Support Doc Gap Finder
Support operations · Doc gap finder

How it works

Point it at any help center that has a sitemap and any ticket queue. This run used Claude's public docs.

  1. Collect tickets from the inbox as they arrive.
  2. Crawl the docs from the site's sitemap into a searchable snapshot.
  3. Group by topic with Claude, by the question the customer needs answered.
  4. Check coverage of each ticket against the closest articles: covered, partial or missing.
  5. Rank the gaps by ticket volume times missing coverage.
  6. Draft the fix for the biggest gap, then re-check every open ticket against it.

The inbox

One simulated week of tickets about Claude. Click a ticket to see which doc answers it, or why none does.

Where the docs fall short

Topics ranked by gap score: each missing ticket counts 1 and each partial counts 0.5. Open a topic to see every ticket and the doc it was checked against.

CoveredPartialMissingRight column: gap score

The fix for the biggest gap

Before and after

Questions for the billing team

The draft only states policy the current docs support. Everything else is marked for confirmation, highlighted in the article.

    Also caught in review

    Two articles disagree about passwords. Managing your active sessions tells people who spot an unknown session to "consider changing your password," but Log in to your Claude account says Claude accounts can't have a password. A customer who thinks they were hacked hits a dead end, which lines up with the account security tickets above.

    Run it yourself

    Commands

    pip install anthropic beautifulsoup4
python crawl_docs.py          # snapshot the docs
python inbox.py replay        # fill the inbox
python find_gaps.py           # group, check, rank, draft
python build_report.py        # this page

    What's real and what's made up

    • Tickets are invented for the demo, along with every name and email.
    • The docs are real:
    • Every verdict was checked against the text of the crawled pages, and each one names the doc it relied on.

    Use it on another product

    • Swap the sitemaps in config.json for your own help center.
    • Replace data/tickets.json with an export from Zendesk, Intercom or a shared inbox.
    • Run weekly to watch the gap score fall as articles ship.