The answer, before the ticket.

A knowledge base your team writes once and a help center your customers search first. Restyle every colour, font and line of copy. When nothing answers, the question becomes a Desk thread and lands on your to-write list.

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Nordlicht HelpContact us

How can we help?

invoice address

Try

2 articles

Change the address on an invoiceUpdate your billing address, then regenerate any invoice issued before the change.Billing

Add a VAT ID to your accountYour VAT ID appears on every invoice issued after you add it.Billing

Did this answer your question?

Still stuck?Send a message and the team answers by email.

Your colours, your fonts, your words.

Nine colour tokens, a heading and a body font from sixteen hosted families, the system stacks or your own uploaded font, corner radius and page width. The help center should look like your product, not like ours.

Heading font

Corners

Header

Accent: #17171A
Background: #FFFFFF
Surface: #F6F6F3
Text: #17171A
Muted: #5E5E66
Border: #E6E5E0
Link: #17171A
Header: #FFFFFF
Header text: #17171A

Headings in Outfit, body in Inter, 12px corners

Nordlicht HelpContact us

How can we help?

Search for an answer

Browse by topic

Getting started8 articles

Billing12 articles

Forms15 articles

Account and team6 articles

Sample preview. Fonts show as your browser's closest match.

Every line on the page is yours to rewrite.

Twenty-four pieces of copy, from the search placeholder to the thank-you after a vote, each with a sensible default and a length limit that keeps the layout intact.

Field	Default	Max length
hero_title	How can we help?	120
search_placeholder	Search for an answer	80
topics_heading	Browse by topic	80
results_empty	Try fewer or different words, or write to us below.	200
vote_question	Did this answer your question?	120
contact_heading	Still stuck?	80
contact_button	Send message	40
meta_description	Empty until you write one	170

8 of 24 fields shown.

/* Help center, custom CSS */
.hc-hero h1 {
  font-size: 44px;
  letter-spacing: -0.02em;
}
.hc-article blockquote {
  border-left: 3px solid var(--hc-accent);
  background: var(--hc-surface);
}
@import url(...);   /* removed on save */

And when settings are not enough, CSS.

Up to 20,000 characters of your own CSS on top of the styling. Imports, expressions and script URLs are stripped on save, so a stray rule can restyle the page but never pull in code from elsewhere.

Your next five articles, already chosen.

Formspring reads the subjects of recent Desk conversations, groups the ones no published article answers, and counts them. Write the top one and the next customer finds it in search instead of opening a ticket.

Asked in Desk, not answered yetLast 30 days

Question	Asked	Action
Upload rejects HEIC photos	14	Write article
Change thank-you page	9	Write article
Export to DATEV	6	Write article
Two recipients for one form	4	Write article
Invoice in German	3	Write article

Sample data.

See which articles do the work.

Views and votes come from the help center, one view per visitor session and one vote per reader. Sent in replies counts how often agents dropped the article into a Desk answer, from the suggestions beside each thread or from Insert article. Internal articles show up for agents only.

Article	Collection	Visibility	Views	Found helpful	Votes	Sent in replies
Change the address on an invoice	Billing	Public	1,284	96%	221	37
Embed a form on your site	Getting started	Public	2,931	90%	429	22
Allowed file types for uploads	Forms	Public	806	52%	122	15
Refund policy, how to handle exceptions	Billing	Internal	143	100%	12	29

Sample data. Allowed file types is found helpful by barely half of its readers: worth a rewrite.

About the knowledge base

Which plan includes the knowledge base?

The knowledge base ships with Response Desk on the Scale plan.

How are articles written?

In Markdown, grouped into collections such as Billing or Getting started, as a draft until you publish. You can write and publish from the mobile app too.

Can some articles stay internal?

Yes. Internal articles never appear in the public help center but are suggested to agents in the desk.

What happens when search finds nothing?

The visitor sees your empty-results copy and, if you have it on, the contact form. Their message opens a Desk conversation, routed like any other email, and its subject feeds the unanswered questions list.

Can agents use articles in Desk replies?

Yes. Each conversation suggests up to three matching articles, internal ones included, and Insert article searches the whole knowledge base. An inserted article counts toward its sent in replies number.

Write it once. Stop typing it every day.

The knowledge base and Response Desk come together on Scale, $149 a month.

Start free See Scale