1 min lesson
Find the doc gaps in your ticket queue
Say what this means in practice. "Cluster recent tickets by symptom and the tallest cluster without a corresponding article is your next doc."
Step 1 of 3
Find the doc gaps in your ticket queue
You don't guess what to document. The queue tells you. Cluster recent tickets by symptom and the tallest cluster without a corresponding article is your next doc.
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Advanced table
Reference table
- Ticket cluster signal
- Same question 8+ times this month
- What it tells you to write
- A symptom-first KB article - clearly nothing self-serve exists yet.
- Ticket cluster signal
- Users find a doc but still file the ticket
- What it tells you to write
- The doc exists but is wrong, stale or buried - fix or surface it, don't add a second one.
- Ticket cluster signal
- Spike right after a release
- What it tells you to write
- A migration / changelog note: the product changed and the docs didn't keep up.
- Ticket cluster signal
- Team keeps re-deriving the same triage steps
- What it tells you to write
- An internal runbook, so any teammate resolves it the same way without re-thinking.
| Ticket cluster signal | What it tells you to write |
|---|---|
| Same question 8+ times this month | A symptom-first KB article - clearly nothing self-serve exists yet. |
| Users find a doc but still file the ticket | The doc exists but is wrong, stale or buried - fix or surface it, don't add a second one. |
| Spike right after a release | A migration / changelog note: the product changed and the docs didn't keep up. |
| Team keeps re-deriving the same triage steps | An internal runbook, so any teammate resolves it the same way without re-thinking. |
The queue is a backlog of documentation, ranked by how often each gap costs you a ticket.
Internal runbooks vs. user docs
User docs help a customer self-serve. Runbooks help your team resolve consistently. Both matter and they're written for different readers.
Audience: the customer in the moment of pain.
Goal: deflect the ticket entirely.
Voice: plain, symptom-first, no internal jargon.
Audience: a teammate triaging the ticket.
Goal: same diagnosis and fix every time, regardless of who's on shift.
Voice: precise, links to logs, escalation owners, known caveats.
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Optional practice
Test yourself on Find the doc gaps in your ticket queue
QWhat's the most reliable way to decide which knowledge-base article to write next?