# Support Ticket Responses Drafted from Past Answers Source: https://maito.app/workflows/draft-replies-to-tickets-youve-solved-before Maito finds tickets you've solved before, reads the matching help article and drafts a reply in your voice, with a note on what the article misses. When a question has been answered before, get a draft reply from that answer. [Customer support](https://maito.app/workflows/team/customer-support) · [Software](https://maito.app/workflows/industry/software) · When something happens · Updated October 19, 2026 Works with - Slack - Email - [Intercom](https://maito.app/workflows/tool/intercom) - [Pylon](https://maito.app/workflows/tool/pylon) - Zoho Desk - Unthread - Freshdesk - Notion ## How do you draft support ticket responses from past answers? To draft support ticket responses from past answers, mention Maito on a ticket or let it watch the queue. It finds similar solved tickets, reads the matching help article and writes a draft reply. You get the draft saved on the ticket, with a note on anything the article doesn't cover. ## How it's done today Agents re-type the same answer many times a day. ## What Maito does 1. Read the new ticket 2. Find matching solved tickets and help articles 3. Draft a reply 4. Route the rest to the right person ## Example Loop run: New conversation in Intercom · Ticket #48213 **Maito** (10:12 AM): Draft saved on #48213 (Hannah at Acme: "SSO keeps sending me back to the sign-in page"). Based on 6 solved tickets and the article "Set up SAML with Okta". "Hi Hannah, this loop usually means the ACS URL in Okta still points to your old subdomain. In Okta, open Applications, then Northstar, then Sign On, and replace it with the URL from the article. Then clear cookies and try again." **Not in the article:** Hannah says she starts from an Okta tile. In 3 of the 6 past tickets, that was the real cause: IdP-initiated login was off. I added it as a second paragraph. **Sam** (10:20 AM): can you cut it to three sentences? Hannah has written twice already. **Maito** (10:21 AM): Done, the draft on #48213 is now three sentences and keeps the IdP-initiated step. It's not sent. You review and send. ## How to set it up When something happens Draft replies to tickets you've solved before Ask your agent “When a new conversation comes into Intercom, look for solved tickets and help articles that answer it. If you find a match, save a draft reply on the ticket and tell #support-drafts.” Connect support desk - Intercom - Pylon - Zoho Desk - Unthread - Freshdesk Connect help center - Intercom - Notion Not connected yet? Your agent sends you a link to sign in. ## What it won't do It's only as good as the past answers it finds. If those are out of date, the draft will be too, so it flags when the article and past tickets disagree. ## Questions ### Which support desks does it work with? Intercom, Pylon, Zoho Desk, Unthread and Freshdesk, plus help centers in Intercom or Notion. ### Does it send the reply to the customer? No. It saves a draft on the ticket and your agent reviews and sends it. ### What if no past ticket matches? Maito says so and writes nothing from guesswork. It can ask a teammate in Slack instead. ## More customer support workflows - [Spot recurring issues early Group tickets by cause so a new problem shows up before it's a flood. Customer support · On a schedule Works with Intercom, Pylon.](https://maito.app/workflows/spot-recurring-issues-early) - [Daily escalations view See every escalated or at-risk ticket in one message each morning. Customer support · On a schedule Works with Intercom, Pylon, HubSpot, Salesforce.](https://maito.app/workflows/daily-escalations-view) - [Reproduce a bug from a customer report Turn "it's broken" into exact steps, a recording and a bug report engineers can use. Customer support · When something happens Works with Linear, Jira.](https://maito.app/workflows/reproduce-a-bug-from-a-customer-report) - [Answer "how does this work?" from the code Support gets the real answer from the product, not from an outdated doc. Customer support · When you ask Works with Notion, Confluence.](https://maito.app/workflows/answer-how-does-this-work-from-the-code) - [Keep help articles current after a release After each release, find help articles that no longer match the product and draft fixes. Customer support · When something happens Works with Intercom, Notion.](https://maito.app/workflows/keep-help-articles-current-after-a-release) - [Write a help article from a solved ticket When an answer took effort, turn it into an article so nobody solves it again. Customer support · When you ask Works with Intercom, Pylon, Notion.](https://maito.app/workflows/write-a-help-article-from-a-solved-ticket) [See all workflows](https://maito.app/workflows) ## Put your AI teammate to work. Set it up in minutes. Start with this one, and let it earn the next one. [Put Maito to work](https://maito.app/login?returnTo=%2Fworkflows%2Fdraft-replies-to-tickets-youve-solved-before)[Book a demo](mailto:support@maito.app?subject=Maito%20demo)