Automated Help Scout Docs Gap Reports
Every Monday, WebRun opens Help Scout, reads the past week of conversations and their tags, groups them into repeat questions, checks each against your Docs articles and saved replies, writes the gaps into Google Sheets ranked by ticket volume, and sends the top ones to Telegram.
How do I find out which help articles my support tickets are missing?
WebRun reads the past week of Help Scout conversations every Monday, groups them into repeat questions, and checks each against your Docs articles and saved replies. It ranks the uncovered ones by ticket volume in Google Sheets and sends the top gaps to Telegram, so the same question stops arriving next month.
- Articles get written in ticket-volume order, not by guesswork
- Every gap arrives with a real customer phrasing to title it
- Repeat questions are visible as a trend across weeks
Built for support leads · knowledge base managers · customer experience teams · SaaS support
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
secure.helpscout.netin a real browser with your saved login - no setup, no API keys. -
1
Help Scout - read a week of conversations
helpscout.com
WebRun opens Help Scout to read a week of conversations. - Open Help Scout and pull the conversations from the past seven days with their tags
- Group them into repeat questions, using the tags and the wording customers actually used
- Check each group against your Docs articles and saved replies to see whether an answer already exists
- Note the ticket count and the handling time behind each group so the cost of the gap is visible
Done when Every repeat question from the week is grouped, counted, and marked as covered or uncovered.
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2
Google Sheets - rank the gaps by ticket volume
google.com
WebRun opens Google Sheets to rank the gaps by ticket volume. - Write one row per uncovered question with the ticket count, the tags, and a sample customer wording
- Sort the sheet by volume so the biggest gaps sit at the top
- Keep previous weeks in the sheet so a question that keeps arriving is visible as a trend
Done when The sheet holds this week's uncovered questions ranked by ticket volume, alongside earlier weeks.
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3
Telegram - send the articles worth writing
telegram.org
WebRun opens Telegram to send the articles worth writing. - Send the top uncovered questions with the ticket count behind each
- Include one real customer phrasing per question so the article can be titled the way people ask it
- Note any question that has appeared for three weeks running
Done when You have this week's article shortlist in Telegram with the volume behind each question.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it publish articles or reply to customers?
No. WebRun produces a ranked list of articles worth writing. It never publishes a Docs article, never replies to a conversation, and never contacts a customer.
How does it know an article is missing?
It checks each repeat question against your published Docs articles and saved replies. A question with tickets behind it and no matching article is what lands on the list.
Does customer data leave Help Scout?
Only the question pattern, the ticket count, and one sample phrasing reach the sheet and the message. Full conversations and customer contact details stay inside Help Scout.
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