Creating Articles

Build a self-service knowledge base for your customers. Well-written articles reduce ticket volume and help customers find answers instantly.

Article Basics

What Makes a Good Article

• Clear title: Describes what the article covers
• Scannable content: Headers, lists, short paragraphs
• Complete information: Answers the question fully
• Updated regularly: Current and accurate

Creating a New Article

Step by Step

1. Go to Articles in the sidebar
2. Click + New Article
3. Enter your title
4. Choose a collection (optional)
5. Write your content
6. Save as draft or publish

Article Fields

Writing Content

Rich Text Editor

The editor supports:

• Formatting: Bold, italic, underline
• Headers: H1, H2, H3 for sections
• Lists: Bullet and numbered
• Links: To other articles or external sites
• Images: Upload or embed
• Code: Inline and blocks
• Tables: For structured data

Markdown Support

You can also write in Markdown:

## Section Header

This is a paragraph with **bold** and *italic* text.

- Bullet point 1
- Bullet point 2

1. Numbered step 1
2. Numbered step 2

Article Structure Best Practices

Recommended Format

# Article Title

Brief introduction (1-2 sentences)

## Section 1
Content...

## Section 2
Content...

## FAQ or Troubleshooting
Common questions...

## Related Articles
- Link 1
- Link 2

Tips for Readability

1. Use headers: Break up long content
2. Short paragraphs: 2-3 sentences max
3. Bullet points: For lists and steps
4. Bold key terms: Help scanning
5. Add visuals: Screenshots, diagrams

Article Status Workflow

Draft

• Not visible to public
• Work in progress
• Can be edited freely

In Review

• Ready for review
• Not yet published
• Pending approval

Published

• Visible on help center
• Searchable by customers
• Suggested by AI

Unpublishing

Published articles can be unpublished:

1. Open the article
2. Change status to Draft
3. Article removed from public view

Adding Images

Upload Images

1. Click image icon in editor
2. Select file from computer
3. Image uploads and inserts

Best Practices

• Annotate screenshots: Highlight relevant areas
• Optimize size: Compress large images
• Use alt text: For accessibility
• Keep current: Update when UI changes

Organizing with Collections

What Are Collections

Collections group related articles:

• "Getting Started"
• "Billing & Payments"
• "Troubleshooting"

Assigning to Collections

1. Open article
2. Select collection from dropdown
3. Save changes

See Collections for more.

SEO for Articles

Title Optimization

• Include key terms customers search for
• Keep under 60 characters
• Be specific, not generic

Content Optimization

• Use natural language
• Include synonyms
• Answer related questions
• Link to other articles

URL Slug

• Auto-generated from title
• Can be customized
• Keep short and descriptive

Version History

Tracking Changes

Every article maintains history:

• What changed
• Who changed it
• When it was changed

Viewing History

1. Open article
2. Click History tab
3. See all versions
4. Compare or restore

Restoring Previous Version

1. View history
2. Find desired version
3. Click Restore
4. Confirm restoration

Tips for Great Articles

1. Answer one question: Focus on single topic
2. Use customer language: Not internal jargon
3. Start with the answer: Don't bury the solution
4. Test your instructions: Follow your own steps
5. Update regularly: Keep content current

Related Topics

• Collections
• Search Optimization
• Help Center Setup

Back to Knowledge Base | Collections →