InstantDocs

Knowledge Gap

Getting Started with KG

Get started by integrating your helpdesk and initiating Knowledge Gap to begin identifying gaps in your knowledge base.

TL;DR

1

Access Knowledge Gap

Click to open the Knowledge Gap feature.

2

Connect Help Desk

Click Connect to link your help desk.

3

Select Knowledge Base

Choose the knowledge base for the Knowledge Gap.

4

Find Gaps

Click Find Gaps to start the process.

Let's Do It Together!

Step 1: Access Knowledge Gap

Click on the Knowledge Gap feature to get started.

You will be redirected to the Knowledge Gap page.

Snapshot

Step 2: Connect Help Desk

Click on Connect to link your help desk.

Connection options will be presented.

Snapshot

Step 3: Select Knowledge Base

Choose the knowledge base for which you want to run the Knowledge Gap.

Snapshot

Step 4: Proceed to Next

Click Next to continue.

Snapshot

Step 5: Select Help Desk

Select the help desk you are currently using.

For this instance, we will choose Groove.

Snapshot

Step 6: Enter API Token

Enter the API token for the selected help desk.

Snapshot

Step 7: Select Mailbox

Select the mailbox from which tickets will be used to identify gaps.

We will select Groove Support.

Snapshot

Step 8: Start Gap Search

Click on Find Gaps to start identifying gaps.

It will first analyze 5,100 support tickets from the last three months. Then, at the end of every week, Knowledge Gap will automatically run and analyze 300 tickets from that week.

Snapshot

Step 9: Enter Website

Enter your website associated with the products.

We ask for your website so we can generate a company profile automatically (which you can edit later). This profile helps our AI understand what your company does, what your knowledge base is about, and identify content gaps that are most relevant to your business.

Snapshot

Step 10: Process Tickets

It will automatically begin by processing the first 100 tickets and identifying gaps. Once that’s complete, it will proceed to analyze all 5,000 tickets. You can see the real-time progress too.

Snapshot

Step 11: View Gap

Monitor the gaps being generated from the analyzed tickets.

Snapshot

We automatically suggest fixes for the first five gaps so you can clearly understand what’s happening. That’s why the first five are marked as “In Progress” while the rest haven’t started yet. From here, you can review the priority, open each gap, let the AI suggest a fix, whether that means creating a new article or updating an existing one and then publish the content.

FAQs

Why does it analyze fewer tickets than expected?

This can happen if you don’t have enough tickets for that time period, or if some of the tickets we analyzed didn’t contain sufficient information. In those cases, we reject the ticket after analysis, and it isn’t counted in the “analyzed tickets” metric.

Was this page helpful?

Knowledge Gap Overview