What it is

The weekly knowledge gap report automatically tracks which customer questions your help center isn't answering. Every week, it analyzes your support tickets, identifies repeat questions, compares them against your existing documentation, and delivers a prioritized list of what needs to be written, updated, or clarified. It's your documentation audit running on autopilot.

What it solves

Documentation maintenance falls through the cracks. Your team's too busy solving tickets to notice the same five questions getting asked every day. By the time someone realizes an article is outdated or missing, you've already wasted dozens of hours answering the same thing manually.

This workflow spots the patterns before they become problems. It catches documentation drift early, prioritizes fixes by actual ticket volume, and ensures your help center keeps pace with your product. Stop letting preventable questions flood your queue—fix the documentation gaps automatically.

How it works

Every week, Super pulls your support tickets and categorizes them by topic. It identifies which questions keep appearing, then checks your help center to see if documentation exists. For each frequent question, it tags the issue as a missing article, an article needing updates, or adequate coverage.

It also flags questions that took agents unusually long to resolve—a sign your documentation quality is lacking. Then it generates a weekly report with your top repeat questions, their current documentation status, the ticket volume each one generates, and specific recommendations for what to create, update, or improve.

How to use it

Set it up once and receive a weekly digest every Monday morning. Review the report, prioritize the highest-impact documentation gaps, and update your help center accordingly. Watch as repeat questions decrease and your team spends less time answering the same things over and over.

Adjust the frequency based on your support volume—run it weekly for active teams or bi-weekly for smaller operations. The workflow runs automatically, delivers insights to Slack or email, and keeps your help center synchronized with what customers actually need.