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HelpDocs Support Policy

Kyrie Melnyck Updated by Kyrie Melnyck

We love helping our customers create amazing experiences for their own customers. While we wish we could help you with everything there are some things that we just don't have the capacity to support.

✅ What we can help with

The Dashboard

Anything the light touches in your HelpDocs dashboard. 🌟

This includes support with the Text Editor, Settings, Article Status', Data Migration, Stats, and Filtering just to name a few.

Features

We've got a bunch of awesome features for your Knowledge Base. From Permissioning to Single Sign On and everything in between. If you have any questions about HelpDocs features and how to use em' let us know!

  • API Support
  • Custom Domain Troubleshooting
  • Permissioning
  • Multilingual/Machine Translations
  • Single Sign On (SSO)

HelpDocs hosting

We provide a fully hosted service here at HelpDocs. You'll have SSL certificates and reliable uptime so your customers can always find the answers to their questions.

You can learn a bit more about data security here too 👉 Is my data secure and protected?

Native integrations

You can check out our integrations over here 👉 Setting Up Integrations

Anything on that list including Lighthouse and our handy Chrome Extension we can help you setup! 💪

HelpDocs API

We've got a great set of Developer Docs to help along the way and are able to get you pointed in the right direction about which APIs are available and how you can use them.

We can’t help with custom builds on top of our APIs

⛔ What we can't help with

Custom code

HelpDocs comes packed full of customization options: CSS, JavaScript and HTML. Our customers have built some amazing things with all three of these. If there's anything you want to customize, you probably can!

We've provided a few code snippets we get asked for frequently in this section, and we'll be adding more in the future. 🤗

If you want to make minor changes, and you're not a developer, you should check out our guide to finding CSS selectors. It'll run you through the basics for your browser. You'll be a CSS whizz in no time!

We can't help with any custom code and we recommend inviting your developer to HelpDocs to help with customizations.

SEO optimization

We do our best to keep HelpDocs optimized so that your Knowledge Base can be found on search engines but aren't able to help with extra SEO support. Here's a guide on Optimizing Your Knowledge Base for Search to help get you started!

Third-party integrations

We are continuously working on making HelpDocs more accessible across different apps/platforms but we're not able to support third-party integrations. If you have an integration you want to see in the future please let us know and we'll add it to our feature requests list.

Knowledge Base organization & structure

Every Knowledge Base is unique and how you structure your content is completely up to you and what makes the most sense for your customers. We aren't able to support any customizations or Knowledge Base structure requests.

👉 Writing Clear and Digestible Knowledge Base Articles

👉 Creating a Knowledge Base from Scratch

Providing customer examples

We totally get that it's helpful to see how someone else in your industry has setup their Knowledge Base but we take our customer's privacy very seriously here at HelpDocs so we won't share examples without their consent.

If you're looking for inspiration—we have a handful of awesome Knowledge Base examples on our site that you can take a look at and are continuously adding more customer examples over on our Knowledge Base Showcase 🌟

🚀 HelpDocs support

You'll get our quickest and most efficient support through email. Send us a message anytime at "hi@helpdocs.io" and we'll be happy to help answer all your questions there 📫

We don't offer support calls or live chat since we can always give you the best answer by email.
Got a cool feature idea? 💡We love hearing how we can make HelpDocs work better for you! If you have a feature request let us know and we'll add it to our features list to discuss as a team.

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