Support teams usually know which questions keep coming back. That knowledge tends to stay in people's heads, and the documentation task it implies rarely gets written down.
A repeated question is also not always the same kind of gap. Sometimes no article covers it, sometimes an article exists but nobody can find it, and sometimes the page is there and out of date. Those need three different fixes.
Ask your agent to check the recurring questions against the help centre and say which kind of gap each one is.
What the agent starts with
The agent reads two weeks of closed conversations on the Support board, and the repository the help centre is built from — the same files the site serves, one per article, with its title, section and the date it was last updated.
Three questions come up more than twice in that fortnight, and each fails the help centre differently. Exporting a single project has no article at all. View-only access has one, filed as Sharing a project with someone outside your team, so searching for "view" does not find it. The timezone setting has an article that was last updated in March 2024 and describes a path that no longer exists.
The tasks go to a Docs board where Published tracks what is live and To write holds the backlog.
The prompt
Naming each task with a verb is what makes the list workable. Writing a page, retitling one and refreshing one are three different jobs of three different sizes, and a backlog that calls all of them "docs gap" hides that.
What comes back
Three goals appear in To write on the Docs board, one of each kind. The Write one is the missing export article. The Make findable one names the sharing article and quotes what customers typed instead, which is most of the retitling work. The Update one points at the timezone page, last touched in March 2024.
Each one also carries the customers' own wording, the raw material for whoever writes the page and better search-engine copy than anything written from scratch.
