Help centre

The situation

Help centres grow by accretion. Articles are written after incidents, rarely revisited, and gradually contradict each other. Support teams keep private notes because the public articles are not reliable, and customers stop searching because the answers are stale.

How DocOpsly handles it

• Questions are triggers. Repeated questions that current articles do not answer well become proposed articles or revisions.
• One canonical article per topic. The baseline review surfaces duplicates and contradictions; reviewers merge them once and the loop keeps them merged.
• Releases update articles automatically. When a setting moves or a flow changes, the affected articles are redrafted and queued.
• Support assistants cite pages. Automated answers point to the exact article, so customers can read further and agents can be corrected quickly when something is wrong.

What changes for the team

Support leads approve rather than write. Private notes become public articles because the public articles are trustworthy again. Deflection improves because the answers are current.

Good fit if

• Your help centre has hundreds of articles and no clear owner.
• Agents or assistants answer customer questions and need reliable sources.
• Your team maintains internal real answers alongside the public ones.