Knowledge Gap Analyzer

Analyze the support and help requests already on file to surface the topics your team keeps asking about but hasn't documented, ranked by volume, with a prioritized list of what to write first.

For Knowledge Managers Support Leads Operations Managers Enablement Teams
Sample prompt to Joy's Assistant

Look through our support and help requests from [time period] and find the topics people keep asking about that we haven't documented. Rank the biggest gaps by how many requests hit each one, then tell me what to document first.

What it can look like

An illustrative example. Your output will reflect your own sources, data, and prompts.

Look through our support and help requests from the last 90 days and find the topics people keep asking about that we haven't documented. Rank the biggest gaps by how many requests hit each one, then tell me what to document first.

I went through the 612 support and help requests from the last 90 days, grouped them by topic, and checked each against what's in your Knowledge Center. Five topics account for most of the repeat questions and have nothing documented behind them.

Documentation gaps: draft

Across the 612 requests, five topics keep coming back with nothing in the Knowledge Center to answer them. The chart ranks them by how many requests each one generated.

Undocumented topics by support requests (last 90 days)

Password / SSO reset148
New billing module112
Refund policy edge cases87
API rate limits64
Bulk upload errors41

Here's what to document first, starting with the topics driving the most requests.

  1. Password and SSO reset. 148 requests, nearly all resolved by repeating the same handful of steps; a short how-to would deflect most of them.
  2. The new billing module. 112 requests since launch, with agents answering from memory, so a walkthrough would keep answers consistent.
  3. Refund policy edge cases. 87 requests about amounts and timing that aren't covered anywhere; worth a one-page policy note.
  4. API rate limits. 64 requests from developers hitting limits they can't find documented.
  5. Bulk upload errors. 41 requests that a single troubleshooting guide would cover.

Start with the top two: password resets and the billing module together account for 260 of the 612 requests, so documenting them clears the most volume for the least writing.

Want me to draft the password reset how-to first, or map all five gaps into a documentation backlog you can work through?

From tickets to a writing plan

Knowledge Gap Analyzer reads the support and help requests already in your workspace, groups them by topic, and checks each one against what's in your Knowledge Center. The result is a ranked list of the questions people keep asking that have no documented answer.

  1. Point Joy at the requests

    Make sure your support and help requests are in the workspace, tickets, a shared inbox, or a help log in your Knowledge Center. Joy reads what's there.

  2. Ask what's missing

    Ask Joy to find the topics people keep asking about that aren't documented, and to rank them by how many requests hit each one.

  3. Review the gaps

    Get a ranked chart of undocumented topics plus the evidence behind each one, how many requests it drove and what people were actually asking.

  4. Turn gaps into a plan

    Ask for a prioritized writing list, then copy it into your documentation backlog or hand each topic to whoever owns it.

  5. Make it one click for your team

    Save this ask as a custom command on the assistant your team already uses, connect it to your support sources, and re-run the analysis whenever you want a fresh read.

Make it yours

Ranked by Real Volume

Gaps are ordered by how many requests they actually drive, so you write what people ask about most.

Checked Against Your Docs

Joy compares each topic to what's already in your Knowledge Center, so you only see the true gaps.

Evidence for Each Gap

Every topic comes with the request count and examples of what people asked, not just a label.

A Ready Backlog

The output is a prioritized list you can drop straight into your documentation queue.

Single Product Area

Narrow the analysis to one product or team to plan its documentation.

Quarter Over Quarter

Compare gaps across periods to see whether new docs are reducing repeat questions.

By Audience

Split gaps by customer versus internal requests to know which knowledge base needs the work.

Straight to Draft

Have Joy draft the top article as soon as the biggest gap is identified.

Frequently Asked Questions

How does a knowledge gap analysis work?

Joy reads the support and help requests in your workspace, groups them by topic, and compares each topic to what's in your Knowledge Center. Topics with lots of requests and no documentation surface as your biggest gaps, ranked by volume.

What counts as an undocumented topic?

A topic that people keep asking about but that has no matching answer in your Knowledge Center. Joy flags these by checking the questions in your support requests against your existing documentation.

Which support sources can it analyze?

It works with the support and help requests connected to your workspace, including tickets, chat transcripts, shared inboxes, and escalations. It compares them against your Knowledge Center to find what's missing.

How does it decide what to prioritize?

Gaps are ranked by how many requests each topic drives, so the questions your team fields most often rise to the top. Each gap comes with its request count and examples so you can sanity-check the order.

Can I re-run it as new tickets come in?

Yes. Ask again whenever you want a fresh read, and Joy analyzes the latest requests on file. Comparing runs over time shows whether the docs you've written are reducing repeat questions.

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