Yes, I am very familiar with it.
We follow a strict KCS knowledge creation environment so that means the KB must be tightly integrated into the process that agents work. Also being discussion centric Discourse made very good design choices for that need but it does not translate well for our subscriber needs. We also use some bot automations to better help customers while they wait and some pretty intricate link reporting to keep agents on track.
I agree but I am not sure they want to do things that will fundamentally alter their design to make it better for documentation. They will also need a lot of reporting, and extension to other sites through widgets. I am not sure they will want to change their text formatting to the level of flexibility that marketing will want.
I do think that integrating with companies like Intercom and Zendesk would be beneficial, the devil is in the details and we as paying customers, need to help figure out those details.
For the Intercom and Zendesk Integrations, we should probably write a Wiki on that soliciting feedback about what they should entail. For the new business direction being focused on documentation, we would need a lot of discourse about that.