Help articles are answers to the questions your clients ask again and again: how to pay, what documents you need each month, your office hours. Clients find them in the client portal, so many questions are answered without a ticket.
Write an article
- Go to Support desk and click Help articles.
- Click Write an article.
- Give it a title the way a client would ask it, for example How do I pay an invoice online?
- Add a category (such as Billing or Tax) to group related articles.
- Write the answer. You can use **bold**, lists starting with “- ” or “1. ”, and “## ” for headings. Click Preview to see how it will look.
- Choose who can read it, then click Publish. Or save it as a Draft, which only your team sees.
Anyone with full support desk access (Owners and Admins by default) can write and change articles. Everyone else on the support desk can read them.
Who can read it
- Clients signed in to the portal: the article appears only in your client portal.
- Anyone with the link: it also appears on your open help page, which needs no sign-in. You can link to it from your website or email signature. The address is shown at the top of the Help articles page.
What clients see
In the portal, Help and requests starts with a Find an answer search box and your articles. As a client types the subject of a new request, up to three articles that might answer it appear under the box.
At the end of each article, clients are asked Did this answer your question? On the Help articles page you can see how often each article has been read and how it was rated, so you know which ones to improve.