Analyze support tickets for knowledge base gaps in minutes
Upload or paste your support tickets → instantly surface the questions your knowledge base isn't answering and the articles you need to write next
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"I couldn't find any help article on how to reset my password without losing my saved settings — I had to open a ticket just to figure that out."
"There's nothing in your help center explaining how to download a past invoice for a cancelled subscription. Spent 20 minutes searching before giving up."
"Your docs don't cover how to connect the Zapier integration when you're on the Starter plan. I assumed it wasn't supported but support told me it actually is."
"I Googled the exact error code I got and your help center came up — but the article was blank. Had to wait two days for a support reply for something that should be documented."
What teams usually miss
Support teams resolve the same questions dozens of times a month but without systematic analysis, those patterns never get flagged as missing knowledge base content.
When agents close tickets without categorizing why the user couldn't self-serve, the signal that a help article is needed gets permanently lost in the data.
A surge in tickets about a feature that already has documentation often means the existing article is stale or unclear — a nuance manual review rarely catches at scale.
Decisions you can make from this
Prioritize which new knowledge base articles to write first based on the ticket topics generating the highest volume of repeat contacts.
Identify existing help articles that need to be rewritten or expanded because users are still opening tickets despite documentation already existing.
Pinpoint specific product workflows or features with zero documentation coverage so your content team can close those gaps before ticket volume grows further.
Set measurable deflection goals by tracking whether publishing new articles reduces ticket volume for the themes Usercall identified as undocumented.