Capability template for customer support and service
Help centre gap review
Once a period, your support lead sees what the help centre is missing, read from that period's tickets and search log: questions agents answered by hand, articles that fell short, articles search could not find, and one gap list ranked by the tickets an article could have saved. The lead decides what is written.
Listed under
Add it to a workflow in the Fully Powered Planner, beside the teams and roles that will run it. Book a fit call
The outcome
The next article your team writes is the one last month's tickets asked for. Every ticket a customer could have settled alone is sorted by what it took: an agent writing the answer by hand because no article holds it, an agent sending a link to an article that already had the answer, or an agent sending a link and then correcting what the article said. The help centre's searches that returned nothing add the words customers typed and did not find.
Each common question gets a plain verdict with its facts: missing, falls short, not found by search, or no gap shown. Questions only your staff can resolve, such as refunds, are set apart, because no article will stop them arriving. Everything ends in one gap list, ranked by the tickets an article could have saved. Nothing is written, published or assigned until the lead says so.
Who starts the work, and when
The support lead, or a support specialist preparing it for the lead, once a period after the tickets are tagged: monthly for most teams, quarterly for a small one. It is also worth running when ticket volume climbs and nobody can say which questions the help centre leaves unanswered.
The lead reads the review, settles the decisions at the end, confirms the gap list and names who writes each item before anyone starts.
What they supply
- The period's ticket export: each ticket's topic, its subject line, the article the agent sent, if any, and a short line on what resolved it.
- The help centre's search log for the same period: each search term, how often it was searched and how many articles it returned.
- The article list from your help centre: IDs, titles and tags.
- Your settings: how many tickets make a topic common, and who receives security and escalation matters.
What comes out
One review in a fixed order. A line for every common topic, with its count, how its tickets were answered and its verdict. The missing articles, with what agents told customers and the words customers used. The articles that fell short, with what the tickets say was wrong. The articles search could not find, with the exact words missing from their titles and tags. Searches that found nothing and match no ticket topic. The topics no article will help. Then the ranked gap list, and the decisions only the lead can make.
A check line at the top shows every ticket in the period counted exactly once. Customer names and company names in the subject lines stay out of the review.
An invented example
Illustrative example with invented data. The company, its customers, the staff, the tickets, the searches, the articles and every figure below are invented. Company V is an invented 25-person company that sells class-booking software to independent fitness and dance studios; its customers are the studios' owners and managers. First come the inputs the support specialist supplied, in full, then the review the capability returned.
The inputs
1. Settings
Period: 1 October 2026 to 31 October 2026
Today: Monday 9 November 2026
Support lead: Lena, support lead
Run by: Omar, support specialist
Common topic: 4 or more tickets in the period
Security role: operations manager
Escalation role: operations manager
Topics that always go to security: account-security
2. Ticket export
ticket_id,created,topic,subject,article_linked,resolution
T-4099,2026-09-30,billing-card-update,update card,KB-210,Customer updated card after link
T-4101,2026-10-02,billing-card-update,How do I change the card we pay with?,KB-210,Customer updated card after link
T-4103,2026-10-03,class-waitlist,Class is full - can people join a waiting list?,-,Agent pointed to the Waitlist switch on the class's Capacity tab
T-4105,2026-10-04,member-import,Upload my client list from old system,KB-118,Customer imported members after link
T-4107,2026-10-05,billing-card-update,Card expired - Studio P,KB-210,Customer updated card after link; said the article showed an old menu
T-4108,2026-10-06,cancel-class,cancel tonight's class,KB-130,Customer followed article after link
T-4110,2026-10-07,refund-request,Refund for last month please,-,Support issued a refund
T-4111,2026-10-08,class-waitlist,waitlist for Saturday class,-,Agent pointed to the Waitlist switch on the class's Capacity tab
T-4113,2026-10-09,member-import,import contacts from spreadsheet - Ana at Studio K,KB-118,Customer imported members after link
T-4114,2026-10-09,app-notifications,members not getting reminder texts,-,Agent turned on reminder texts in the admin console
T-4115,2026-10-09,billing-card-update,new credit card for our subscription,KB-210,Customer updated card after link
T-4117,2026-10-12,cancel-class,How to cancel a class and tell people,KB-130,Customer followed article after link
T-4119,2026-10-13,class-waitlist,how do waitlists work,-,Agent explained how members join the waitlist once the Waitlist switch is on
T-4120,2026-10-13,refund-request,charged twice,-,Support issued a refund of the duplicate charge
T-4122,2026-10-14,billing-card-update,can't find where to update card,KB-210,Article's menu did not match the screen; agent sent steps for Settings > Billing and plans > Payment methods
T-4123,2026-10-15,,Question about your API,-,Agent answered by email
T-4124,2026-10-16,member-import,moving clients over,KB-118,Customer followed article after link
T-4126,2026-10-18,cancel-class,cancelling a class at short notice,KB-130,Customer followed article after link
T-4127,2026-10-19,class-waitlist,Members asking to queue for full classes,-,Agent pointed to the Waitlist switch on the class's Capacity tab
T-4128,2026-10-19,account-security,Someone else may have logged in to our account,-,Passed to the operations manager
T-4129,2026-10-20,refund-request,want refund after cancelling,-,Support issued a refund
T-4130,2026-10-20,billing-card-update,card expired and payment failed,-,Agent sent steps for Settings > Billing and plans > Payment methods
T-4131,2026-10-21,app-notifications,Reminder emails going to spam,-,Customer added the sending address to their mail settings
T-4133,2026-10-22,member-import,upload clients excel,KB-118,Customer followed article after link
T-4135,2026-10-24,class-waitlist,waiting list not showing for members,-,Agent pointed to the Waitlist switch on the class's Capacity tab
T-4136,2026-10-25,cancel-class,Cancel class,KB-130,Customer followed article after link
T-4137,2026-10-26,refund-request,Refund - Studio P,-,Support issued a refund
T-4138,2026-10-27,billing-card-update,Change card on file (Maria),KB-210,Customer updated card after link
3. Help-centre search log, October 2026
search_term,searches,results
card expired,9,0
upload clients,6,0
waiting list,5,0
gift cards,4,0
cancel class,4,2
import contacts,3,0
opening hours,1,1
4. Article list
article_id,title,tags
KB-101,Add your studio's opening hours,opening hours; studio details
KB-118,Import members from a spreadsheet,import; members; CSV
KB-130,Cancel a class and tell booked members,cancel class; notify members
KB-145,Set up class packs,class packs; credits; pricing
KB-210,Update your payment card,payment card; billing; update card
The output
HELP CENTRE GAP REVIEW: 1 October 2026 to 31 October 2026
For: Lena, support lead. Prepared Monday 9 November 2026 for Omar, support specialist.
Tickets: 28 in the export; 27 in the period; 1 outside the period, left out.
Articles: 5. Search log: 7 terms, 5 with no results.
Common topic: 4 or more tickets in the period.
Check: 23 in common topics + 2 in topics below the threshold + 1 with no topic + 1 sent to security or escalation = 27 tickets in the period.
TOPICS REVIEWED
1. billing-card-update: 6 tickets (T-4101, T-4107, T-4115, T-4122, T-4130, T-4138). Answered by hand 1; answered with a link 3; link fell short 2; staff action 0; unclear 0. Articles: KB-210. Searches with no results: 9. Verdict: Falls short, Not found by search.
2. class-waitlist: 5 tickets (T-4103, T-4111, T-4119, T-4127, T-4135). Answered by hand 5; answered with a link 0; link fell short 0; staff action 0; unclear 0. Articles: none. Searches with no results: 5. Verdict: Missing.
3. cancel-class: 4 tickets (T-4108, T-4117, T-4126, T-4136). Answered by hand 0; answered with a link 4; link fell short 0; staff action 0; unclear 0. Articles: KB-130. Searches with no results: 0. Verdict: No gap shown.
4. member-import: 4 tickets (T-4105, T-4113, T-4124, T-4133). Answered by hand 0; answered with a link 4; link fell short 0; staff action 0; unclear 0. Articles: KB-118. Searches with no results: 9. Verdict: Not found by search.
5. refund-request: 4 tickets (T-4110, T-4120, T-4129, T-4137). Answered by hand 0; answered with a link 0; link fell short 0; staff action 4; unclear 0. Articles: none. Searches with no results: 0. Verdict: Staff action.
MISSING
- class-waitlist, 5 tickets answered by hand (T-4103, T-4111, T-4119, T-4127, T-4135). The agents' replies: pointed to the Waitlist switch on the class's Capacity tab (4 tickets); explained how members join the waitlist once the Waitlist switch is on (1 ticket). Customers asked: "waiting list" (2 tickets); "waitlist" (2 tickets); "full class" (2 tickets). Searched "waiting list" 5 times, no results.
FALLS SHORT
- KB-210, "Update your payment card", for billing-card-update: T-4107: the customer said the article showed an old menu; T-4122: the article's menu did not match the screen, and the agent sent steps for Settings > Billing and plans > Payment methods.
NOT FOUND BY SEARCH
- KB-210, "Update your payment card", for billing-card-update: searched "card expired" 9 times, no results. Not in the title or tags: expired.
- KB-118, "Import members from a spreadsheet", for member-import: searched "upload clients" 6 times and "import contacts" 3 times, no results. Not in the title or tags: upload, clients, contacts.
NO GAP SHOWN
- cancel-class, KB-130: 4 tickets still arrived; 4 answered with a link.
SEARCHED WITH NO RESULTS, NO COMMON TOPIC
- "gift cards" (4 searches); see decision 1.
NOT FOR THE HELP CENTRE
- refund-request, 4 tickets (T-4110, T-4120, T-4129, T-4137): staff action, support issued a refund on each.
- account-security, 1 ticket (T-4128): security, for the operations manager.
GAP LIST (ranked by tickets an article could have saved)
1. Correct, Add search words: KB-210, "Update your payment card". Tickets an article could have saved: 6. Searches with no results: 9. Do: correct the menu the article shows (T-4107: an old menu; T-4122: did not match the screen; the agent's steps were Settings > Billing and plans > Payment methods), and add "expired" to the title or tags.
2. Write: class-waitlist, new article. Tickets an article could have saved: 5. Searches with no results: 5. Do: an article on the Waitlist switch on a class's Capacity tab and how members join the waitlist once it is on, for customers who ask about a "waiting list", a "waitlist" or a "full class".
3. Add search words: KB-118, "Import members from a spreadsheet". Tickets an article could have saved: 4. Searches with no results: 9. Do: add "upload", "clients" and "contacts" to the title or tags.
DECISIONS FOR LENA, SUPPORT LEAD
1. "gift cards". Searched 4 times in October with no results; no ticket in the period is about it and no article covers it. Add it to the gap list, find out more first, or leave it?
BELOW THE THRESHOLD
app-notifications (2)
DATA NOTES
Tickets with no topic: 1 (T-4123).
Customer details kept out: company names: T-4107, T-4113, T-4137; first names: T-4113, T-4138.
Tags that may mean the same topic: None.
Draft for Lena, support lead's decision. Nothing has been written, published, edited or sent, no writer has been named, and no ticket or article has been changed.
Where it fits
- Customer support and service, which owns the help centre and answers every question it leaves open.
- Software technology, where every new screen brings questions the help centre has not met yet.
- E-commerce and retail, where orders, deliveries and accounts generate the same questions week after week.
- Professional services, where client portals and billing questions repeat across every client.
- Established businesses, where the help centre has grown for years and nobody has read it against the tickets.
- Growth & scaling, when ticket volume rises faster than the support team can.
What has to change for your company
Agree your ticket topics and tag consistently; the review counts your tags and never invents its own. Agree a habit for the resolution line, because the review reads it: say when a linked article worked, when it was wrong or out of date, and when staff did the work. Export with the column headers the template expects, or tell it yours; when a header does not match, it stops and asks. Export the help centre's search log for the same period. Set how many tickets make a topic common, and name who receives security matters, which never become help-centre work. It runs in ChatGPT, Claude, Copilot or Gemini from files you export; it needs no connection to your helpdesk.
What has been checked
Fully Powered AI wrote this capability template as its own method. It was editorially reviewed on 10 November 2026. It was tried on its invented example in Claude on 10 November 2026, by the session that wrote it rather than an independent one; the record is published with it and says so. It has not yet been tested in a client environment. It has not yet been tested as a packaged version in ChatGPT, Claude, Copilot or Gemini.
Testing in your environment means running it on a past month your support lead remembers well, with hard cases written in advance: a topic only staff can resolve, an article an agent had to correct, a search term that matches no ticket, an export with different column headers, two tags that mean the same thing, a ticket about a compromised account. The lead checks every count against the export before anyone relies on the list. Pilot acceptance-test preparation sets those cases up, and what we test before we call an AI workflow ready describes the record we keep.
The full capability template
Everything above is the outline. The complete capability template is the working version: the roles, the inputs, the procedure, the exceptions and stop conditions, the output format, the reviewer checklist, the acceptance tests, the instructions for an AI assistant and what to customize for your company. It comes with a download and the link to its folder in Fully Powered’s public repository.
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Next step
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