FAQ Generator
Automate the creation of an FAQ by transforming support tickets into a searchable knowledge base, ensuring timely and accurate responses for customer inquiries.
Last updated
October 1, 2025
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Key Takeaways
- Generates FAQ content from support tickets - Reads ticket data from a Needle collection, clusters similar issues, and drafts FAQ articles.
- Runs on a schedule - Triggers every 4 hours by default to pick up new tickets.
- Two-stage AI processing - One AI node clusters tickets by topic, and a second one drafts polished FAQ entries.
- Saves output to Google Drive - Creates FAQ documents as text files in a Google Drive folder.
- Handles large ticket volumes - Uses a pagination loop to process tickets in batches.
What This Workflow Does
This workflow reads support ticket files from a Needle collection, uses AI to cluster similar tickets together, then drafts FAQ articles based on those clusters. The finished FAQ content is saved as a text file in Google Drive. It runs on a scheduled trigger (every 4 hours by default), so it continuously processes new tickets and keeps your FAQ up to date.
Use cases:
- Turning support ticket data into self-service FAQ articles
- Reducing repetitive support requests by publishing answers to common questions
- Building a knowledge base from real customer conversations
How It Works
| Step | What Happens |
|---|---|
| 1. Scheduled Trigger | Fires every 4 hours (configurable). |
| 2. Loop | Paginates through files in your Needle collection, 20 at a time. |
| 3. List Files | Fetches a batch of support ticket files from the collection. |
| 4. Transform | Flattens the file list for processing. |
| 5. Get File Contents | Reads the text content of each support ticket file. |
| 6. AI Cluster | GPT-4.1 Mini clusters similar tickets based on subject and latest comment. |
| 7. AI Draft FAQ | GPT-4.1 Mini drafts FAQ articles from the clustered tickets. |
| 8. Create File in Google Drive | Saves the FAQ output as a text file in a specified Google Drive folder. |
Workflow Nodes
| Node | Role |
|---|---|
| Scheduled Trigger | Runs the workflow every 4 hours (cron: 0 */4 * * *) |
| Loop | Paginates through files with offset-based pagination (up to 20 iterations) |
| List Files | Fetches support ticket files from a Needle collection |
| Transform | Flattens nested file data into a single list |
| Get File Contents | Retrieves text content from each ticket file |
| AI Agent (Cluster) | GPT-4.1 Mini clusters similar tickets by subject and comment |
| AI Agent (Draft FAQ) | GPT-4.1 Mini writes FAQ articles from the clustered data |
| Google Drive Create File | Saves the FAQ content as a text file in Google Drive |
Setup Instructions
- Add the "FAQ Generator" template to your Needle workspace.
- Upload your support ticket data to a Needle collection (text files, exported tickets, etc.).
- Open the List Files node and select your support ticket collection.
- Connect your Google Drive account by creating a Google Drive connector in Needle.
- Update the Create File node with your target Google Drive folder URL.
- Adjust the schedule in the Scheduled Trigger node if every 4 hours does not fit your needs.
- Publish the workflow to start generating FAQs automatically.
Customization
| What You Can Change | How |
|---|---|
| Schedule frequency | Edit the cron expression in the Scheduled Trigger (default: 0 */4 * * * for every 4 hours) |
| Clustering criteria | Modify the AI Cluster node prompt to group tickets differently (e.g., by product, severity, or customer type) |
| FAQ writing style | Update the AI Draft FAQ node prompt to change tone, format, or level of detail |
| Output location | Change the Google Drive folder URL in the Create File node |
| Ticket source | Point the List Files node at a different Needle collection |
FAQ
Q: What format should the support tickets be in? A: The workflow reads files from a Needle collection. Upload your tickets as text files, exported CSVs, or any document format Needle supports.
Q: Can I review FAQs before they are published? A: The default template saves directly to Google Drive. You could add a notification step (e.g., Slack or email) before the Create File node to review the content first.
Q: How does the clustering work? A: The AI Cluster node groups tickets by similarity in their subject lines and most recent comments. Similar questions get grouped together so the FAQ drafting step can produce consolidated answers.
Q: Can I change the AI model used? A: Yes. The AI nodes use GPT-4.1 Mini by default. You can switch to a different model in each AI node's settings.
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