Kenaptic is made by a small group of engineers and writers with more than two
decades each of professional experience — and, between us, an unreasonable amount of time spent
looking for an answer we were fairly sure somebody had already written down.
It is always the same shape. The documentation explains the feature.
The knowledge base explains the error. A forum thread from eighteen months ago explains what
actually goes wrong when you combine the two, and it is the only place that does. Three teams
wrote those three pages, on three platforms, and not one of them links to the others. The reader
— a customer, at the least convenient moment — is left to guess which silo holds their
answer.
We have been on every side of that. We have written the docs nobody found. We have answered the
forum thread that should have been a documentation page. We have closed the support ticket whose
answer was already published, twice, in two other places. And we have sat in the meeting where
somebody proposes solving it by asking everyone to remember to add links, which works for about
a fortnight.
The problem is not that people are careless. It is that no tool could see across the silos, so
no one person ever held the whole picture. Docs tools see docs. Forum tools see forums. The
relationships between them lived only in the heads of whoever had been there longest.
So we built the layer that sees across them, and we were opinionated about two things. It
proposes; a person always decides — because a tool that edits your published pages
unattended is a tool you will eventually regret. And every change it makes is reversible in one
click, because the fastest way to earn trust is to be genuinely easy to undo.
We are deliberately small, we answer our own email, and we would rather hear that something is
wrong than find out later from a churn report.
Talk to us
Questions, security reviews, procurement paperwork, or a strong opinion about how we have got
this wrong — all equally welcome.
