Detect Knowledge Base Gaps From Unanswered Support Questions
Improve self-service — find questions your help center couldn't answer, cluster them, and suggest new articles to write.
- 1
Collect Recent Questions
Add a
Schedule TriggerandZendesknode pulling recent tickets, especially escalations. - 2
Check Against the KB
Add an
OpenAInode judging whether each question is well covered by existing articles. - 3
Cluster the Gaps
Add an
OpenAInode grouping uncovered questions into suggested article topics. - 4
Backlog the Suggestions
Add a
Notionnode adding each suggested article with example questions and volume. - 5
Activate and Test
Activate the workflow over recent tickets. Confirm real gaps surface as suggestions.
Frequently asked questions
How do I prioritize what to write?
Rank suggestions by how many tickets each gap causes so you write the highest-impact articles first.
Can it draft the article?
Yes — once a topic is chosen, chain a step that drafts the article for an editor to refine.
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