Help center gap prioritizer: which article to write first
You cannot write every article at once. List the gaps with a monthly ticket count and an effort estimate, and see which to write first.
Write them in this order
- 1. Reset password80 tickets a month per hour of writing
- 2. Invoices20 tickets a month per hour of writing
- 3. Export data15 tickets a month per hour of writing
- 4. Change plan13 tickets a month per hour of writing
- 5. Set up SSO2 tickets a month per hour of writing
Tickets a month divided by hours to write. A long article for a rare question goes last; a ten minute fix for a common one goes first.
Questions
How does the ranking work?
Each topic's monthly ticket count is divided by the hours it takes to write the article. The topics that remove the most tickets for the least effort come first.
Where do I get the ticket counts?
Tag or search your last month of tickets by topic and count them. Even a rough count from a sample of 100 tickets is enough to order the list.
How do I estimate hours to write?
Count research, writing, screenshots and review. A simple how-to is usually one to two hours. A setup guide with several systems can take a day.
Will an article remove every ticket on that topic?
No. Many customers still write in, so treat the figure as a ranking aid, not a forecast. A clear, findable article often removes a third to a half.
What if two topics tie?
Write the one that blocks customers most, such as login or billing, first. Then check search and ticket counts a month later to see if it worked.
Link to this page
Free to use and share. If it helped, a link back is the best thanks.
<a href="https://flatdeskfinal.vercel.app/free-tools/help-center-gap-prioritizer">Help center gap prioritizer</a>Guides that go with this tool
- How to write a help center article that stops repeat ticketsHow to turn a repeat question into a help center article that customers find, finish and act on, so the ticket never gets written.
- Keep your help center current: a monthly maintenance routineA simple monthly routine for finding stale help center articles, fixing the ones customers actually read, and retiring the rest before they cause tickets.
- Answer a customer's question about an integrationHow to answer integration questions well: check what is supported, say what it does and does not do, link the setup steps and log requests you cannot meet.
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