Setting Up a Custom Domain
Setting or Updating the Name in Your Profile
Can I Schedule a Demo?
The HelpDocs Trial
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
Using Markdown Blocks
Adding an HTML Block
Using Code Blocks
Getting Started with Content Blocks
Using Quote Blocks
Text Editor Shortcuts
Understanding Article Statuses
Article Backups, Revisions, and Versioning
Adding Tags to Articles
Using Ordered Lists
Moving an Article to a Different Category
Inserting Images into Ordered Lists
Adding Note, Tip, and Warning Callouts
Switching the Editor Mode
Exporting Articles to Word
Exporting Articles to PDF
Hiding Articles from Public Search Engines
Exporting & Backing Up Your Articles
Understanding Search Results
Duplicating an Article
Incompatible Browser Extensions
Deleting an Article
What is Readability?
Collaborating on Articles with Presence
Adding a Table of Contents
Restoring Deleted Articles
Editing Category Metadata
Delete a Category
Featuring an Article
Creating Draft Versions of Published Articles with Working Copy
Bulk Select & Edit Multiple Articles
Creating a Subcategory
Linking to a Part of an Article
Using help.new to Create Articles
Setting Up Integrations
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
Connecting Google Analytics
Adding a Feedier Carrier
Connecting Gainsight PX
Using HelpDocs with Ticketing Systems
Syncing Content to elevio
Enabling Comments with Disqus
Connecting Sunshine Conversations
Customizing your HelpDocs
Condense Top Article Spacing on Bars V4
Adding Lightboxes to Images
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
Add HTML Before the Closing Body Tag
Customizing Feedback Icons
Custom HTML Templates
Managing Open Graph Fallback Images
Changing the Language in Common Phrases
Setting a Custom Favicon
Customizing an Article Slug, Meta Description & Short Version
Understanding the Contact Form
Hiding the Contact Button
Adding Custom CSS
Setting Article Display Order
Adding Custom Navigation Links
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
Choosing a Template
Testing Customizations with .dev
Adding Cookie Consent
Lighthouse Widget API
Integrating Lighthouse with Live Chat Providers
Adding Lighthouse Trigger Buttons to Webflow
Data & Analytics
Understanding Productivity with Leaderboard
Getting Team Event History with Audit Trail
Understanding Articles Clicked
What are Tickets Avoided?
Exporting Your Stats
What is the Happiness Score?
Understanding Machine Translation Credits
Customizing How Machine Translations Work
Automatically Translate Articles with Machine Translations
Setting Up Multilingual
Understanding Multilingual Translation
Creating a Read-Only Permission Group for Public Articles
Creating and Managing Permission Groups
Getting Started with Permissioning
Assigning Permission Groups to Categories
Assigning Permission Groups to Articles
Removing Permission Groups from Articles
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
Security & Compliance
Anonymizing IP Addresses
Setting Custom HTTP Headers
Is HelpDocs GDPR compliant?
Signing a Data Processing Agreement (DPA)
Is my data secure and protected?
Changing Your Plan
Cancelling Your Account
Downloading Invoices and Receipts
Updating Your Billing Information
Subscribing to a Plan for the First Time
European Union VAT Charges
Tax Residency Certificates and Forms
HelpDocs Support Scope
I contacted support but didn't hear back. Did my message get lost?
Can I embed files into HelpDocs?
I can't log in to my HelpDocs account or complete signup
How do I reset my password?
How do I change my email?
Can I use multiple HelpDocs accounts together?
Can I migrate or import my data from another service?
Who counts towards the user limit on plans?
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?
I've added a script but it isn't working
Help! My app's not loading 😭
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
How do I publish an article that's not available in the default language?
Why isn't my contact form showing up?
Optimizing Your Knowledge Base for Search
Creating a Knowledge Base from Scratch
Finding CSS Selectors in Your Browser
Clearing the Cache in Your Browser
Writing Clear and Digestible Knowledge Base Articles
Table of Contents
Updated by River Sloane
It's great making the first step towards help users with your product but knowing what to write when you've got a blank knowledge base can make it difficult to make progress.
In this guide I'll give you some examples so you can start helping users right away.
The categories you create will depend wildly on what your product is and what it does. Luckily there's major similarities in all businesses:
- All customers are new at some point
- A team will answer customer questions
- Businesses charge money for services
So whether you sell car wash liquid or language subscription software, the following three categories should help. Feel free to create these in HelpDocs, including the descriptions.
Helping new users get up to speed with how your product works so they're more successful.
New around here? Let us get you up to speed with how everything works.
A place for your customer service/success reps to put answers to questions that don't find anywhere else.
Read answers about the things customers ask us through support.
Users will find it easier once they know your payment policies, like how you handle cancelling and refunds.
Learn how we handle billing, cancellations, and plan related queries.
These articles will depend on what industry your company is in, but they should be enough to help you start scaling your support with self-service help. Just copy, paste, and adjust.
Subscribing to a plan
It's fantastic to hear you're looking to subscribe—we can't wait to welcome you as a customer. It doesn't take long to start your subscription.
Note: You'll need to be an administrator to subscribe to a card.
Subscribing to a plan
[Enter instructions here about how customers subscribe to any of your plans.]
How we take payments
We use [Provider] to process payments. You can read about how they secure your data over here: [LINK].
How we handle cancellations
First off, we're sorry to see you go. If you've got some time we'd love to hear whether we missed the mark somewhere.
You can cancel your subscription by [INSTRUCTIONS].
It usually takes us [TIMEFRAME] to get everything cancelled. After cancelling, you'll no longer be able to [FEATURES] so you may want to export your data beforehand.
Exporting your data
Whether you're taking the data to a meeting or moving platforms, we've made it easy to export your data. We provide your data in [FILE FORMAT(S)].
Creating useful documentation for users is going to take some time. Getting into the habit of writing new content when questions are asked and then answered by your team can reduce the time to making it successful.
To make this process a little easier, here are integrations we've made that allow you to create articles directly inside their software: