# Repeat question coverage board for Gorgias support teams

> See which questions your agents keep answering by hand, which ones already have a saved answer, and draft the missing ones in a click.

- Workflow type: app
- Services: Gorgias, Notion
- Categories: Customer Support, Operations
- Published: 2026-08-24

## What it does

- Groups the last 30 days of your Gorgias tickets into recurring themes and shows the ticket count for each one, with the trend against the previous 30 days so you can see what is growing.
- Checks each theme against your Notion knowledge base and your existing helpdesk automations, then sorts the high volume themes nobody has covered yet to the top.
- Opens any theme to show the real tickets behind it and the replies your agents actually sent, so you can see how the question is being answered today.
- Turns an uncovered theme into a drafted answer on demand: a background agent writes a customer facing reply and a long form article into your knowledge base as a draft, and tags the sample tickets so next month's volume is measurable.

## What you'll need

- A Gorgias helpdesk login with access to your tickets, messages and tags
- A Notion workspace with your help center or knowledge base database, shared with the connection
- At least a few weeks of ticket history so the themes and the trend have something to measure
- A support lead who can confirm the themes and decide what actually gets published

## Prompt

Build me an app that shows my support ops lead which questions our Gorgias helpdesk keeps answering by hand, and which ones already have a canned answer backed by our Notion knowledge base. This is a review board a lead opens and works out of, not something that runs on a schedule.

The main view is a coverage board. Pull the last 30 days of tickets from Gorgias with List Tickets, and pull the conversation on each with List Messages so we have the customer question and the replies agents actually sent. Use the account tag taxonomy from List Tags, plus the per ticket tags from List Ticket Tags, as a starting signal for what the recurring topics are, then group the tickets into themes by reading the ticket text itself. Show one row per theme with the theme name, the ticket count for the last 30 days, and the trend against the prior 30 days (run the same grouping over the previous window so the comparison is real, and show it as a direction plus a percentage).

The theme grouping is agent work over ticket text rather than a native Gorgias grouping, so be explicit about that in the UI. Show the themes the app derived, and let the lead rename a theme or merge two themes together. Renames and merges persist and are used the next time the board refreshes, so the taxonomy converges on how the team actually talks about the work rather than resetting every time.

For each theme show two coverage signals. First, whether a help center article already exists in our Notion knowledge base: query the knowledge base data source with Query a Data Source and fuzzy match the theme against article titles. Second, whether the helpdesk already automates the answer: read the existing automations with List Rules and fuzzy match the theme against the rule names. Because both are fuzzy, present coverage as a suggested status the human can override, and make the override stick. Sort so the high volume themes with no coverage land at the top, since those are the ones costing the team the most time.

Let the lead set a volume threshold in settings, and hide themes below it so the board stays focused. Let each theme be assigned an owner from the team, so the lead can see at a glance what is claimed and what is still open. Owner, coverage override, threshold, renames and merges are all app state that persists between sessions.

Opening a theme shows a detail view: the representative tickets behind it (link each one back to Gorgias), the replies agents actually sent on those tickets pulled with List Messages, and the current coverage status with whichever article or automation was matched. If an article was matched, show a preview of it by reading the page content with Retrieve Block Children so the lead can judge whether the existing article is any good rather than trusting the title match.

An uncovered theme gets a "Draft the answer" button that starts a background agent. The agent rereads the representative tickets for that theme, identifies the highest quality replies agents already send, and writes the answer using that existing language rather than inventing new policy, promises or refund terms. It then creates a draft page in the Notion knowledge base with Create a Page containing two clearly separated parts: a short customer facing reply snippet ready to be pasted into the helpdesk as a saved reply, and the long form help center article underneath it. Use Append Block Children if the body needs to be built up in sections. Mark the page as a draft using whatever status property the knowledge base database has. Finally, the agent tags the sample tickets with the theme name using Add Ticket Tags, creating the tag first with Create Tag if it does not exist yet, so next month's volume for that theme is measurable.

When the agent finishes, its output lands back in the theme detail view: a link to the draft page, the reply snippet shown inline so the lead can read it without leaving the board, and the list of tickets that were tagged. The theme's coverage status moves to something like "draft written, awaiting review" rather than jumping straight to covered, because a draft is not coverage until a human publishes it.

Two hard rules. Nothing on this board is ever sent to a customer: the app must not create or send any ticket message, and the drafted reply stays in Notion until a human copies it into Gorgias deliberately. And every draft stays internal until a person publishes it, so the agent never marks its own work as live.

## How to customize

- Set the volume threshold so themes below a certain ticket count are ignored and the board stays focused on what matters
- Rename or merge the themes the board derives, and override any coverage status it gets wrong
- Change the comparison window if 30 days against the prior 30 days is not how your team reviews volume
- Assign an owner to each theme so the lead can see what is claimed and what is still open

## FAQ

### How does it decide what counts as a theme?

It reads the actual text of your recent tickets and groups the ones asking the same question, using your existing ticket tags as a starting signal. Because the grouping is judgment rather than a built in helpdesk report, the board always shows you the themes it derived and lets you rename or merge them so the list matches how your team actually talks about the work.

### Will this ever send anything to a customer?

No. Nothing on this board sends a reply, and no draft leaves your workspace on its own. Everything the agent writes lands as an internal draft for a person to review and publish.

### Does it create the saved reply in Gorgias for me?

It writes the customer facing reply as a draft in your Notion knowledge base, alongside the long form article, so a human can review it and paste it into Gorgias when it is approved. That keeps a person in the loop before any wording becomes something your team sends.

### What if it says a theme is uncovered when we do have an article?

Coverage is matched by comparing the theme to your article titles and existing automations, so it can miss a match when the naming is different. Every status is shown as a suggestion you can override, and your override sticks.

### Where does the drafted wording come from?

From your own team. The agent rereads the representative tickets and builds the draft out of the language in the best replies your agents already send, rather than inventing new policy or promises.

Use this prompt in General Input: https://www.generalinput.com/prompts/repeat-question-coverage-board-for-gorgias-support-teams