Types of Articles

Help customers find what they're looking for by organizing your content into 3 different types of articles: 
  • Informative Article: This is the most common type, which you will probably find yourself using most often. Create Informative articles to introduce features, provide step-by-step instructions, answer FAQs and more. Learn More
  • Feature Request: This allows you to collect feedback and votes from customers about products or features that aren't available yet. You can notify followers that voted for Feature Requests when you update the article's status. Learn More
  • Known Issue: This type lets you inform customers about bugs or other issues that you're aware of. You can notify followers that reported experiencing the issue when you update the article's status. Learn More
Tip:
You can change the type of article using the Article Type drop-down at the top of the Content Editor. Keep mind that changing the article type in your default language automatically changes it in all languages. 

Related Articles

Creating an Article

Articles are the core of your Help Center. You can create 3 different types of articles for different needs. The following is intended to walk you through the process of creating an Informative article. You can also create:Feature Request articlesKnown Issue articlesInformative articles are likely the most common type of content you'll create for your Help Center. Create Informative articles to introduce features, provide step-by-step instructions, answer FAQs and more. To create an Informative article:Click the Knowledge Base icon in the side panel.Click + New Article at the top right.Leave the Informative Article type selected. (Optional) Select a category for your article from the Category drop-down. Note: An article must be in a category before you can publish it. You can move it to a category later.  Click Create Article.Enter the title of the article in the Title field. Tip:Save your work early and often by clicking Save at the top right. Click the Write something field and enter content for the article. Hover over the left side of the content block and click the Add a block icon . Choose a type of content block to add to your article:TextClick the Text icon and select a text type:Text: Add a standard block of text. Learn how to format your text.  Bulleted: Add a bulleted list. Use bulleted lists for single-step procedures or to list items that don't require a particular order. Numbered: Add a numbered list. Use numbered lists for multiple-step procedures that require a particular order. Learn more about adding text to your articles. SubtitleClick the Subtitle icon and select an option:Subtitle: Select a heading size to add a subtitle. Anchor: Add an anchored subtitle in the H3 heading size. Tip: Once you add a subtitle, you can hover over it to change the size or to add or remove an anchor.Informative NotesClick the Informative icon .Select a color: Green, Teal, Red, or Yellow.Enter the note title in the Title goes here field.Enter the note text in the Write something field.Tip: Hover over an informative note to hide its title or change its color. Learn more about adding informative notes. LinesClick the Lines icon.Select Dashed or Solid. Tip: Once you add a line, hover over it and click the Edit icon to change the line type.Image Click the Image icon . Click Upload. Select a file from your computer and click Open. (Optional) Add image alt text: Hover over the image and click Add Image Alt Text. Enter the image's alt text and click Save. Note: Uploaded images display at a maximum width of 628 px. When clicked, they expand in your browser window. Learn about other ways to add images to your article. VideoClick the Video icon .Paste the URL of the video.Click Get Video.Note: Currently, it is only possible to add URLs for videos uploaded to YouTube or Vimeo. Learn about other ways to add a video to your article.TableClick MORE and select Table.Enter the number of columns and rows that you need.Note: The header is automatically added on top of the table, so there's no need to add an extra row for it. Click Add Table.Learn how to add, delete, or edit your table. CollapsibleClick MORE and select Collapsible.Enter the title in the Title goes here field.Enter the text in the Write something field.Learn more about collapsible blocks. Code SnippetClick MORE and select Code Snippet.Select the type of code snippet you'd like to add. Tip: Hover over a code snippet and click the Edit icon to change the snippet type.IFrameClick MORE and select IFrame.(Optional) Edit the iFrame height.Enter the URL you'd like to embed in the iFrame URL field.(Optional) Click Disable scrolling to prevent scrolling within the iFrame. Click Add iFrame.Note: By default, a horizontal scroll bar appears when the width of the iFrame is more than 700px. Click Disable scrolling if you want to remove the scroll bar.HTMLClick MORE and select HTML.Double-click HTML Code and remove the existing code.Enter your HTML code.MarkdownClick MORE and select Markdown.Enter text using Markdown syntax. Click outside the Markdown block to preview the formatting you've written. Learn more about adding Markdown text.10.  Click Save at the top right.11.  When you're ready, click the Save drop-down and select Publish. 12.  (Optional) Select publishing options (Notify followers or Update URL). Show me more Notify followers: Send an automatic notification to followers of the article. Learn More Update URL: Update the live article's URL (if you've changed the title of the article). Note: The old article URL will redirect to the new URL.13.  Click Publish Article. Tip:View the live article once you've published by clicking View Live next to Save. 

4 min read

About Feature Request Articles

Feature Request articles allow you to inform and update customers about features you don't yet offer. They can also help you determine which products or services customers want most, so you know what to develop next. Tip:Review your top Feature Requests from the Knowledge Base Insights dashboard. Voting for Feature RequestsCustomers can vote for Feature Requests by clicking Vote at the bottom of an article. When a customer votes or has their ticket linked to a Feature Request, they become a follower of the article. Later, when you update the Feature Request's status, followers receive notifications.Show me howGo to the live version of a Feature Request article. Scroll to the bottom of the article and click Vote.Tip:Link tickets to Feature Requests whenever customers inquire about features you don't have. You can let them know that they'll receive an update if and when the feature is released. Feature Request StatusesUnlike regular articles, Feature Requests display a status at the top of the live article. The status lets customers know of the feature's current development stage. When you update the status you can send automatic notifications to followers. Show me howTo update a Feature Request article's status:Go to an article's Content Editor. Click the Feature Request status at the top. Click the Feature Request Status drop-down and select a status:Collecting votes: Let customers know you're collecting votes for the feature. Working on it: Let customers know you're working on developing the feature. Coming soon: Let customers know that you're almost ready to release the feature. Available: Let customers know that you've released the feature.Tip: We recommend including a link on the article to direct customers to get started with the new feature.Click Update. (Optional) Click the Notify followers checkbox to automatically send notifications to followers. Choose an update option:English Only: Update the article's status only in the English version of the article. Note: "English" is replaced by your account's primary language if it's different. All Languages: Update the article's status in every language version of the article. Tip:Customize the email template you can send to followers when you update the status.

2 min read

About Known Issue Articles

Known Issue articles allow you to inform and update customers about bugs and issues you're aware of. You can also use them to collect complaints so you know what needs fixing the most. Tip:Review your top Known Issues from the Knowledge Base Insights dashboard. Following Known IssuesCustomers can follow Known Issues by clicking Report at the bottom of an article. They can also become followers when agents link their tickets to Known Issues. When you update the article's status, you can automatically notify followers. Show me howGo to the live version of a Known Issue article. Scroll to the bottom of the article and click Report. Tips:Create Known Issues as soon as you receive multiple complaints about a specific problem. Link tickets to Known Issues so you can easily update customers when issues are resolved. View a specific article's stats to learn how many followers it has.Known Issue StatusesUnlike regular articles, Known Issues display a status at the top of the live article. The status lets customers know which stage you're at in regards to fixing the problem. When you update the status you can send automatic notifications to followers. Show me howTo update a Known Issue article's status:Go to an article's Content Editor. Click Known Issue at the top. Click the Known Issue status drop-down and select a status:Looking into it: Let customers know you're investigating the problem. Working on it: Let customers know you're working on fixing the problem. Resolved: Let customers know the issue has been resolved. Third-party bug: Let customers know the problem is due to third-party bug that's beyond your company's control.  Click Update. (Optional) Click the Notify followers checkbox to automatically send notifications to followers. Choose an update option:English Only: Update the article's status only in the English version of the article. Note: "English" is replaced by your account's primary language if it's different. All Languages: Update the article's status in every language version of the article. Tips:Customize the email template you can send to followers when you update the status.We recommend unpublishing Known Issues that have been resolved for more than 2 weeks.

2 min read