Gap tickets
How prompts where you are not visible become new content or update tickets, and how to control them.
A gap ticket is a ticket the AI visibility run creates for a prompt where your content is weak or missing and the AI does not name you. If a page exists but answers the prompt badly, you get a refresh ticket for that page. If nothing answers it, you get a new article ticket. The writer then handles it like any other ticket.
Which prompts become tickets
A prompt becomes a gap ticket when all of these are true:
- Its content match is update (score 40 to 79) or new (below 40).
- It has no gap ticket yet, and it is not already mapped to an open ticket.
- When ChatGPT or Gemini checks ran, you were not visible (mention rate below 50%) in any engine.
The agent sorts the gaps by demand, highest first. When demand is equal, the worst content match comes first. It then creates up to Max new tickets per run tickets (default 3, from 0 to 10).
Note: Without OpenAI or Gemini keys, step 3 is skipped. Gaps are then based on content match only.
What kind of ticket you get
| Content match | Ticket type | Title |
|---|---|---|
| update, with a mapped page | Refresh | Answer "<prompt>" on /your-page |
| new | New article | The prompt topic |
Priority is High when demand is 100 or more, otherwise Medium. The ticket source is prompts.
If an open ticket already has the same keyword, the agent links the prompt to that ticket instead of making a new one.
What the writer gets
Each gap ticket stores evidence, including:
- The reason: "People ask AI assistants:
" plus the mapping reason. - The prompt, the demand estimate and its source, and the match score.
- A note for the writer: answer the prompt directly near the top, in plain words, with specific facts, so ChatGPT and Gemini can quote and cite the page.
The ticket starts with an empty brief. When the writer picks it up, the brief agent writes one first, using live search results if you set up a SERP source. See SERP.
Create a gap ticket by hand
You do not have to wait for the weekly run.
- Go to Insights.
- Find the prompt in the AI assistant prompts table.
- Click Create ticket (for new) or Update ticket (for update).
The button is not shown for prompts marked covered. Once a ticket exists, the row shows a link such as Ticket #42.
Control the volume
| Setting | Where | What it does |
|---|---|---|
| Max new tickets per run | Settings > AI prompts | Most gap tickets per weekly run. Set 0 to only report |
| Articles the writer picks up per week | Settings > Weekly schedule | Weekly writer limit for all tickets |
| Writer picks up the next to-do ticket by itself | Settings > Weekly schedule | Turn off to write only when you click Write now |
Tip: Gap tickets compete with research and audit tickets for the writer's time. If prompts matter most to you, raise Max new tickets per run and lower New tickets per research run.
After the article is published
- Wait for the AI engines to find the page. This can take days or weeks.
- In Insights, click Check now on the prompt to run a new round.
- Compare the new mention rate with the old one.
If the rate does not move, read the latest answer in the tooltip. Look at what the cited pages have that yours does not, then add a lesson or click Improve again on the ticket.
Manage gap tickets
Gap tickets behave like other tickets on the Ticket board:
- Move to backlog to park it.
- Cancel if the prompt does not fit your business.
- Remove the prompt in Insights if you never want it tracked again.
Warning: Cancelling a ticket does not remove the prompt. The prompt stays linked to the cancelled ticket, so the weekly run does not make a new gap ticket for it, but the prompt is still checked every week. Remove the prompt if you do not want to track it at all.
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