[angusb]

Congrats, this is a great story! One small thing:

> Every time I check out competitors' sites — those who also build knowledge base or customer support platforms — I notice something odd. Almost all of them use third-party tools like Intercom or Zendesk to support their own customers. That surprises me. If your product is so great — why don’t you use it yourself? For me, that’s a golden rule: your product should be so good you want to use it yourself. If not, that means something’s wrong.

Is this not just because Intercom and Zendesk have their own ticketing systems tightly integrated to the docs? Integrating the two allows e.g. customer query auto-reply based on RAG with the documentation, or auto-replying with the 3 support articles most likely to solve the problem. I assume Perfect Wiki has no equivalent ticket integration?

[dabbz]

I also see it as a contingency plan. How do customers get help from you if your service has interrupted downtime? Relying on separate systems helps you be available still. It's one of those things that is not a problem until it's a problem.

[angusb]

BTW - I see you have a LLM answering questions based on your docs on the help pages (which is great). So really I mean for customer support issues that are raised outside this channel

[jd3]

When working for my former employer, we rolled our own help center, but after awhile, it was deemed easier and cheaper to just cut it and transfer everything to zendesk.

[1oooqooq]

because internal ones are about knowledge, external ones are about driving sales and reducing support costs.

[sochix]

Not yet, but it is in our roadmap