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Because it was written at launch, describing the product as designed rather than as it confuses people, and nobody has read a ticket since.
The help centre is your public article library, searchable by customers and linked to the tickets each article answers.
Articles are written from tickets and keep the link back. Search runs on what customers actually type, and each article reports whether it resolved the sessions that reached it.
One question arrives a hundred times a quarter. The article written from those tickets is measured against them: ticket volume for that cause falls, or it does not and the article is wrong.
It will not replace support. An article that buries the contact route to improve deflection produces a worse customer and a worse number a month later.
Failed searches feed the writing queue, article suggestions surface in the widget and the agent's reply, and the AI agent answers only from these articles.
Yes, for agent-facing runbooks.
Views, resolution rate and the tickets raised after reading.
Yes, per article, with search per language.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.