Knowledge base and help centre
Write articles and give customers a place to find answers and send requests.
Your help centre
Your help centre is a public site with your name and colours. Customers search articles, send requests, sign in to follow them and reply. Find its address and design in Settings > Help centres.
Write an article
Open Knowledge base and click New article. Give it a title, a category and the text, and choose who can see it:
- Public - anyone
- Signed-in customers
- Employees - your own staff, on plans that include it
- Agents - your team only
An article can be a draft, waiting for review or published. Every change keeps a version you can go back to.
From a ticket
Answered something worth keeping? Use More > Make it an article on the ticket to start one from the answer.
Answers before tickets
On plans with the article bot, forms, chat and the help centre suggest articles as the customer types. Your reports show which articles solved a question, and what people searched for and didn't find.
Sign-in
In Settings > Help centre sign-in, choose how customers sign in: an emailed link, a password, or single sign-on from your own website.
Languages and brands
Professional and above can publish articles in Spanish, French and Portuguese. Business can run a separate help centre for each brand.