Knowledge base and helpdesk

Your site's own help centre — categories and articles, review and publishing, helpful votes, the ticket queue, and the helpdesks explorer.

Alongside this platform guide, every site has its own knowledge base: articles you write for your visitors and customers about your business.

Managing articles

/help?manage — for site owners:

• Categories — name, description, icon and colour, order. They become the cards on the help centre.
• Articles — title, category, excerpt, body. An article is pending review until published; published articles appear in the help centre, in search and in the support chatbot's knowledge. Deleted articles are hidden, not lost.

Readers vote Was this helpful? on each article; the counts and view counts are on the manage page so you can see what to improve.

The ticket queue

/tickets — every ticket on the site with its priority and status. Open one to reply, change its status or priority, or close it. Replies are emailed to the customer.

Helpdesks

/helpdesks — which of your sites run a helpdesk, with a link into each.

Chatbots

A support chatbot answers from your published articles and this guide, and escalates to a ticket when it cannot. See Chatbots.