Write and publish articles
A good help article answers one question completely. Write it once, and your support queue shrinks every time a user finds the answer themselves.
The help center is an experimental feature. Enable the helpCenter flag in Admin > Settings > Experimental before using any help center features.
Create an article
- Go to Admin > Help Center
- Click New Article
- Fill in the fields:
| Field | Details |
|---|---|
| Title | Required. Shown in search results and at the top of the article. |
| Category | Required. Pick from your existing categories. |
| Description | Optional. Shown in search results and used for SEO. Worth writing. |
| Content | The article body, written in the rich editor. |
| Slug | Auto-generated from the title. You can edit it. |
Format content
The editor gives you a full toolbar and slash commands. Type / anywhere in the body to see available blocks.
Supported formatting:
- Headings — H2 and H3
- Text — Bold, italic, underline
- Lists — Ordered and unordered
- Code blocks — With syntax highlighting
- Blockquotes, images, tables, dividers
Use H2 and H3 headings throughout your articles. They automatically populate the table of contents that appears on the right side of each article for readers.
Publish and unpublish
Articles start as drafts — not visible to anyone until you publish them.
- Click Publish to make an article live.
- Click Unpublish to hide it without deleting it.
Only published articles appear in search results and the public category view.
Track article feedback
Readers see a "Was this helpful?" prompt at the bottom of every article with thumbs up and thumbs down buttons. You can see the counts in admin.
Articles with low helpful rates are your best candidates for rewrites. Check them regularly and update anything that consistently gets a thumbs down.
Write for search
A well-written article gets found. A few things that help:
- Titles — Use the words your users actually search for, not internal jargon.
- Descriptions — Write them. They show up in search results and tell users whether to click.
- Heading hierarchy — Use H2 for major sections, H3 for subsections. Don't skip levels.
- Internal links — Link to related articles when you mention a concept. Readers follow them.
Next steps
- Use a custom domain — Serve your help center from your own domain
- Search and discovery — How your articles get surfaced in search