Plan requirement
| Subscription | Suite Team or higher, Knowledge Professional or higher |
| Access | Admin |
Switching the help centre on takes a minute. It starts in a setup mode only staff can see, which is the useful part.
Activate it
- Enable the help centre. That has to be done by the account owner, and it starts in setup mode: hidden from end users, visible to agents and admins.
- Choose a theme, set the name and add your logo.
- Write a few articles.
- Activate it, which makes it live for end users.
The account owner requirement catches teams out: an admin can do almost everything else here, but not this first step.
Use the setup mode
Between creation and activation the help centre exists and only staff can see it. That is the right place to build the first version, and the temptation is to skip it and publish an empty site.
An empty help centre teaches customers there is nothing there, and they stop looking. First impressions on a self-service site are difficult to undo.
What to have before you publish
- Ten to fifteen articles answering your most common questions.
- A structure that makes sense to a customer, not to your organisation.
- A working request form.
- Your branding, so it looks like part of your company.
Which articles first
Look at what your macros say. The answers your agents send most often are the articles your customers most need, and the text is already written.
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