Your knowledge base is the set of help articles you write. Publish them and they work in three places at once:
- A public help center at
formspring.io/help/your-name, where customers search and read answers without writing to you. - Suggestions in Desk, so your team can answer faster with an article instead of retyping. See Suggested articles in Desk.
- A contact form on the help center that turns an unanswered question into a Desk conversation.
Open it from the sidebar under Knowledge base.
How it fits together
| Piece | What it is |
|---|---|
| Article | One answer, written in a simple editor and stored as Markdown. It is a draft or published, and public or team only. |
| Collection | A topic that groups articles, such as "Billing". Collections become the topic tiles on the help center. |
| Help center | The public site for your articles. Each workspace has one, with its own address, colours, fonts and text. |
A quick tour
- Click New article, write the answer, and click Publish article. See Writing articles.
- Click Go live in the status bar at the top of the Knowledge base page. See Publishing your help center.
- Check the numbers on the article list - views, how many readers found it helpful, and questions people asked in Desk that no article covers. See Article stats.
Plans and limits
The knowledge base and help center are part of the Scale plan, alongside Response Desk. On Free, Pro and Team they are not available. If a workspace leaves the Scale plan its public help center stops being served.
Removing the "Powered by Formspring" line from the help center footer is a paid-plan option, available in the help center settings.