SmartSupport

Start by turning your scattered docs and FAQ notes into a living help hub. In SmartSupport, spin up a workspace, import existing PDFs or markdown, and organize content into clear sections. Use article templates for release notes, how‑to guides, and troubleshooting checklists so authors move fast and stay consistent. Add images, videos, and code blocks where needed, then label content with meaningful tags and audiences (new users, admins, developers). Set draft, review, and publish states so editors can request changes and approvers can ship updates on schedule. Lock sensitive topics behind roles, and surface must‑read pieces with featured placements. When you’re ready, push live and let customers self‑serve without waiting in a queue.

In daily support, your team works from one screen. Type a question into the global bar exactly as a user would ask it—SmartSupport handles conversational queries, typos, and synonyms. Narrow results with filters for product, version, and audience, and scan highlighted matches to jump to the right paragraph. Open attachments in‑place and copy snippet links directly into responses. Turn a solved discussion into a polished article with one click, or link an existing guide to a forum thread to close the loop. Saved searches keep common issues at your fingertips, and suggested answers appear as you type, helping agents resolve faster and reduce escalations. When a gap appears, convert the conversation into a content request, assign an owner, and track it through drafting to publication without leaving the platform. more