KB gap analysis
Find topics customers keep asking about that you haven't documented yet.
Your KB is a moving target. Customers ask new things; your docs lag behind. This feature reads recent tickets and chat openers and tells you what to write next.
How it works
KB → ✨ Find gaps → pick a window (30 / 90 / 180 days) → Run analysis.
The service:
- Pulls up to 200 recent ticket subjects + first visitor messages from chats, within the window.
- Pulls the titles of your published KB articles.
- Sends Claude both lists with a prompt: "cluster the questions, skip topics already covered by an existing title, suggest article titles for the gaps".
- Returns a JSON array of suggestions — each with a title, a one-line rationale, and an
evidence_count(how many sample questions fit this cluster).
The result renders as a list ranked by evidence_count. The number "12" next to a title means roughly 12 different customer questions in the sample mapped to this gap.
Acting on a suggestion
Each row has a Write this article → button that opens the new-article form with the suggested title pre-filled. From there it's a normal article write — save as draft, iterate, publish.
When it shines
- Workspaces with 30+ resolved tickets in the window — enough volume to cluster meaningfully.
- Long-tail products with topic drift over time — the gaps reveal where your KB is stale.
- After a feature launch — run a 30-day window to find what customers couldn't figure out.
When it doesn't
- New workspaces with under 5 tickets. Returns an empty array.
- Very narrow products with one or two FAQs everyone repeats. The "gaps" are just "you have no KB at all".
- High-noise inboxes where every customer question is unique. Clusters won't form; suggestions will be vague.
Cost
A single run is ~5000 input + 800 output tokens. About $0.01 per run. Worth doing once a week or once a month, not once an hour.
Off-switch
Settings → AI → uncheck KB gap analysis. The Find Gaps page still loads but returns "no clear gaps detected" (the analyzer short-circuits).
What it isn't
- It's not a writer. The suggestions are just titles with rationale; you write the actual article.
- It's not a customer-facing tool. This view is for KB authors only.
- It's not real-time. You trigger a run; it's not running every time a ticket comes in.