Duplika leaves Zendesk Guide behind

Meet Duplika

Duplika provides hosting and online services with a very small team. Everyone does support, so current documentation matters to everyone. When the guides are current, the whole team can help customers without answering the same question from scratch.

Zendesk Guide had become the old way of doing things

Duplika recently migrated from Zendesk Guide. Juan’s comparison is deliberately blunt:

“It feels like upgrading from Internet of the 90s.”

This was not just a change of look. Duplika wanted the basic workflow to be faster and more intuitive, without paying for add-ons to get features such as a table of contents. They also wanted the knowledge base to live in a subfolder of their own domain, close to the product and the rest of their customer experience.

“Everything works faster, more intuitive, no more paid addons to just have table of contents, and being able to host our knowledge base at a subfolder of our domain is amazing.”

Support tickets show the documentation gaps

When everyone does support, a ticket should do more than get answered. It should show you what the guide failed to explain.

Duplika wanted Ferndesk to monitor support tickets and give feedback on how to improve the guides. That turns support into a source of documentation work. Instead of waiting for someone to notice a pattern, the team can see where the help center needs a clearer answer, a missing article, or a better explanation.

“Allowing Ferndesk to monitor our support tickets, and give feedback on improving our guides is what I always dreamed of to keep our help desk updated.”

With support-ticket monitoring, Fern has the conversation as context when it suggests a documentation change. The team reviews what gets published; it no longer has to connect every ticket to the guide that should have prevented it by hand.

A clearer view of what to improve

Duplika also called out the reporting. It is easy for a small team to know that customers are asking questions; it is harder to know which questions deserve a documentation fix first. Reporting gives the team a way to identify potential improvements and see the help center as a system that can get better over time.

“Reporting is easy and intuitive, viewing everything we need to identify potential improvements.”

For Duplika, the upgrade is practical: a faster help center under its own domain, with reporting that shows what customers are still struggling to find. When everyone does support, that means fewer repeated explanations and a more dependable answer for every customer.