x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
Support
Short answers to the questions teams ask first. If yours isn't here, send us a message.
In your account menu: click your company's name at the bottom left of the dashboard. Get help (this page), Upgrade plan and Log out are there too. Some sections, such as Company and Danger zone, only show for owners and admins.
A good order to work in:
Your help center is live from day one at its own docutize.io address, shown under Your public URL in Settings → Help center. View your help center on your dashboard's Home opens it. The address stays the same if you rename your brand. Your own domain, such as support.yourbrand.com, comes with Growth and above; until it's switched on for your account, the docutize.io address is the one to share.
In Settings → Help center, an owner or admin chooses how much AI it uses: Search only, AI-assisted answers, or on Growth and Scale, Full AI chat. The Public help center switch there takes it offline if you ever need to. Your brand name, logo (PNG, JPG or WEBP, up to 2 MB) and colours are in Settings → Branding.
Settings → Team: an owner or admin enters their email under Invite a teammate, picks Member or Admin and clicks Invite. They get an email with a link that works for 7 days. Your plan includes a number of seats (2 on the trial, 2 on Starter, 5 on Growth and 10 on Scale), and a pending invite uses one. On a paid plan you can invite past that: each extra seat is $29 a month ($290 a year on an annual plan), added to your plan and taken off again when the seat is freed.
Owners and admins can change someone's role or remove them on the same page. Members handle the day-to-day work (tickets, claims, customers, documents) but not settings, billing or the team. Admins run those too, and Owners can also manage other owners.
Warranty → Orders → Import orders. Choose your file, pick Shopify order export (read as it is) or Another system (you say which column holds what), and check the preview: nothing is saved until you import. Any SKUs that aren't on a product yet are listed so you can link them.
Importing the same orders again never creates duplicates: it only picks up new fulfilment dates, cancellations and refunds. Undo import, under Recent imports on the Orders page, takes an import back out, keeping any order a customer has already registered a product from.
Warranty → Products, then Add product. Give each one its warranty period, whether that starts from the order date or the shipping date, and the Store SKUs (or Order item names, for orders without SKUs) that identify it in your orders. Without either, imported orders can't be matched to it.
Then add its parts with Add part, or all at once with Import parts: paste a list from a spreadsheet or upload a CSV.
PDF, Word (.docx), Excel (.xlsx), Markdown and plain text, up to 25 MB each and 20 at a time. In the Knowledge Base, choose Upload files, or drag files onto the page or straight onto a folder. Add web link brings in a public web page (pages behind a login can't be read), and Integrations keeps documentation from a GitHub repository in step (see below). Part numbers in Excel parts lists become searchable, from columns such as Part number, SKU or P/N.
Files count towards your plan's storage, which is shared with guide photos and documents, claim photos, proofs of purchase, and ticket and chat attachments: 25 MB on the free trial, 1 GB on Starter, 5 GB on Growth and 20 GB on Scale.
In tabs, one for each way documents come in: Files (your uploads and your own folders), Web links (once you add one), and a tab for each source you add in Integrations, such as GitHub or an imported help center. A tab only shows what came in that way, and your help center's Resources page has the same tabs.
A source's tab has a section for each account: each GitHub account or organisation, each imported help center. Sections come from the source itself, not by hand, and what's in them follows the source's own layout. In Files and Web links you make folders anywhere and move things between them; a document stays in the tab it came in by.
Click any document to preview it without leaving the list, with its details, its source and a download beside it. In the GitHub tab, the arrow beside a folder opens it in place so you can look through a repository quickly.
It only answers when your documents (uploaded, from web links or synced from GitHub) and published guides clearly cover the question; otherwise visitors see the search results on their own. The fix is usually a document that covers it.
In Settings → Help center, check that Mode isn't Search only, and try a less strict Confidence threshold. Answers never use Internal folders, or documents whose tag you've ticked under Category exclusions. They also stop for the month once your AI allowance is used up (your count is on the same page).
Put them in a folder set to Internal: open the folder's menu and choose Internal under Visibility. Only owners and admins can change this, and subfolders follow their folder. Internal documents never appear in your help center's search, AI answers or Resources, but your team still finds them, and the Knowledge Base's AI Chat can use them.
Documents that aren't in a folder are public. Deleting an Internal folder moves its documents to the top level, which makes them public, so move them into another Internal folder first.
On Growth or Scale, an owner or admin opens Settings → Help center, chooses Enable (read risks first) next to Full AI chat, reads the risks and presses I understand and accept these risks. Chat is on straight away, in a bubble on every page of your help center.
It answers only from your documents and published guides. When it can't, it says so and offers Talk to a person: the customer logs in and the conversation arrives in your Inbox as a ticket. Growth includes 1,500 chat messages a month and Scale 7,500. View conversations, on the same page, shows every chat, and you can delete them there.
Yes. The AI Chat panel beside the Knowledge Base answers your team on every plan, one question at a time, using Internal folders too. On Growth and Scale an owner or admin can turn on full conversations there with Enable it (read risks first). Search in the Knowledge Base also finds matching guide steps, under In guides.
Each web link has an Automatic refresh setting: Daily, Weekly (the default), Monthly or Off. Choose it when you add the link, or change it on the link's page under Details. On that schedule we fetch the page again and only re-index it when its text has changed. If a check fails, search and answers keep using the previous version and the link shows a note saying why. After 5 failed checks in a row the link is paused; use Refresh from source to try again. Checks don't run while your trial or plan has ended.
An owner or admin opens Integrations in the Knowledge Base. The first time, choose Connect GitHub there: you install Docutize's GitHub app on the repositories you choose (it can only read them, never change anything) and come back. For a GitHub organisation, whoever connects it needs to be an owner of it, or an admin of every repository Docutize can read there. Then choose Add a repository, pick a repository, its branch and the folders to import. Each push to that branch updates only the files that changed, and files deleted on GitHub leave your Knowledge Base. If the GitHub card says it isn't set up yet, it isn't available on your account yet.
Markdown, MDX, text, reStructuredText, AsciiDoc, PDF, Word and Excel files and printer configs (.cfg, .conf, .ini) are imported, up to 500 a repository (1 MB for text, 25 MB for the rest), and count towards your storage. Files that look like they hold passwords or keys are skipped, and the folder lists what wasn't imported and why. Each repository gets a folder in its account's section of the GitHub tab (an Acme section for the Acme organisation's repositories, say), with the repository's own folders inside it, and its other files (3D models, drawings, images, firmware) are listed in them with their size and when they last changed on GitHub. Click one to preview it (3D models, images and PDFs show right there) or open its menu to download it or see it on GitHub. They aren't searched or used in answers. A private repository's folder is Internal, so it's for your team only; a public one's can be Public, with a View on GitHub link on each document in your help center.
Anyone who can push to the branch changes what your help center says, so protect it on GitHub (branch protection, reviewed pull requests). Sync now and Edit sit beside View on GitHub on the repository's folder. Synced documents are deleted on GitHub, or left out in Edit, not in Docutize. To stop, use Disconnect repository in Edit, or Disconnect GitHub in Integrations, and keep or delete the documents. Syncing pauses while your trial or plan has ended.
Choose Retry on the document (or Retry all when several failed). For a web link, open its menu and choose Refresh from source to bring in the latest version of the page. Pages are also checked for changes automatically on the schedule you choose. Refresh from source re-imports a page straight away. A document synced from GitHub is retried by syncing its repository again. Deleting a document removes it from search and AI answers straight away.
Knowledge Base → Guides → New guide group. A guide group holds your guides (one per product, say) and becomes its own page in your help center. Give it a title, a short description and a cover image. If you like, add a time to complete, the tools it needs and a parent group to sit inside.
Its Documents take manuals and diagrams: PDF, DOCX, XLSX or ZIP, up to 50 MB each and 20 per guide group, and they count towards your plan's storage. With Also add to Knowledge Base search ticked (it is to begin with), PDF, DOCX and XLSX files up to 25 MB are copied into your Knowledge Base too, so search and AI answers can use them. Your help center only uses them when the guide group is Public.
Knowledge Base → Guides → New guide (or New guide here inside a guide group). Give it a title and a guide group, then fill in Guide details: an intro, a cover image, the difficulty, the time to complete, and the tools and parts it needs. Parts can come straight from your products catalogue.
Then Add step. Each step has a title, up to 3 photos and up to 8 bullet points. Click a bullet's dot to change its colour, or to make it a Note, Caution or Reminder, each with its own icon. Tab indents a bullet, and text can be bold, italic, underlined or a link. Save step (or ⌘S) keeps your work.
Click Add image on a step to open your media library, or drop photos straight onto it. JPG, PNG, WebP, HEIC and AVIF all work, up to 25 MB each and at least 800 × 600. iPhone photos are converted for you, and location data is removed. Photos count towards your plan's storage, which is 25 MB on the free trial.
Click a photo to open the image editor. Line, Arrow, Measure, Circle, Box and Text point things out, and Crop straightens, fixes the perspective, rotates or flips it (every guide image is 4:3). Save image, then Save step.
Customers see nothing until you choose Publish guide. Preview shows your saved draft exactly as they'll see it. To publish, a guide needs a title, at least one step, a title on every step and its images finished processing.
After that you can keep editing: customers see the published version until you publish again, and the guide shows Unpublished changes. The ⋯ menu has Discard changes to go back to what's live, and Unpublish to take it down without deleting anything. A guide must be in a guide group to appear in your help center. Guides left in Unsorted never do.
Set it under Visibility when you edit a guide group. Public ones are listed on your help center's Guides page, and their published guides turn up in its search and AI answers, which link straight to the right step. Unlisted ones open only for people with the link, and stay out of the help center's search, AI answers and search engines. Team only ones are hidden from the help center completely.
A guide group inside an Unlisted or Team only one follows its parent. Your team's own search and AI Chat also find guides in Unlisted guide groups, never drafts or Team only ones.
Signed-in customers can comment on any step of a published guide in a Public or Unlisted guide group, add photos, and mark comments Helpful. New ones show on Knowledge Base → Guides, and Knowledge Base → Comments lists them all, with a count of the ones still open.
Reply as team posts under your company's name with a Team badge. Reply and close does both at once, Mark closed closes one that needs no answer, and Close all clears a step. Customers never see whether a comment is open or closed. To hide a comment, open Comments from the guide's ⋯ menu. You can delete one from either place.
Up to 100 steps in a guide, 8 bullet points in a step (350 characters each) and 3 photos in a step. 30 tools and 30 parts per guide, 20 photos in one drop, and 50 annotations on a photo. Guide groups go 2 levels deep, with up to 20 documents each. Customers' comments can be 2,000 characters with up to 4 photos.
Warranty → Request types. Your help center already has a claim wizard under Make a claim: the customer says what went wrong (Faulty item, Damaged in transit, Missing parts, Wrong item, Return or Something else), picks the product from the ones they've registered, picks the part from your catalogue with its picture, adds photos, describes the fault and says what they'd like done. There's nothing to build; add your products and their parts first so the wizard has something to show.
Open a type to tune it: switch it on or off, rename it, edit its intro and fault reasons, make photos off, optional or required, choose which solutions to offer (refund, replacement, repair, spare parts, store credit) and turn the parts step on or off. Reset to defaults puts the preset back. Every plan includes every type.
Click Warranty in the sidebar to see every claim. On a claim, Record a shipment with its tracking number and the parts in the parcel: the claim moves to Partially dispatched or Dispatched, and your customer is emailed. To update several at once, tick them and choose Mark as processing, Mark as partially dispatched or Mark as dispatched.
Taking a claim by phone or email? Choose New claim, pick the customer (they need an account on your help center) and go through the same wizard for them. It's marked Filed by your team. When it's done, Resolve the claim with its outcome (refund, replacement, repair, spare parts, store credit or no action) or Decline it with a reason; the customer is emailed either way.
Yes. Customers log in to your help center to claim, and the wizard lists the products they've registered; one they can't see can be found by order number and email, or registered on the spot. They can add photos and videos (JPG, PNG, HEIC, MP4 or MOV, up to 100 MB each), which count towards your storage. They follow each claim under My claims, and any change they ask for waits for your approval.
Automatically, once a customer has a help center account with a confirmed email that matches an order you've imported. Only items linked to a product (by its Store SKUs or Order item names) register, and cancelled or refunded orders don't.
Customers can also use Find my order with the order number and the email it was bought with, or Register manually with a proof of purchase (a photo or PDF up to 20 MB), which waits for you to approve or reject in Warranty → Registrations. You can register a product for a customer yourself, too: open them in Inbox → Customers and choose Register product.
You choose, in Warranty → Request types → Parts out of warranty. Allow, flagged for review lets the claim through with the part marked for you to decide, and Block stops customers adding it. Owners and admins can change this.
In Warranty → Exports → Courier templates, choose New template and Start from the courier's file (their sample CSV or Excel file). Its columns become the template's, and the ones whose names make it obvious are filled in for you. Match automatically tries again on any still unset.
Then tick claims on Warranty (your claims list) and choose Export to courier. Check the preview, change any cell, and download a CSV or Excel file. You can email it to your courier at the same time, and the claims are marked as exported unless you untick it. Each file stays in Export history for 90 days.
Customers open a request from Messages on your help center, or from the chat bubble: Message the team, or Talk to a person after an AI chat. They log in first, so every ticket is tied to a customer. You can start one yourself, too: open a customer in Inbox → Customers and choose Message.
Each reply emails the customer (unless they've turned those emails off), in your branding, with a link to their request on your help center. They reply there, not by email (replies to the email aren't seen), so the whole conversation stays in one place. An Internal note is for your team only and is never emailed.
Type / at the start of a line in a reply, or choose Saved replies under the reply box. Anyone on your team can create and edit them in Inbox settings (the gear at the top of your ticket list), under + New saved reply. They fill in the customer's name, the ticket number, the product and your first name, and can set the ticket to Pending or Resolved and add tags when the reply is sent.
Each priority has a reply target for the first reply and for later ones, counted only in your working hours: Monday to Friday, 9 to 5 London time, until you change it. To start with, a first reply is due within 1 working hour for Urgent, 4 for High, 8 for Normal and 24 for Low. The clock only runs while the customer is waiting on you. A deadline turns amber in its last quarter, and shows how long it's overdue after that.
Owners and admins change targets and hours in Inbox settings (the gear at the top of your ticket list), under Reply targets. Your help center tells customers how quickly you usually reply.
On Growth and Scale, choose Draft a reply on a ticket. It writes one from the conversation and your Knowledge Base, shows its sources, and lets you pick Friendly, Concise or Technical. Use this draft puts it in your reply box, and nothing is sent until someone sends it. Each draft counts towards your monthly AI allowance.
Each person chooses in Settings → Preferences, with Email me when a customer replies (on to begin with). An owner or admin decides who hears about brand-new tickets in Settings → Notifications → New ticket notifications: Everyone opted in or Admins only. When a customer replies to a resolved ticket, it reopens and the whole team is emailed.
Starter, $49 a month: 1 GB of storage, 100 warranty claims a month, 2 seats and 200 AI answers a month. Growth, $149: 5 GB, 500 claims, 5 seats, 1,000 AI answers, 1,500 AI chat messages and 100 AI chat resolutions. Scale, $399: 20 GB, 2,500 claims, 10 seats, 5,000 AI answers, 7,500 chat messages and 500 resolutions.
Paying annually gets you 2 months free. Full AI chat and AI draft replies are on Growth and Scale only. Claims are never blocked: past your allowance, each extra claim is 15¢ on your next invoice. Extra seats are $29 a month each, and an AI chat resolution (a help-center chat the assistant answered that never reached your team) over your plan's included ones is 99¢. Your usage shows in the sidebar's AI usage and Storage meters, and Pricing compares the plans in full.
Your trial lasts 14 days, with smaller limits: 25 MB of storage, 20 warranty claims a month, 2 seats and 20 AI answers, and no Full AI chat.
When it ends, your help center, documents, claims and inbox keep working, but you can't upload documents or add web links, and GitHub syncing pauses, until an owner or admin chooses a plan. If nobody subscribes, the organisation and its data are deleted 30 days after the trial ends. Owners and admins are emailed 30 and 7 days before.
In Settings → Billing, an owner or admin picks a plan, monthly or annually. Before your first plan, add your legal company name, registered address and billing email in Settings → Company, as they go on your invoices.
Once you're subscribed, switch plans from the plan cards, and use Manage billing to cancel, update your card or download invoices (it opens Stripe). Cancelling stops renewal: your plan runs to the end of the period you've paid for, and you can renew it from Manage billing until then.
After that, everything stays, at the trial's limits: no new documents or web links, and GitHub syncing pauses. If you don't subscribe again, your data is deleted 90 days after the plan ends, with emails 30 and 7 days before.
Settings → Account has your display name, email, password and Two-factor login (a code from an authenticator app). If you log in with Google or Microsoft, your email and password come from that account. An owner can make two-factor login compulsory for the whole team with Require two-factor login in Settings → Team.
Open them in Inbox → Customers. Export their data downloads everything you hold about them as a file you can send them, and Delete customer (owners and admins) removes their login, contact details, registrations, chats and files. Their claims stay as your warranty records without their contact details, and their tickets stay with every message removed. We email them when it's done.
Customers can also ask from My account on your help center. The request shows at the top of Customers with a date to confirm it by, a month on, as data protection law asks.
An owner or admin can, in Settings → Danger zone: type your organisation's name and choose Delete organization. It permanently deletes everything: documents, guides, products, orders, claims, registrations, tickets, your customers' accounts, your team's access and every uploaded file. Your subscription is cancelled straight away. It can't be undone, so export anything you want to keep first.
A person on our team reads every message and replies by email.