---
title: "Recipe: Auto-answer and deflect common tickets"
description: "TL;DR: When a new ticket arrives, this playbook searches your knowledge base for a matching answer, drafts a reply grounded in those articles, and either posts it as a suggested response for an agent or sends it automatically to deflect common questions. Trigger is a helpdesk webhook; output is a drafted or sent reply."
canonical_url: "https://docs.ballet.dev/articles/recipe-auto-answer-and-deflect-common-tickets-NcwOm4doJP"
md_url: "https://docs.ballet.dev/articles/recipe-auto-answer-and-deflect-common-tickets-NcwOm4doJP.md"
---
# Recipe: Auto-answer and deflect common tickets

**TL;DR:** When a new ticket arrives, this playbook searches your knowledge base for a matching answer, drafts a reply grounded in those articles, and either posts it as a suggested response for an agent or sends it automatically to deflect common questions. Trigger is a helpdesk webhook; output is a drafted or sent reply.

## Who this is for

Support teams handling repetitive how-to and FAQ tickets that already have documented answers.

## What you'll need

- **Connectors:** Freshdesk or Zendesk, your knowledge base (Brainfish or an HTTP search endpoint), optional Slack.
- **Secrets:** Helpdesk API key, knowledge base API key.
- **Trigger:** Webhook on ticket creation.

## How to build it with Ask Ballet

1. Open the Console on Home.
2. Paste the prompt below; set whether replies are auto-sent or left as drafts.
3. Review the plan and confirm.
4. Connect the helpdesk and knowledge base, then register the webhook.

```text
Build a playbook that triggers on a new support ticket webhook. Search our knowledge
base for articles relevant to the ticket subject and body. If a confident match is
found, draft a concise answer that cites the source articles. Add the draft as a
private note on the ticket for agent review. If confidence is high and the category is
"how-to", send the reply to the customer and tag the ticket "auto-answered".
```

## What the playbook does

1. **Webhook trigger** — receives the new ticket.
2. **HTTP step (search KB)** — queries the knowledge base for relevant articles.
3. **Code step (draft)** — composes an answer grounded in retrieved articles with a confidence score.
4. **HTTP step (reply or note)** — posts a private draft note, or sends the reply and tags the ticket when confidence is high.

## Variations and tips

- Keep humans in the loop: start in "draft only" mode and switch to auto-send once quality is proven.
- Always cite source articles in the draft so agents can verify quickly.
- Pair with [Triage and route](/articles/recipe-triage-and-route-support-tickets-M40UGJ9TVv) so only deflectable categories reach this playbook.

## Related articles

- [Triage and route support tickets](/articles/recipe-triage-and-route-support-tickets-M40UGJ9TVv)
- [CSAT follow-up](/articles/recipe-csat-follow-up-after-ticket-resolution-xuee53bGA4)
- [How do first-party integrations (Cursor, Freshdesk) work?](/articles/how-do-first-party-integrations-cursor-freshdesk-work-ufEctQFe4A)
- [What are Allow vs Ask permission modes?](/articles/what-are-allow-vs-ask-permission-modes-GYMSyh6ZZI)