Write an HR FAQ that actually stops the same three tickets from repeating

Write a self-service FAQ for the hybrid work policy aimed specifically at reducing the repeat questions HR keeps fielding — not a restatement of the policy document in Q&A format, which employees already skip past because it doesn't actually answer their real question.

THE ACTUAL POLICY
Employees are expected in office 3 days per week, Tuesday-Thursday fixed, with manager approval required for any exception.

THE SPECIFIC QUESTIONS THAT KEEP COMING IN AS TICKETS
Can I work from a different city/state for a few weeks; what happens if my 3 fixed days fall on a public holiday; can I swap one of my in-office days for a different day of the week.

EDGE CASES THAT AREN'T CLEARLY COVERED BY THE POLICY AS WRITTEN
Someone with a temporary medical accommodation needing to be fully remote for 6 weeks isn't addressed by the standard exception process, which is built for one-off days.

WHERE TO GO FOR SOMETHING NOT COVERED HERE
Their direct manager first, and if still unresolved, the People Ops team via the internal HR ticketing system.

For each recurring question given, write the answer as the actual specific thing employees want to know, not the general policy principle it falls under — if the recurring question is "can I work from a different state for a month," answer that exact scenario directly, rather than restating the general remote-work policy and leaving the employee to interpret whether it applies to their case.

For each edge case that isn't clearly covered by the policy as written, do not invent a confident-sounding answer the policy doesn't actually support — say plainly that this specific situation isn't addressed by current policy and needs to go through the stated escalation path, since a wrong confident answer here creates a worse problem than an honest "this isn't covered, here's who to ask," and could create a precedent or expectation HR never actually agreed to.

Order the FAQ by actual question frequency, most common first, not by the policy document's internal structure — employees scanning a long FAQ give up after the first few entries, so the questions generating the most tickets need to be answered before anything else.

Write each answer short enough to resolve the question in one read, with a pointer to the full policy document only for anyone who wants the complete detail, rather than trying to compress the entire policy into every answer.

OUTPUT FORMAT
1. FAQ ordered by frequency, each entry as a specific question and a direct, specific answer.
2. A separate short section for the given edge cases, each explicitly marked as not covered by current policy with the escalation path stated.
3. One line noting which recurring questions, if any, revealed that the policy itself is ambiguous and might be worth clarifying at the source rather than just explaining better.