Understanding Smart 404 Pages
The HelpDocs Trial
Logging In To Your HelpDocs
Setting Up a Custom Domain
Adding or Changing Your Profile Image
Understanding Top Articles
Switching Between Multiple Accounts
Setting the URL Style for your Articles
Writing and Editing Articles
Adding a HTML Block
Using Code Blocks
Embedding Audio Files
Using Markdown Blocks
Getting Started with Content Blocks
Using Quote Blocks
Using Ordered Lists
Adding Info, Tip and Warning Callouts
Inserting Images into Ordered Lists
Article Backups, Revisions and Versioning
Adding Tags to Articles
Understanding Article Statuses
Switching the Editor Mode
Text Editor Shortcuts
Moving an Article to a Different Category
Delete a Category
Featuring an Article
Adding a Table of Contents
What is Readability?
Creating a Subcategory
Downloading Articles to PDF
Previewing Unpublished Articles
Restoring Deleted Articles
Bulk Select & Edit Multiple Articles
Collaborating on Articles with Presence
Getting Started with Taxonomy
Linking to a Part of an Article
Hiding Articles from Public Search Engines
Exporting & Backing Up Your Articles
Understanding Search Results
Incompatible Browser Extensions
How to Add Extra Spacing
Setting Up Integrations
Sharing Articles From HelpDocs to Slack
Available Commands in Your Slack Workspace
Installing the Slack Integration
Configuring your Slack Integration
Get Feedback, Activity, and Contact Form Notifications in Slack
Enabling Comments with Disqus
Connecting Gainsight PX
Using HelpDocs with Ticketing Systems
Syncing Content to elevio
Adding a Feedier Carrier
Connecting Google Analytics
Customizing your HelpDocs
How to Change the Logo Link
Using a Background Image in the Header
Disabling Related Articles
Disabling Authorship and Updated Times
Disabling Top Articles
Using HelpDocs with RTL Languages
Add HTML Before the Closing Body Tag
Customizing Feedback Icons
Making Video Embeds Responsive
Using Different List Styles
Overriding the Font on Your Knowledge Base
Adding Lightboxes to Images
Making Tables Scroll When They're Too Wide for the Page
Getting Help with Code Snippets
Making your printed HelpDocs look nicer
Custom HTML Templates
Choosing a Template
Hiding the Contact Button
Setting Category Display Order
Featuring a Category
Setting Article Display Order
Adding Icons to Categories
Customizing an Article Slug, Meta Description & Short Version
Uploading Your Brand Logo
Understanding the Contact Form
Adding Custom CSS
Setting a Custom Favicon
Adding Custom Navigation Links
Adding URL Redirects
Adding an Open Graph Fallback Image
Changing the Language in Common Phrases
Hosting HelpDocs at a Subfolder of Your Site
Setting Up Multilingual Docs
Translating Your Docs
Automatically Translate Articles with Machine Translations
Removing Permission Groups from Articles
Assigning Permission Groups to Articles
Creating and Managing Permission Groups
Getting Started with Permissioning
Restricting your HelpDocs with Custom JWT SSO
Restricting Your Docs to Logged In Users
Accessing User Data in HelpDocs
Shared Password Protection
Setting Up and Using SAML Single Sign-On
Using OpenID Connect for Single Sign On
Restricting Your Docs by IP
Configuring Slack Single Sign On
Data & Analytics
Search Click Analytics
Exporting Your Stats
What is the Happiness Score?
What are Tickets Avoided?
Getting Team Event History with Audit Trail
Updating Your Billing Information
European Union VAT Charges
Changing Your Plan
Cancelling Your Account
Subscribing to a Plan for the First Time
Invoices and Email Receipts
Is my data secure and protected?
Can I embed files into HelpDocs?
How do I reset my password?
Help! My app's not loading 😭
Help! No articles are appearing on my knowledge base
I’m seeing a blank screen when I load my knowledge base
I can't log into my HelpDocs account
I've added a script but it isn't working
What is an account slug?
Can I host my API docs in HelpDocs?
Can I use multiple HelpDocs accounts together?
My article has a blank space to the left of it. What's wrong?
How do related articles work?
Can I change the HelpDocs branding?
Can I host my internal docs in HelpDocs?
Who counts towards the user limit on plans?
Is HelpDocs GDPR compliant?
How do I change my email?
Can I migrate or import my data from another service?
Will translated articles be deleted if I remove that language?
Clearing the Cache in Your Browser
Creating a Knowledge Base from Scratch
Writing Clear and Digestible Knowledge Base Articles
Finding CSS Selectors in Your Browser
Optimizing Your Knowledge Base for Search
Table of Contents
Updated by Jarratt Isted
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: