Readers tell you what is missing from your help center every time they search and find nothing. The Content gaps widget collects those searches so you can write the article they were looking for.
Where to find it
Open the admin dashboard and look in the Content performance section. The widget is visible to editors and above, and it honours both filters at the top of that section: the knowledge base picker and the date range (7, 14, 30, or 90 days). With All knowledge bases selected it combines searches across every knowledge base.
If you do not see it, someone may have hidden it; use Edit layout at the bottom of the dashboard to bring it back (see Customise your dashboard).
How a gap is counted
- Every search on your public help center, and every search made through the chat widget, is recorded with the number of results it returned.
- A search that returned zero results counts as a zero-result search. Terms are lower-cased, trimmed, and have extra spaces collapsed before counting, so "Reset Password" and "reset password" are one term.
- The widget ranks terms by how many zero-result searches they produced in the window, and lists the top six. Each row reads like "3 of 5 searches empty": the same term can hit results on some days and none on others, for example after you publish the article.
- A term that always found results never appears, however often it was searched.
- The summary line under the list gives the totals: how many of all searches in the window came back empty.
Search rollups are finalised overnight (UTC), so the newest day can shift slightly until the next morning. See How view counts work for the same timing on other stats.
Turn a gap into an article
- Search the term yourself on the help center. Sometimes the article exists but its title and first paragraph never use the reader's words; rewrite the title or add the phrase, and the gap closes without a new article.
- If nothing covers it, draft the article with the search term in the title or opening line, so the next reader's search matches.
- Publish, then watch the row over the following week. The "empty" count stops climbing while the total keeps rising, and the term drops off the list once its zero-result count in the window reaches zero.