Learn from your CRM history (CRM Audit)
You have past support tickets and want the agent trained on what your customers actually ask.
Available on Growth and Pro.Growth & Pro
This guide stays visible on every plan — the feature itself unlocks when your plan includes it. Compare plans.
The CRM History Audit analyzes your past support tickets (with personal details stripped out) and proposes ready-to-use training content: topics, sub-topic skills, quick answers, a draft Instructions document, and an evidence report. You review everything and apply only what you want.
Steps
- Go to Integrations → CRM Audit.
- Start an audit. It runs in the background and analyzes up to roughly the last six months of tickets.
- When it finishes, review the proposals:
- Topics & sub-topic skills — the subjects your customers raise most.
- Quick answers — instant FAQ pairs for common questions.
- An Instructions draft — assembled into your canonical template, so it opens in the Sections editor.
- An evidence report — how many tickets support each suggested rule, plus any conflicts or facts that changed over time.
- Apply selectively. Accept the pieces that fit; skip the rest.
By default the audit only states a rule when several tickets back it up, so suggestions reflect real patterns, not one-off cases.
Troubleshooting
- Audit found little → not enough ticket history, or tickets are sparse → it works best with a meaningful back-catalog.
- A suggestion conflicts with a current policy → the evidence report flags conflicts and changed facts → trust your current policy and skip the suggestion.