Getting Started
Managing Users
Setting or Updating the Name in Your Profile
Can I Schedule a Demo?
The HelpDocs Trial
Setting Up a Custom Domain
Setting the URL Style for your Articles
Switching Between Multiple Accounts
Adding or Changing Your Profile Image
Logging In To Your HelpDocs
Understanding Smart 404 Pages
Understanding Top Articles
Writing and Editing Articles
Stale Articles
Text Editor
Content Blocks
Inserting Videos
Adding an HTML Block
Using Markdown Blocks
Adding Embeddables
Using Code Blocks
Getting Started with Content Blocks
Using Quote Blocks
Understanding Article Statuses
Article Backups, Revisions, and Versioning
Managing Clips
Text Editor Shortcuts
Adding Tags to Articles
Using Folds
Using Ordered Lists
Moving an Article to a Different Category
Inserting Images into Ordered Lists
Inserting Images
Adding Note, Tip, and Warning Callouts
Switching the Editor Mode
Adding Buttons
Unassigned Articles
Understanding Search Results
Duplicating an Article
Incompatible Browser Extensions
Filtering Articles
Downloading Articles to PDF
Deleting an Article
What is Readability?
Collaborating on Articles with Presence
Adding a Table of Contents
Restoring Deleted Articles
Editing Category Metadata
Exporting & Backing Up Your Articles
Hiding Articles from Public Search Engines
Delete a Category
Featuring an Article
Creating Draft Versions of Published Articles with Working Copy
Bulk Select & Edit Multiple Articles
Creating a Subcategory
Hidden Categories
Linking to a Part of an Article
Previewing Articles
Using help.new to Create Articles
Editing Images
Setting Up Integrations
Front Integration
Slack Integration
Available Commands in Your Slack Workspace
Get Feedback, Activity, and Contact Form Notifications in Slack
Installing the Slack Integration
Sharing Articles From HelpDocs to Slack
Configuring Your Slack Integration
Intercom Integration
Drift Integration
Chrome Extension
Adding a Feedier Carrier
Adding Hotjar
Connecting Google Analytics
Connecting Gorgias
Connecting Lucidchart
Connecting GoSquared
Connecting Gainsight PX
Connecting Segment
Connecting Kommunicate
Using HelpDocs with Ticketing Systems
Connecting LiveChat
Connecting Chatra
Connecting Statuspage
Connecting Crisp
Connecting Belco
Syncing Content to elevio
Adding FullStory
Enabling Comments with Disqus
Connecting Doorbell
Connecting Sunshine Conversations
Connecting Hyperping
Customizing your HelpDocs
Code Snippets
Overriding the Font on Your Knowledge Base
Making Your Printed HelpDocs Look Nicer
Making Video Embeds Responsive
Disabling Authorship and Updated Times
Getting Help with Code Snippets
Disabling Top Articles
Using Different List Styles
Using HelpDocs with RTL Languages
Disabling Related Articles
Using a Background Image in the Header
Making Tables Scroll When They're Too Wide for the Page
How to Change the Logo Link
How to Add Extra Spacing
Adding Lightboxes to Images
Add HTML Before the Closing Body Tag
Customizing Feedback Icons
Condense Top Article Spacing on Bars V4
Custom HTML Templates
Understanding the Contact Form
Changing the Language in Common Phrases
Hiding the Contact Button
Customizing an Article Slug, Meta Description & Short Version
Adding Custom CSS
Setting Article Display Order
Adding Custom Navigation Links
Setting a Custom Favicon
Setting Category Display Order
Uploading Your Brand Logo
Adding URL Redirects
Featuring a Category
Adding Icons to Categories
Hosting HelpDocs at a Subfolder of Your Site
Adding an Open Graph Fallback Image
Choosing a Template
Testing Customizations with .dev
Adding Custom JavaScript
Adding Cookie Consent
Multilingual Translation
Machine Translations
Understanding Machine Translation Credits
Customizing How Machine Translations Work
Automatically Translate Articles with Machine Translations
Setting Up Multilingual
Understanding Multilingual Translation
Translating Categories
Translating Articles
Permissioning
Creating and Managing Permission Groups
Getting Started with Permissioning
Assigning Permission Groups to Categories
Assigning Permission Groups to Articles
Removing Permission Groups from Articles
Authentication
Setting Up Two-Factor Authentication
Setting Up and Using SAML Single Sign-On
Restricting your HelpDocs with Custom JWT SSO
Using OpenID Connect for Single Sign On
Configuring Slack Single Sign On
Restricting Your Docs to Logged In Users
Shared Password Protection
Accessing User Data in HelpDocs
Data & Analytics
Getting Team Event History with Audit Trail
Understanding Articles Clicked
What are Tickets Avoided?
Exporting Your Stats
What is the Happiness Score?
Filtering Analytics
Lighthouse
Understanding Lighthouse
Lighthouse Widget API
Integrating Lighthouse with Live Chat Providers
Installing Lighthouse
Adding Lighthouse Trigger Buttons to Webflow
Billing
Updating Your Billing Information
Cancelling Your Account
Invoices and Email Receipts
European Union VAT Charges
Subscribing to a Plan for the First Time
Changing Your Plan
Tax Residency Certificates and Forms
FAQs
Can I use multiple HelpDocs accounts together?
Is HelpDocs GDPR compliant?
Can I migrate or import my data from another service?
Is my data secure and protected?
Who counts towards the user limit on plans?
How do I change my email?
Can I Change the HelpDocs Branding?
Can I have a single article appear in multiple categories?
Can I host my internal docs in HelpDocs?
I’m seeing a blank screen when I load my knowledge base
Help! No articles are appearing on my knowledge base
What is an account slug?
How do I reset my password?
I've added a script but it isn't working
Help! My app's not loading 😭
I can't log into my HelpDocs account
Can I embed files into HelpDocs?
How do related articles work?
Can I host my API docs in HelpDocs?
Will translated articles be deleted if I remove that language?
My Article Has a Blank Space to the Left. What's Wrong?
One of my headings isn't showing in the table of contents
I'm getting 'Your connection is not private' on my custom domain
HelpDocs Support Scope
How do I publish an article that's not available in the default language?
Why isn't my contact form showing up?
Guides
Creating a Knowledge Base from Scratch
Optimizing Your Knowledge Base for Search
Finding CSS Selectors in Your Browser
Clearing the Cache in Your Browser
Writing Clear and Digestible Knowledge Base Articles
Resources
- Knowledge Base
- Data & Analytics
- What are Tickets Avoided?
What are Tickets Avoided?
In your HelpDocs dashboard you'll see a value for Tickets Avoided. This shows you how many user queries your HelpDocs have solved without them needing to contact support. The more you avoid the more money you save from your support bill 🤑
How We Calculate Tickets Avoided
Tickets Avoided is a proprietary metric that involves users, article views, and searches. It's an estimation for sure. But it's designed to be as accurate as possible. We're always making little improvements to make sure you're getting the most useful insights.
At a high level you can think of Tickets Avoided as:
Tickets Avoided = User Sessions - Contact Forms
What are User Sessions?
The amount of times individual people have visited your knowledge base for a continuous period of time. If one person visits your knowledge base three times in the same day (regardless of how many articles they view on each visit) that'll count as three sessions.
How is Contact Forms calculated?
Every time someone submits an email contact form or uses one of the contact form integrations you've set up on your account we'll record that as a Contact Form. If someone submits multiple contact forms in a session they'll only count once. We do a lotta work in the background to try and make this as accurate as possible for you.