FIPLAB · Support operations
AI Support System
Support articles, product stories and bug fixing connected in one system the business owns.
Visit projectProblem
Zendesk and Ghost added recurring cost while separating customer questions, product knowledge, publishing and code.Solution
A fast owned support site with preserved links, local search and human-reviewed response drafts informed by the relevant app.Impact
Lower platform cost, 248 searchable support articles, 25 owned product stories and a faster route from customer issue to verified fix.248 support articles · 25 product stories · draft-only AI
Prepared from the app’s support articles, known behaviour and the current codebase. A person reviews every response.
- DiagnoseInspect the app
- FixVerify the change
- PublishUpdate the article
The problem
FIPLAB’s support articles lived in Zendesk while product stories lived in Ghost. Both services worked, but they added recurring cost and kept customer questions, documentation, product code and publishing apart.
A support email exposing a bug had to be carried manually from the inbox to the article, app code and public guidance.
The solution
I moved both services into FIPLAB’s Astro website. The support centre has grown from 119 migrated Zendesk articles to 248 searchable documents, while 25 Ghost posts now use the same publishing system as the main site.
Old Zendesk links redirect to the appropriate owned page instead of breaking search results, customer emails and old documentation. Pagefind searches published support content only; internal notes remain private.
A draft is prepared; a person sends it
The local workflow reads the customer’s message, finds the relevant material and checks the current app context. It prepares a reply inside Mail but cannot send it. I review, edit and send every response.
The evidence
When an email describes a bug, the issue can move into the affected app, be reproduced and fixed, without losing the link between the question, fix and public article.
The blog moved into the same site
Product stories and release guidance now share the main website’s components, design and link checks. The business owns the content, URLs and deployment.
The impact
The new stack removes the recurring Zendesk and Ghost costs. Customers receive better-informed replies, bugs reach the product sooner and fixes improve the knowledge base. AI finds relevant knowledge and prepares a draft; the business controls the reply, fix and customer relationship.
The result