Managing the knowledge base

The knowledge base is your self-serve help center. Well-written articles deflect tickets and help customers help themselves. This guide covers creating and maintaining articles.

Where articles live

• Customers read articles at /support/help and individual pages at /support/help/<slug>.
• Admins create and edit articles from the admin panel.

Create an article

1. Open the knowledge base section of the admin panel and choose to create an article.
2. Fill in the title, a unique slug (the URL), and a short excerpt (used on cards and as the meta description).
3. Pick a category so it groups with related articles; the help center builds its filter buttons from the categories in use.
4. Add tags to aid search.
5. Write the content. Markdown is supported, including headings, lists, tables, and code blocks.

Drafts, publishing, and status

• Save as a draft while you work; only published articles appear publicly.
• Use clear, task-focused titles and link related articles to each other.

SEO fields

Set the SEO title and SEO description to control how the article appears in search results. If you leave them blank, the title and excerpt are used.

Engagement metrics

Each article tracks views and votes. These start at zero and accumulate as real customers read and rate articles, giving you honest signal about what is useful and what needs work. The help center surfaces popular articles based on views.

Seeding many articles at once

For a large launch set, you can seed articles programmatically from version-controlled markdown rather than hand-entering each one. This keeps content reviewable in Git and re-runnable. (This very knowledge base was published that way.)

Related articles

• Support desk overview
• Blog CMS guide

Still need help?

Open a support ticket for help structuring your help center.