Help Center

Your Help Center is the place customers can find answers before they contact your team. Open Knowledge in the workspace, then use Articles, Help Center settings and Article analytics to manage it.

Published articles appear at your workspace's Help Center address. View Help Center opens the customer view. The existing workspace name, logo, colour and greeting are used for its identity.

Organize and publish articles

In Articles, choose New Article to write an article, or use Import to bring in articles from a supported help center. Add a title, summary, content and one or more categories. Save an article as a draft while it is being prepared; publish it when it is ready for customers. Only published articles appear in the public Help Center and public search.

Categories can be nested. For a category, set Who can read this collection? to one of these options:

• Anyone (public) makes its articles available to everyone.
• Signed-in customers requires a customer to sign in to the Help Center.
• Customers with selected email domains requires a signed-in customer with a verified email address from one of the allowed domains. Enter one domain per line under Allowed email domains.

Access rules apply to articles in the category and its child categories. They also apply in search and AI answers. A published article in a restricted collection remains restricted. Signed-in customers request a sign-in link by email; the link is valid for a limited time. The email must be verified before selected-domain access is granted.

A category's Published switch controls whether it appears in navigation. To take an article offline, save the article as a draft. Collection access rules still apply when a category is hidden from navigation.

Languages and translations

Open Help Center settings to choose the default language and the languages your Help Center offers. Write a separate translation for each article from its Translations section. Translations are reviewed by a person: a saved draft does not replace the last reviewed version customers can read. Mark the translation Reviewed — ready for readers when it has been checked.

Customers can switch between the languages available for the current article. If an article has no reviewed version in the selected language, the Help Center uses its default-language version and identifies the language shown.

Review changes and keep article links working

Article edits are recorded in Version history. Open an earlier version to preview it, then choose Restore to make that content the current version. Restoring preserves the intervening history. If you change an article's slug, the old article address redirects to its current address.

Help Center settings also contains editable plain-text page templates for the home, category, section, article, search and request form pages. Use {{title}}, {{summary}} and {{content}} to place the page's current content in a template. Preview it with current workspace or article content before saving. Home, category, section, article and search templates apply to the current Help Center. Customers can send a request at /help/:project/requests and follow it in the customer portal. See Customer request forms to publish forms and translated questions.

Feedback and analytics

Published articles ask Was this helpful? Customers can vote and optionally leave a comment. Article analytics shows views and helpful votes, search terms and whether they returned results, and article click-through. Filter the results by brand and language. Ticket-creation attribution after reading an article is not available.

From a ticket, open Reply tools → Help articles and use Search help articles. Choose Insert link or Insert text to add an article to the reply draft. Only published articles the recipient can read are offered, and access is checked again when you insert one. You can edit the draft before sending it.

Addresses and limits

An installation may be configured to serve a Help Center host. Separate custom domains for each brand are deferred. An email-domain rule controls who may read a collection; it does not grant access to another customer's portal requests. Request forms reuse the workspace's ticket fields; the portal gives customers access to their own requests. Company-wide request visibility is not available yet.