Every client's runbook, answering only that client
Your engineers know where things are for the clients they look after. Everyone else digs through shared drives. SupaCortex keeps each client's knowledge in its own project and answers with the page it came from.
- One project per client
- Cited drafts for engineers
- Past tickets, reviewed
How do IT service providers use SupaCortex?
MSPs and IT services firms create one project per client, holding that client's runbooks, network notes, onboarding guides and approved past answers. Engineers get cited reply drafts in the help desk and can ask across all clients in team chat. Where a client wants self-service, a widget scoped to that client's project answers their staff's how-to questions without ever touching another client's material.
- Projects separate clients: own documents, feeds, widget and API keys.
- Team chat across all projects; every citation names its project.
- SharePoint, Google Drive and Confluence feeds (beta) for client folders and spaces.
- Ticket mining with redaction and human approval (Business plan).
- Drafts in UnifyDesk or any desk on the Draft API - an engineer sends.
Questions it answers for IT teams
"How do I connect to Acme's VPN?"
From Acme's own runbook - not the generic one, and not another client's.
"Which print server does the Pune office use?"
From the site notes the client handed over at onboarding.
"What's the joiner checklist for this client?"
The client's onboarding procedure, step by step, with the source document cited.
"How do I reset my password?"
Asked by the client's own staff in a widget scoped to their project.
"Have we seen this Outlook error before?"
From approved Q&A mined from resolved tickets, ranked below the official runbook.
"Is this covered by their contract?"
From the client's scope-of-service document, if you have put it in their project.
How MSPs set it up
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01
A project per client
Plus one internal project for your own standard procedures, shared by every engineer.
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02
Connect their folders
A SharePoint site or Drive folder per client, re-read on a schedule; uploads for everything else.
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03
Drafts on every ticket
Engineers start from a draft citing the client's runbook, and edit before sending.
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04
Self-service where wanted
A widget for clients who want their staff to ask directly - keep internal notes out of that project.
Honest limits
What to know before you start
Separation is by project, which you control. It is not a copy of each file's sharing settings.
- Access does not mirror per-user SharePoint or Drive permissions - choose what each project contains.
- Drive, SharePoint and Confluence feeds are in beta.
- No Microsoft Teams or Slack channel yet; engineers use team chat or the help desk.
- No PSA or RMM integration out of the box - describe their APIs as custom connectors if you need lookups.
Read next
Questions people ask before they start
Bring two clients' runbooks. We will show you they never meet.
Book a 30-minute demo on your own documents. We set up a 14-day trial workspace for you - no credit card, no setup fee.
Questions first? Email info@greatdevelopers.com or call +91 8585953085.
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