What it covers

Help where you're already working

Support is included for every customer at every size, and it isn't a tier you upgrade into. The help centre lives inside the product rather than on a separate site you have to go and find, and a support request is a conversation rather than a ticket number.

Answers next to the screen you're on

The help centre is a page in Oversite, so nobody has to leave what they're doing, log in somewhere else, or search a public site that half-matches their version.

The help centre grows with the product. When something changes, the article changes with it, and when enough people ask the same question, that becomes an article rather than the same answer typed out again.

  • Searchable, and grouped by the part of the product it covers
  • How-tos with screenshots of the real screens
  • Written for the person doing the job, not the person who built it
  • Articles you use often can be favourited
The Help centre inside Oversite, with a search box, Browse and FAQ tabs, a Recently updated list of articles, and categories such as Getting Started, Facilities and Billing with article counts.

A thread, not a ticket number

A support request opens a conversation that both sides can see and add to. You are not re-explaining the problem to whoever picks it up next, because there is no next person.

The same team sees your request from start to finish, so nothing is re-explained on the way through.

  • Raised from inside the product, with the context attached
  • Replies land in the same thread, both ways
  • Attach a screenshot without finding an email address
  • Nothing to install and no separate account
The Contact support screen inside Oversite in dark mode, where a staff member can raise a request and see the conversation history against it.

Ask for what's missing

Feature requests go on a shared wishlist rather than into a private inbox. Every customer can see what has been asked for, add their vote, and see what is being worked on.

It means the roadmap is visible, and it means a small organisation's good idea isn't outranked simply because a larger one asked louder.

  • A wishlist every customer can see and vote on
  • Ideas visible to every customer the moment they are posted
  • Votes weighted across organisations, not by loudest
  • Status visible, so you know if it is being built
The Wishlist board showing customer ideas ordered by votes, each with its category, comment count and the number of organisations backing it.

See it with your own setup

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