Ninox is a flexible low-code platform that helps organizations build software around the way they work. Business users and developers use it to create custom apps, automate processes and bring ideas to life quickly, increasingly with the help of AI.

The Ninox docs cover everything from getting started and app building to scripting, APIs, administration and AI features. That means writing for very different readers at once: business users and app builders on one side, developers working with scripting and APIs on the other. For Adina Lütge, the test of every page is the same.

“I usually ask myself, could a user successfully follow this page on their own? For me, quality means that users can complete their task without confusion.”

We spoke with Adina, Team Lead Education at Ninox, about how GitBook helps a small team find the questions its docs don’t answer yet — in support tickets, on the marketing website and even in the product itself.

The challenge: knowing what’s missing

Ninox has around 75 people, and its education team has grown from one person — Adina — to two full-time roles, covering the documentation alongside other education formats. Keeping quality high meant regular reviews, with the team going through pages themselves to check for broken links and outdated content, plus whatever colleagues flagged along the way.

“Our wonderful colleagues in support and sales also regularly point us to information that’s missing or unclear. So it’s also a lot of Slack messages.”

When Adina joined, she had the chance to pick a tool and start the documentation from scratch. Ninox’s legacy product had worked differently.

“From what I know of our legacy product, there was not much link checking or stuff like this happening, to be honest. Someone found a broken link and told the tech writer to fix it.”

Content gaps, fed by real support conversations

The team now uses content gaps to see where the docs fall short.

“We started using the content gap feature in GitBook, which has been incredibly helpful to identify questions our documentation doesn’t answer and uncover opportunities for improvement. It opens your eyes as soon as you take a look at the suggestions.”

Ninox connected two sources. The first, its HubSpot support pipeline, was an easy call.

“This is one of the best ways to understand where users are struggling. Support conversations give us direct insights into the questions people are asking and the problems they are trying to solve. When we spot recurring topics, we can improve or create documentation so users can find the answers themselves instead of opening a support ticket.”

Tickets carry more than the question. Adina’s new teammate, Jörg, previously led Ninox’s support team, and she finds the combination of his experience and the ticket data especially useful.

“I would say the support tickets give us much more context. There’s also the answer from a support team member in the ticket itself. When I just look at the feedback from the customers, I don’t get the answer. From the pipeline, I get both combined.”

Alongside content gaps, the team watches GitBook’s page feedback to hear from readers directly, which helps them validate improvements and prioritize the updates that make the biggest difference.

When a gap is on the website

The second source is Ninox’s own marketing website, connected so that messaging and terminology stay consistent across everything customers read. It turned content gaps into a tool for more than the docs team.

“Sometimes the gap isn’t in the docs at all — it’s on the website. When we see a content gap which shows we are right in the documentation, but the website is wrong, we send the description over to the marketing team.”

The product team gets a share too. When Adina showed content gaps to Ninox’s product manager, some of the questions pointed somewhere else entirely.

“Sometimes our users ask questions, but it’s not missing documentation — the feature is just not there. So content gaps are also interesting for the product team, to see how they need to extend our product.”

Better docs, better answers

Ninox runs GitBook Assistant on its docs site as a first line of help for users. Because the Assistant answers from the docs, each gap the team closes pays off twice.

“If the assistant can answer a question based on our documentation, users get help immediately and the support team can really focus on more complex issues. Every gap we close improves both the documentation and the quality of the assistant.”

Looking ahead

With the launch of the new, AI-native version of Ninox keeping the team busy, Adina would rather review the suggestions carefully and prioritize them than rush through the list.

“The content gap feature has already given us a long list of really valuable suggestions. The insights are there waiting for us. It’s not a question of whether we will use them, it’s more a question of finding the time to act on them.”

For Ninox, GitBook turned the support queue and the company website into a running list of what the docs should answer next — with fixes for marketing and product along the way.

Want to know which questions your docs aren’t answering? 

Get started for free or reach out to our team to see how GitBook can turn your support conversations into better documentation.

→ Find the questions your docs don’t answer with content gaps 

→ Give users instant answers from your docs with GitBook Assistant 

→ 7 ways to make your public documentation more useful and lighten your support load