Write a support FAQ for new customers

New customers ask the same handful of questions in their first week. A short FAQ answers them before they have to write in, and it tells you what your onboarding is missing.

Last reviewed October 14, 2026

Start from your first-week tickets

Pull the questions from tickets in a customer's first seven days. Ignore what you think they should ask.

Keep it to ten questions or fewer

A long FAQ is a help center. Pick the questions that block people from getting started.

Answer in the first sentence

Put the answer first and the detail after. Link to the full article when there is one.

Put it where new customers will see it

Link it from the welcome email, the first screen and the contact form.

Review it every quarter

Check which questions still arrive as tickets. Replace the ones that no longer matter and fix the answers that did not work.

Questions

How many questions should a new-customer FAQ have?

Around ten. If you need more, split it into help center articles.

Where should the FAQ live?

In your help center, linked from the welcome email and the support form.

How do we know it works?

Count tickets on those questions before and after. If they do not fall, the answer or its placement needs work.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.