Support
The help centre
Articles written where your team already writes documents — SharePoint or Google Docs — and published as a public help site you choose the contents of.
A knowledge base is worth exactly one thing: somebody finding their answer instead of writing in. Everything about how this one is built follows from that, including the part that looks like a limitation.
Ergira does not have an editor for articles, and deliberately never will
You already have somewhere your team writes documents — with review, version history, comments and permissions, used by people who are not programmers. Rebuilding that is the expensive nine-tenths of a knowledge base, and an article you could edit in two places would get corrected in the one nobody was reading. Authoring stays yours. Publishing is ours.
How it works
- 1
Connect a folder
In service desk settings, point the help centre at one folder in SharePoint, OneDrive or Google Drive. Somebody who already has access to it connects it from their own settings — this product never connects anything on a colleague's behalf.
- 2
Write articles where you already write
Word documents in a SharePoint library, or Google Docs in a Drive folder. Sub-folders become the sections the help centre groups by, so the structure you already made is the structure readers see.
- 3
Publish the ones you mean to
Everything syncs; nothing is public until you publish it. A folder is not a publishing decision, and a draft or an internal note sitting beside the real articles must never become a web page because somebody connected a source.
- 4
Send them
Agents search the published articles from inside a ticket and drop the link into a reply. That is the half that turns an article from something nobody reads into the thing somebody sends four times a day.
What is read, and what is not
- Word documents
- Headings, paragraphs, numbered and bulleted lists, quotes, bold text and links. Read from the document's own structure — a heading is a heading because Word says it is, and a numbered list stays numbered.
- Google Docs
- The same, read through Google's own Markdown export rather than its HTML, which arrives as nested styling with the structure thrown away.
- Markdown files
- Read directly, from either provider, for teams that keep their help content that way already.
- Tables and images
- Dropped, and this is a real limit rather than an oversight. A Word table arrives with merged cells and no header row, and rendering it as a run-on paragraph is worse than a gap the reader can see. Images would mean copying files out of your document store and deciding who may see them, which is a decision worth making deliberately rather than by default.
An article is as current as the last sync
The folder is read hourly, and a document that has not changed is not fetched. That is the honest cost of holding a copy — and a copy is held on purpose, because a public help page that fails because Microsoft was slow is not a help page. Each article shows the document's own last-edited date, never the time the sync ran: a page stamped "updated today" because a job fired overnight is exactly the reassurance a reader should not be given.
Addresses
- Each article gets an address made from its title, which you can change. Renaming the document does not change it — an address that has been linked from an email and indexed by a search engine is not something to move quietly.
- A document removed from the folder stops being served and keeps its address, so it is never handed to a different article later. The settings screen lists it as missing rather than letting it vanish, because somebody who deleted a file and cannot find the page needs to see what happened.
Permissions
Reading a document folder is a separate consent from reading somebody's mail, and it is never folded into the mailbox grant. Somebody who connected a mailbox to send email has not thereby handed over their files; the extra permission is asked for on its own, and a connection that was never granted it says so rather than syncing nothing and reporting itself connected.
A personal Google account cannot do this
The permission Google requires to read a Drive folder is a restricted scope: asking for it would put this product through an annual paid security assessment, and that decision has been made the other way here — the same reason CRM reply capture works on Google Workspace and not on a personal Gmail account. A Workspace administrator authorises it for their own domain, which needs neither. Microsoft has no equivalent gate.
Where it appears
The help centre is a public page under your organisation's name, with search that works without JavaScript. It is not yet offered inside the chat widget or the contact form — the other two places somebody could be answered before they write in. See what is not built.