Write it once. Answer it for everyone.
Runbooks, how-tos, policies, and the answers your customers keep asking for, written once and published to your team, your customers, or both. One copy to maintain, so the guide your support team relies on is the same one a customer finds at 2am.
One article. Two audiences.
Most teams keep an internal wiki and a separate customer help site, and the two drift apart. In DevStride you write one article and decide who reads it: your team inside DevStride, your customers in their portal's Help center, or both at once.
Write in the editor you know
The same rich-text editor as your work items, with pasted and dragged-in images. Articles save as you type, and a draft exists the moment you click New Article, so there's nothing to lose.
Categories in your order
Nest categories up to five levels deep and drag articles into the order you want. Readers see your arrangement, so the most important article in a section comes first, not whichever starts with "A".
You decide who reads it
Mark an article for customers or keep it internal, hide a whole category from the portal, or share it with specific customer companies. Anything a customer isn't meant to see simply isn't there.
Search that finds the title first
Titles and body text are both searched, with exact title matches ranked first. Your team, your authors, and your customers all get the same ranking, so what you test is what they see.
History you can restore
Every change records who made it and when. Preview any earlier version and restore it. A restore is added to the history, so nothing is ever lost, including the version you replaced.
Links that keep working
An article's URL is set when you first publish it, and renaming the article never changes it. Retired articles are archived, not deleted, so a link someone bookmarked doesn't suddenly break.
Answers appear while customers describe the problem
With Service Desk, your customer portal gets a Help center. It shows each company only the articles meant for it, in the order you set. And on the request form, as a customer types what's wrong, DevStride suggests matching articles. A customer who finds the answer there never files the ticket.
- Suggestions appear under These articles may help as the customer types
- Customers sign in to read it, and each company sees only the articles shared with it
- Start with the questions your team answers most often. The question customers keep asking makes the best article title.
Put the right articles in front of the right clients
Client work runs on shared information: onboarding guides, how you handle their data, how a change to scope gets approved, the response times you commit to. Publish articles to each client's Help center, organized the way you want them read, and share each one only with the companies it applies to. When something changes, you update one article and every client sees the current version.
- Share an article with every client, or only the companies it applies to
- A client sees only what's shared with their company. Everything else isn't there, not even the title.
- Every edit is recorded in the article's history, so your team can see who changed an article and when
Your team sees everything, and knows what's internal
Every member of your organization can read the Knowledge Base, with no permission to request. The team library shows internal runbooks and customer-facing guides together, so support can find both in one search. Internal articles carry an Internal badge, so a reader always knows whether a customer could be reading the same page.
- Drafts stay out of the library until they're published
- Mark a whole category Internal to hide it from the portal. Change it back and every article returns to exactly how it was set.
- Build a new section behind an Internal category, then open it up and it all goes live at once
Your AI assistant can work the Knowledge Base too
Through the DevStride MCP server, the assistant you already use can search articles, draft one and file it in a category, publish or archive it, and look back through an article's history. It works with your permissions, so it can't touch anything you couldn't, and your team stays in control of what customers read.
- "Search the knowledge base for SSO setup."
- "Draft an article on resetting a password and file it under Account & sign-in."
- "Who last edited this article, and can we go back to the previous version?"
Knowledge Base works on its own, and with Service Desk it becomes the first answer your customers see, before they ever file a ticket.
Service Desk
Publish articles to your customer portal's Help center, and suggest them as customers describe a problem.
Connect AI
Let your AI assistant search, draft, and organize articles through the DevStride MCP server.
Plan Delivery
Keep the runbooks your team works from in the same system as the work itself.
Track Progress
Follow the work in real time, from planned to done, across every team.