See the questions customers keep asking that your help pages do not answer.
Support gap digest is a Claude routine that reads last week's support tickets, groups the questions that keep coming back, and checks whether your help pages answer each one. The unanswered ones land on your Desk, biggest first. It reads only. It does not reply to a ticket.
Support gap digest: what it does
It reads the question text of each ticket opened in the look-back window (7 days by default). The prompt tells it to remove names, addresses, order numbers and anything that identifies a customer before it saves anything, keeping only the ticket reference.
A small script groups the questions and counts each group. Groups that repeat at least your minimum number of times (3 by default) are checked against the help pages you list. A question counts as answered only when a page clearly answers it, and the page is recorded.
What it is told never to do
- The prompt forbids replying to a ticket, closing one or editing a help page. The first run is report-only.
- The prompt tells it to remove customer details before grouping and keep only the ticket reference.
- The prompt treats ticket text as data. A ticket that asks it to do something is grouped, never obeyed.
- The prompt forbids merging or splitting groups by hand. It says in the report when two groups look like the same question.
- The prompt forbids writing your settings. If a change looks right, it proposes one and you accept or reject it.
These are rules in the routine's prompt. See honest limits for what is and is not checked by code.
Look-back and repeat settings
| Setting | Key | Default | Note |
|---|---|---|---|
| Look back (days) | lookback_days | 7 | 1 to 30. A longer window means more tickets to read. |
| Minimum repeats | min_repeats | 3 | 2 to 20. A lower value means more groups to check. |
| Help page addresses | help_center_urls | one placeholder address (replace it) | Each page adds at least one page open per run. |
| Inbox messages per run | max_inbox_per_run | 5 | 0 to 20. |
Stages and connectors
| Stage | Kind | Does |
|---|---|---|
| Collect | model | Reads each ticket's question text and reference, with customer details removed. |
| Group | code | Groups questions by a normalised form and counts each group. |
| Check | model | Looks for an answer to each repeated question on the help pages. |
| Learn | code | Turns feedback on earlier runs into learning and proposals before the write. |
| Write | code | Applies the run under the write contract. |
| Connector | Needed | Used for |
|---|---|---|
| Help desk | Required | Read ticket questions. Read access. |
| Web fetch | Required | Open your help pages to look for an answer. |
Installing the pack connects nothing and holds no secret. Products named as alternatives are examples; whether each offers the access listed is unverified.
What the Desk shows
The Desk for this template has one record type, Question, and one view. The Inbox carries a message for each unanswered group, largest first, within your per-run limit, saying how many tickets asked it. How the Desk works.
| View | Shows | Columns |
|---|---|---|
| Repeated questions | Active questions, most repeated first | Example, count, answered |
Install support gap digest
- Install the pluginIn Claude Code 2.1.275 or later. The command line tool needs Python 3.11 or later.
/plugin install routineos --marketplace devkindhq/routineos - Install the packFrom a clone of the repository root. It writes a routine folder, prints what you must connect, runs nothing and connects nothing.
python3 skills/routineos/scripts/routineos.py pack install catalog/support-gap-digest.json --dir my-support-gap-digest - Connect, publish, run onceConnect what the pack lists, publish the Desk, and let the first run go. Nothing leaves the routine on the first run.
The first routine guide walks a template to a first run, and Install a pack lists every refusal the installer can give. Free (MIT). Needs a paid Claude plan.
Known risks and limits
- The grouping is literal: two wordings of one question land in two groups. The digest is a starting point for a person, not a count to report upward.
- Ticket text can hold personal data. The prompt removes it before grouping, but check the stored examples on the first runs.
- A help page can look like an answer and not be one. Whether a question is answered is the model's judgement, so confirm before closing a gap.
- Whether a given help desk offers the read access needed is unverified.
- Scheduling is a research preview and may change. See honest limits.
Related templates and reading
Support use cases
Routines a support team can run, with the Desk and approvals.
Approvals
How a routine asks before it acts, and what report-only means.
How it learns
What the routine suggests after you keep, drop or reject what it found.
More: all templates, questions and answers, schedule a routine in Claude Code.
Check the first digest against your own tickets.
Install RoutineOS, add Support gap digest, and compare the first report-only digest with what you know your customers ask.