Every question asked three times is a guide that does not exist yet. Knowledge gaps reads your tickets and suggests what to write — either a new article, or an improvement to one you already have.
What a suggestion offers
| Action | What happens |
|---|---|
| View tickets | The tickets behind the suggestion, so you can judge whether it is real. |
| Create draft article | Starts a knowledge article from the suggestion. |
| Add to article / improve article | Folds the missing information into an existing guide instead of creating a near-duplicate. |
| Dismiss | Removes the suggestion when it is not worth writing. |
Read the underlying tickets before writing. The suggestion tells you there is a gap; the tickets tell you what customers actually could not work out, which is what the guide has to answer.
Improve before you create
TWO GUIDES ON ONE SUBJECT HELP NOBODY
The loop that pays off
A published guide answers the question before it is asked, gets sent with closed tickets, and improves the AI drafts on future tickets. Writing one is the highest-value hour in a support week — and knowledge gaps tells you which hour to spend.