“Since launching Helpjuice, we’re deflecting over 1,000 tickets a month — that’s freed up our team to focus on complex, high-impact customer needs.” — Joshua Detjen, Product Owner at DISH Digital Solutions GmbH
DISH Digital Solutions GmbH, a leading SaaS provider in the hospitality space, was growing fast. With operations across multiple European markets, the company was handling a rising volume of multilingual support requests — many of them repetitive “how-to” questions that could have been avoided with proper documentation.
“We were receiving over 100 support tickets per day,” shared Joshua Detjen, Product Owner. “Most of them were the same questions again and again. Our internal documentation was a mess — outdated PDFs, scattered Slack threads, and folders buried in drives.”
As a result, support agents were overwhelmed, onboarding was slow, and knowledge was siloed. The company needed a better way to centralize, manage, and distribute internal and external information.
The DISH team evaluated several options — HelpDocs, Zendesk, Odoo, Notion, and Confluence — but none met their growing needs.
- HelpDocs: Lacked localization and customization
- Zendesk: Too ticket-centric, limited design flexibility
- Notion/Confluence: Good for internal use, but not customer-friendly
Then came Helpjuice.
“Helpjuice struck the right balance between simplicity for writers and power for admins,” said Joshua. “The editor is incredibly intuitive, even for non-technical team members, and we finally had version control, localization, and powerful publishing workflows.”
Since implementing Helpjuice, the results have been transformative:
- 15% reduction in support tickets – recurring questions are now self-serve
- Over 1,000 tickets deflected per month, saving significant support hours
- 20%+ improvement in first-response time – faster answers, happier customers
- 50% faster onboarding for new employees, especially in remote and multilingual teams
“Helpjuice became more than a documentation tool,” Joshua explained. “It’s now the backbone of how we operate internally and communicate with our users.”
Support agents now spend less time answering repetitive questions and more time solving complex, high-impact issues. Customers are finding answers faster, and the internal team has a structured, version-controlled source of truth.
Favorite Helpjuice Features:
- Rich Text Editor: Custom blocks, tables, callouts, and anchors — all easy to use
- Revision History: Collaborate with peace of mind
- Draft & Publish Workflow: Review before going live, minimizing errors
- Localization Support: Seamless management of multilingual content
“Cloning articles, bulk editing, and reusing templates has saved us countless hours,” said Joshua. “These small details make a big difference when you care about content quality.”
For DISH, Helpjuice isn’t just a tactical support tool — it’s strategic infrastructure. With a centralized, multilingual knowledge base, they’ve aligned internal teams, reduced friction, and elevated the customer experience.
“Without Helpjuice, we’d be stuck in a loop of reactive support,” Joshua concluded. “Now, we’ve built a knowledge-driven culture. Everyone — from new hires to international partners — can find answers quickly and confidently.”
- 15% drop in total ticket volume within 3 months
- 1,000+ tickets deflected per month
- 20%+ faster first-response times
- Onboarding time cut in half
- Improved content quality with custom workflows and review cycles
Looking to scale support, boost onboarding, and build a knowledge-first culture like DISH Digital Solutions?
Try Helpjuice today and build your knowledge base for scale
“Helpjuice gave us the structure and power we needed to scale multilingual support without drowning in tickets.”
– Joshua Detjen, Product Owner
“Our onboarding time was cut in half. New hires get up to speed faster — even those working remotely across different countries.”
– Joshua Detjen, Product Owner
“From the editor to analytics and localization — Helpjuice just gets what content teams actually need.”
– Joshua Detjen, Product Owner
Browse through our collection of case studies to see how companies across industries are leveraging Helpjuice to transform their knowledge management.
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