Welcome to the brand new Cintra People Help!

Much improved search results

• Having multiple products in one portal means that search results are always going to be "polluted". 
• Even with proposed improvements to search (e.g. seeing context and folders) it is impossible to remove Cintra iQ, Capture Expense etc topics from search results 

More relevant "Related articles" 

• Like search, these can't differentiate between products. With a single product portal, no danger of viewing help for a different product.

Mirrors the strategic direction of the company / product  

• One product -> One Help Portal. 
• Of course, once everything is within Cintra People, then there is a danger of the current search problem being repeated. HOWEVER, redoing the help "from scratch" lets me implement ways of alleviating this (e.g. with tags, SEO, topic and folder names).

New product -> New Help  

• Judging by the number of negative feedback in the previous portal, its reputation is somewhat tarnished and people will be reticent to use it unless it's "relaunched" with new look and feel etc (as much as that is possible with FD). 
• It also helps emphasise the change from "Knowledgebase" to "Help"

Shared launch date 

• With a tentative hard launch for Cintra People on the 1st January 2026, the Help File could be set to launch at the same time. 

Much easier to work on a blank system that no-one is accessing 

• It is much more difficult to rebuild and structure the old KB when it is still in use. 

Easier to learn the product(s) and processes

• By ignoring the structure and existing help (except when I'm stuck), I'll get a much better understand of the new product 

New portal not linked to Support?

• Although you can raise tickets against this new portal, I've no idea what the ramifications are for Support in moving to a new portal. 

New URL

• The old URL is https://cintra.freshdesk.com/support/home ... and while this would still work, we'd have to put a prominent link here to direct people to the new site. 
• While it should be easy enough to change the URL in-product (I have a list of all the references), I'm not sure all the places where the old URL is referenced.

Users who use People/Cloud AND iQ?

• They would then be required to use two separate help system.

Existing problems

• Not all of the existing problems with FreshDesk will be rectified by moving to a new portal, such as having to edit the HTML to do a lot of things (drop-downs, anchors storing documents in folders, lack of reusable content etc, search limitations etc.).