Question 1

How are FAQ suggestions generated?

Accepted Answer

Deskhero periodically analyzes your ticket history in the background. Similar tickets are grouped into topics, and AI reads samples of tickets that received real replies from your team to draft question-and-answer pairs. New drafts appear in the Public FAQ with the status Suggested, with duplicates of existing items filtered out automatically. You then review each suggestion and approve, edit or decline it.

Question 2

How do I approve a suggested FAQ item?

Accepted Answer

1) Open the Knowledge base and select Public FAQ. 2) On the Suggested filter, hover over the item you want to accept. 3) Click Approve. The item's status changes to Approved and it becomes part of the public knowledge the AI chat widget answers from.

Question 3

How do I edit a suggested FAQ before approving it?

Accepted Answer

Hover over the suggested item and click Edit. The question and answer become editable text fields. Adjust the wording and click "Save & Approve" to store your changes and approve the item in one step. Its status then shows as Approved (edited).

Question 4

How do I decline an FAQ suggestion?

Accepted Answer

Hover over the suggested item in the Public FAQ list and click Decline. The item moves to the Declined status and is not used as public knowledge. You can still find it later under the Declined filter, and if you change your mind, editing and saving a declined item brings it back as approved with your edits.

Question 5

Can I approve or decline many FAQ suggestions at once?

Accepted Answer

Yes. On the Suggested filter every item has a checkbox; tick the ones you want or use "Select all". A toolbar appears showing how many items are selected, with Approve and Decline buttons that apply to the whole selection and a Cancel button to clear it.

Question 6

What actually happens when I approve an FAQ item?

Accepted Answer

The item's text is indexed for AI search shortly after approval. From then on it counts as approved public knowledge: the AI chat widget on your website searches approved items to answer visitor questions. Approving also removes the item from your review queue.

Question 7

What happens when I decline or remove an FAQ item?

Accepted Answer

The item stops being public knowledge. If it had already been indexed for AI search, that index entry is deleted, so the chat widget will no longer use it when answering visitors. The item itself stays in the list under its new status, so you keep the history.

Question 8

What does the Conflict warning on an FAQ item mean?

Accepted Answer

It means Deskhero found another FAQ item that covers the same question, possibly with a different answer. When the AI generates a suggestion that closely matches an existing item, the two are linked as a conflict so you can decide which answer should win. Conflicting items are shown grouped together in the list under a "Potential Duplicates" header, separated by a "conflicts with" divider.

Question 9

How do I resolve a conflict between two FAQ items?

Accepted Answer

1) Open one of the conflicting items with Edit. 2) A "Potential Duplicate Found" banner shows the other item's question, answer and status. 3) Click "Remove Old Q&A" to remove the other item, or "Keep Both" if both should stay. You can also adjust the text before saving so the item you keep has the correct answer.

Question 10

Why don't I see any new FAQ suggestions?

Accepted Answer

Suggestions are generated in the background from your ticket history, so they appear over time rather than instantly. Deskhero only drafts suggestions from tickets that received real replies from your team, filters out duplicates of existing items, and digs deeper into each topic on later passes. If the Suggested filter shows "Nothing to review", everything so far has been handled; check back later as more tickets get answered.

Question 11

Does the AI create duplicate FAQ suggestions?

Accepted Answer

It actively tries not to. Before storing a new suggestion, Deskhero checks for an exact text match and also uses AI to compare it against semantically similar existing items; true duplicates are skipped entirely. When a new suggestion covers the same question but with a different answer, it is created and linked to the existing item as a conflict so you can choose which to keep.

Question 12

Are chat widget conversations used to generate FAQ suggestions?

Accepted Answer

No. Tickets that only contain AI chat bot conversations, and tickets answered only by automatic AI replies, are deliberately excluded from the knowledge used to build FAQ suggestions. Only tickets with real replies from your team feed the suggestion engine, which keeps the AI from learning from its own output.

Reviewing AI suggestions

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