Report a Content Gap from the Gap Dashboard

🎯 Who this article is for: Admins who want to proactively track and manage known content gaps in their platform.

💼 Package requirements: Knowledge Engine is available as an add-on for the Starter Package, Growth Package, and Enterprise Package on Google and Microsoft suites.

🔒 Permissions: Only admins can create content gaps from the Gap Dashboard.

1. Overview

Knowledge Engine helps your organization stay on top of the information employees need most. When content is missing, outdated, or unclear, the Gap Dashboard gives admins a single place to document those gaps, assign them to the right people, and track progress to resolution.

Gaps can be identified automatically through Search or flagged directly from a page, but the Gap Dashboard also lets admins create gaps manually, which is useful when you already know something is missing and want to get it into the workflow right away.

Assigned users see a focused view of the Gap Dashboard showing only the gaps assigned to them, so everyone knows exactly where to focus.

2. Before you begin

• Knowledge Engine must be enabled in your environment.
• You must be an admin to access the Gap Dashboard and create gaps.
• Search the Gap Dashboard for related keywords before creating a new gap to check whether a similar one already exists. The system does not prevent duplicate gaps at creation time.
• Have a clear title ready that briefly summarizes the issue (for example, "Missing parental leave policy for UK employees").
• Each gap can be assigned to a single owner. Assigning ownership is optional but recommended, as it gives the responsible person a focused view of their gaps and keeps resolution on track. Note that no notifications are sent when a gap is closed, regardless of who closes it or whether it was assigned.

⚠️ Important: Manually created gaps are set to high priority by default. Review the priority after creation and adjust it if the urgency warrants it.

3. When to create a gap from the Gap Dashboard

The scenarios below show the kinds of situations where manually creating a gap is the right approach. In each case, you already know something is missing or needs updating, and creating a gap straight away means it gets assigned to the right person before anyone has to go looking.

• Something in your organization has changed and your intranet hasn't caught up yet: Rather than waiting for employees to find outdated content, creating a gap straight away assigns ownership and makes sure the update happens before people start searching for it.
• Content that should exist in your intranet doesn't yet: A new process has been defined but not documented, a new team has formed with no page of their own, a new tool has launched with nothing to guide people through it. Creating a gap captures the need and gets it to the right person.
• Your organization has just started using Knowledge Engine and there's a backlog to work through: There are gaps in your intranet beyond what search failures have surfaced. Creating gaps for known content needs from day one gives your team a structured starting point and establishes clear ownership from the beginning.
• Employees are flagging content needs, but not through any official channel: Someone mentioned in a meeting that the onboarding guide is out of date. A message came in saying the expenses policy is nowhere to be found. Creating a gap means the issue gets assigned, tracked, and resolved, rather than getting lost in a chat thread.

4. How to create a content gap from the Gap Dashboard

1. Go to the Gap Dashboard. This is accessible on desktop only.
2. Select Report a new gap from the top-right corner of the dashboard.
3. In the side panel that opens, select a Category for the type of issue:
   1. Missing information
   2. Incorrect information
   3. Other
4. Enter a short title that describes the overall issue
   1. Example: "Missing parental leave policy for UK employees."
5. Add any additional context that will help the assignee understand what needs to be created or updated. 
   1. Example: "The UK employee handbook does not include a parental leave policy. We need a page covering eligibility, duration, and the application process, aligned with the updated policy agreed in March 2026."
6. In the Assignment field, search and select the user who will be responsible for closing the gap.
7. Submit the gap.

Once submitted, the gap appears in the Gap Dashboard immediately. Review the priority and update it if needed.

If you assigned the gap to someone, they are notified by email. The notification is sent with a short delay to account for accidental assignments. The email includes:

• The gap title and description.
• Search volume.
• Impact data.
• An "Open gap" button linking directly to the gap in the Gap Dashboard.

5. Best practices

Manually creating gaps works best as part of a regular workflow rather than a one-off fix. The tips below help you get the most out of the Gap Dashboard over time.

• Be deliberate about what belongs in your intranet: Before creating a gap, ask whether this is information employees should be finding in your intranet. If the answer is yes, create the gap. If the content lives somewhere else and works well there, a gap is not necessary. Keeping this threshold clear ensures your Gap Dashboard stays focused and actionable.
• Look for recurring gaps in the same area: If the same team or subject area keeps generating gaps, that is a signal worth acting on. Consider whether ownership for that area of content is clearly defined, and whether the right people have been given responsibility for keeping it current.
• Make gap creation a regular habit: The Gap Dashboard works best when it reflects what you already know, not just what search has surfaced. Reviewing known content needs at the start of a project, after a policy change, or following a company update keeps your intranet accurate without waiting for employees to notice something is missing.

⚠️ Important: If you edit a page directly from the page editor outside the Knowledge Engine workflow, the associated gap will not close automatically. Return to your Gap Dashboard and update the status to Resolved manually.

🔎 For guidance on reviewing, prioritizing, and managing gaps over time, see our article on How to Manage Gaps.

6. Frequently asked questions

Can I create a gap without assigning it to someone? 

Yes. Assignment is not required when creating a gap manually. However, unassigned gaps are only visible to admins, so if you want the right person to take ownership and act on it, assigning it straight away is the best approach.

Should I create a gap if the information already exists outside of my platform? 

Only if you intend for that information to be added into your platform. If content exists elsewhere (for example, in a standalone Google Doc) and you are happy for it to remain there, creating a gap is not necessary. The goal is to make the right knowledge discoverable through your platform, not to move all content into the platform.

What is the difference between creating a gap from the Gap Dashboard and flagging content from a page? 

Creating a gap from the Gap Dashboard is used when you already know a gap exists and want to proactively track and assign it, often before looking at a specific page. Page-level flagging is used when someone identifies an issue directly while viewing existing page content. Both methods create content gaps and follow the same process once created.

If I update a page, will the gap close automatically? 

Not automatically. The Knowledge Engine tracks gap resolution through the workflow itself. If you update a page outside the Gap Dashboard (for example, by editing it directly in Happeo), you will need to return to the Gap Dashboard and close the gap manually.

What do assigned users see? 

Users assigned to a gap see a focused view of the Gap Dashboard that shows only their assigned gaps. This keeps their to-do list clear without giving them visibility into gaps that aren't theirs to resolve.

Is the Gap Dashboard accessible on the mobile app?

The Gap Dashboard is available on desktop only. Gaps can still be detected automatically from mobile searches, so nothing gets missed regardless of where your employees are searching.

Does anyone get notified when a gap is closed?

Closing a gap doesn't send a notification to anyone involved. This keeps things simple, but it does mean that if you want to let an assignee know their work is done, you'll need to give them a heads-up directly.

Can I delete a gap?

No. It is not possible to remove a gap, for either admins or assigned users. Gaps that have been resolved can be marked as ‘Resolved’, while gaps that are not relevant or are intentionally out of scope can be marked as ‘Ignored’.