Articles live in the Knowledge base. This page covers creating, formatting and publishing them.
Create a collection
Collections group articles into topics. Click New collection, enter a name such as "Billing", and click Create collection. Collections show in the left column of the Knowledge base with an article count; click one to see only its articles. All articles shows everything.
Create an article
Click New article. If a collection is selected, the article starts inside it. You land in the editor with three areas:
- Left - your collections and the articles in them. Drafts are marked Draft.
- Middle - the article itself.
- Right - who can read it, its address, questions from Desk, and its recent numbers.
Give it a title, add a one-sentence summary (shown in search results), then write the body. Start with the answer, then the steps.
The editor
Type / in the body to add a heading, subheading, text, numbered list, bulleted list, callout, image (from a URL), link, or a link to another article from your help center. You can also format text as you would in any document editor. Articles are stored as Markdown, so they stay portable.
Your changes save automatically a moment after you stop typing. The line above the title shows the state ("saving...", "saved 14:32" or "unsaved changes"). Use Preview to see the article as readers will, and Edit to go back.
To move an article, change the collection in the same line: "Draft in collection".
Draft or published
New articles are drafts, set to Everyone - help center. Only you and your team see a draft.
- Publish article makes it live. It appears on the help center and in Desk suggestions.
- Unpublish moves it back to drafts.
Public or team only
Under Who can read it:
- Everyone - help center - shown on the public help center once published.
- Your team only - never shown publicly, but still searchable by your team in Desk. Use it for internal answers such as refund rules or escalation steps. These articles insert their text into a reply instead of a link.
A Team only tag appears next to these articles in the list.
The article address
The Address field sets the end of the article's web address. Use lowercase letters, numbers and dashes. It is generated when the article is created, so a new blank article starts as "untitled-article". Set a meaningful address before you share the link, because changing it later breaks old links.
Search and filter
On the article list, search by text and switch between All, Published and Drafts.
Delete an article
Click Delete article at the bottom of the right column and confirm. The article disappears from the help center and from Desk suggestions. This cannot be undone.