Help Centre

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Step-by-step how-to guides written by the team that builds the product. Read them here, or download any guide as a PDF.

AI Assistance

Knowledge gaps

Turning repeated tickets into Help Centre guides: what the suggestions are, and how to act on one.

Last updated September 2, 2026

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

A near-duplicate splits search results and gives you two pages to keep up to date. Where a guide already covers the area, add the missing part to it rather than starting a new one.

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.

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