Plain, Help Scout and Freshdesk

Connect your support inbox — Plain, Help Scout or Freshdesk — and Workover tells you which documentation your customers needed and could not find.

What this is for

Everyone knows documentation should be driven by real questions. Almost nobody does it, because the questions are in a support tool and the docs are somewhere else, and nothing joins them up.

This joins them up. Workover reads the conversations, works out what people are asking about, and maps that against what you have published.

What you get

Gaps. Topics customers ask about repeatedly with no page covering them. This is the list worth writing next, and it is derived rather than guessed.

Weak pages. Topics you have documented that people still ask about — which usually means the page exists and does not answer the question, or is impossible to find.

Per-document signal. Open a document and see whether customers are still asking about the thing it covers. A page that was written six months ago and has not reduced its ticket volume is telling you something.

Access

Read-only. Workover reads conversations to analyse them. It does not reply to customers, change ticket state, or write anything back. There is no mode in which it answers a ticket on your behalf.

Connecting

Workspace settings → Integrations → your support tool, then authorise.

For Plain you supply an API key; note the region, since Plain’s EU and US instances have different API hosts and a key from one will not work against the other.

Getting something out of it

Give it a few weeks. The output is only as good as the volume behind it — a handful of conversations will not tell you anything you did not already know, and a few hundred will.

Then treat the gap list as a backlog rather than a to-do: the top item is usually worth writing properly, and the tail is usually noise.