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Changelog
Everything that ships, the day it ships, in the words your team would use. Brands on Docutize get it the same day.
Importing from Dozuki now downloads photos and PDFs several at a time and prepares each photo once, however many steps use it, so a big library comes across in a fraction of the time. The progress bar fills by megabytes downloaded, and you can stop and carry on at any point.
Collections and the guides in them are sorted A to Z by default, with numbers in the right order. Drag one and the order switches to Custom; the A to Z menu switches it back. In list view a collection's row opens to show its sub-collections and guides, which you can reorder by dragging.
A new Analytics area in the dashboard. The Overview shows fault claims against the period before, claims open now, median days to a decision, repeat claims and parts asked for outside warranty, then claims over time, your most claimed products, top issues, how claims were closed and open claims by age. The Products tab groups claims by product, part, reason, country and more. Click a count, a bar or a row to see its claims.
Already on Dozuki? Guides home → Import from Dozuki reads your site, public guides or private ones with your API token (used for the import and never stored), and previews the guides, steps, photos and documents first. Categories become collections, photos go into your media library, PDFs come along, and links between guides point at their new pages. Guides arrive as drafts, or published if you choose. On every plan.
See how often each guide is opened on your help center: the past 24 hours, 7 days, 30 days and all time, on the guide and in a Views column on Guides home. Your team's own visits, bots and link previews aren't counted, and no visitor is tracked. Guides imported from Dozuki keep their view count. Bullet colours now match Dozuki's eight exactly.
Select guides on Guides home to move, publish, unpublish or delete them together, set any guide or collection to Public or Team only, and switch between a grid and a list of collections.
Connect your Shippo account in Settings → Integrations, then buy a label from any claim: compare carriers' rates, pick one, and its tracking number goes on the claim as a parcel, with an email to your customer. Buy labels for many claims at once from the claims list, print them in one PDF with packing slips, and void any you don't use. Parcels going abroad get their customs declaration from the customs details on your parts and products. Shippo charges the postage to your own account; Docutize adds 10¢ a label.
Connect your channel and pick videos from the Knowledge Base. Each one's captions become a transcript the help center answers from, linked to the minute in the video, with its title and description. Videos you delete or make private are removed, and changed captions are picked up weekly or with Sync now.
Connect a Notion workspace and choose pages in Notion's own picker. They sync in with their sub-pages and database rows, up to 1,000 pages, and only edited pages are read again, daily or with Sync now. Stop sharing a page in Notion and it's removed.
Connect a Google account and add Docs, Sheets, Slides, PDFs, Word and Excel files in Google's own picker, up to 50 at a time. Docutize can open only the files you pick. Edits come through daily or with Sync now, and a file you delete in Drive leaves the Knowledge Base too.
Import every article from Zendesk Guide, Help Scout Docs, Intercom Articles, Gorgias or any public help center by its sitemap, up to 1,000 at a time. Preview first; categories become folders, and running it again updates the articles that changed without adding any twice. Keys are used for the import and never stored.
Your customers' conversations with your team live under Messages on the help center. Switches also show clearly on dark help centers.
Customers now make a claim through one guided wizard on your help center: what went wrong, which product, which part (from your catalogue, with its picture), photos, what happened and what they'd like done. Six request types replace the form builder, each tuned from Warranty → Request types. Your team resolves each claim with an outcome or declines it with a reason, and Tidy with AI turns a customer's description into a parts list when you ask.
Connect your store from Settings → Integrations, read only. Recent orders sync straight away and every new or changed order follows on its own, so registrations and claims are checked against real orders with no export to run. Synced orders and CSV imports recognise each other, and customer profiles show lifetime spend. WooCommerce and BigCommerce are next.
Connect GitHub and add a repository's docs: one branch and the folders you choose. Each push re-indexes only the files that changed, and answers from a public repository link to the file on GitHub. Web links you've added now refresh themselves too.
Each plan now includes a set number of team seats, with extra seats added at $29 a month as you invite. Growth and Scale include AI chat resolutions each month; a resolution is a help-center chat the assistant answered that never reached your team.
Pick a background for your help center in Settings → Branding. Text, cards and dividers derive from it, so a dark help center reads as well as a light one. Your logo sits on a square tile.
The help center keeps its sidebar in place while customers move between pages, with each page a rounded sheet beside a narrower sidebar.
Search moved to a newer embedding model with four robustness fixes and a retuned confidence gate, so more questions find the right page and fewer get an answer on thin evidence.
Your team can start a claim on a customer's behalf from their profile, a request in the inbox or the claims list, with photos and videos to follow and any cover questions flagged for review rather than blocking.
A live preview on the left, edited in place, with the question list on the right. Every save keeps a version, and each claim records the version it was made on.
Starter went from 250 MB to 1 GB, Growth from 1 GB to 5 GB and Scale from 5 GB to 20 GB.
Send a claim in more than one parcel, each with its own tracking number, carrier and parts. The claim reads Partially dispatched until everything has gone, and the customer sees each parcel on their claim page. Parcels without tracking are fine too.
A draft now knows what's been sent on a customer's claims, with tracking, and what's still to come, so "where's my part?" gets a real answer.
Customers chat with the AI, or message your team, from a bubble on every help-center page, and can send photos and videos from their phone. Knowledge now groups Guides and Resources together.
About 120 verified fixes across every area, with the database now holding the rules the app checks, so nothing can be written around them.
Customers ask on the exact step, with photos; your team replies as the team, closes threads and works through every open comment on one page.
Image banners for collections and guides, bullets that nest three levels deep with formatting, and an image editor laid out like the guide itself. Tablet and phone layouts throughout.
Publish a guide and customers see it: a step navigator, a link to every step, photos that zoom. Public guides' steps show up in search and AI answers, linked to the step.
A new part of Docutize: collections of guides with difficulty, time, tools and parts, a step builder, a media library, and an image editor with crop, straighten, perspective and annotations.
Lifted cards, plain side columns, no boxes in boxes, and a sidebar whose sections slide open as you move between areas. The bell shows account notifications with a count.
In kilograms and centimetres or pounds and inches, as you prefer, for courier exports that need them.
Templates built from your courier's own file, bulk export from the claims list with filters, and a preview where any cell can be changed.
Group products by category and tag, filter registrations by both, keep option lists in folders, and download a template CSV for any list.
Docutize opens to new brands soon. Join the waitlist and we'll email you when it does.