knowledge base and draft a reply for you to check.

Typically saves about 40% of the time1 h to set up

1Ask your admin to turn on the AI copilot or agent-assist features.
2Connect your help center, internal docs and past tickets as sources.
3On each ticket, ask it for a draft or a summary of the thread, then edit.
4Use its tone tools (friendlier, shorter) instead of rewriting by hand.

Tools: Zendesk Agent Copilot · Intercom Copilot · Freshdesk Freddy AI Copilot · Help Scout AI · Salesforce Service AI · Gorgias AI

Fix 2 of 2

Write the answers down once and point people (or a bot) at them

Collect the questions you keep answering into one page; a workspace AI or a ChatGPT Project, Claude Project or Gem can answer from it.

Typically saves about 50% of the time1 h to set up

1For one week, paste every repeat question into a doc.
2Write the answer under each (or have AI draft it from your replies).
3Share the page, pin it in chat, and add it to a Claude Project, ChatGPT Project, Gemini Gem or Copilot agent.
4Reply to repeat questions with the link.

Prompt to copy

Below are questions coworkers keep asking me and my past answers. Turn them into a clear FAQ page grouped by topic. Keep each answer under 80 words and keep any links I gave.

[PASTE QUESTIONS AND ANSWERS]

Tools: Claude Projects · ChatGPT Projects · Gemini Gems · Copilot agents · Notion or Confluence

Quick wins

Have you tried…

Have you used the AI draft or summarize button inside your helpdesk?: Most helpdesks now have an AI assistant that reads the ticket and your help articles, summarizes long threads and drafts a reply you can edit.

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

Customer Support Agent

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