Public Help Center
Create a customer-facing help center where users can find answers themselves. Reduce ticket volume by empowering self-service.
Help Center Overview
What's Included
Your public help center features:
- Article search
- Collections/categories
- Individual article pages
- Contact support option
- Responsive design
URL Structure
https://help.yourcompany.com/
https://help.yourcompany.com/collections/getting-started
https://help.yourcompany.com/articles/how-to-reset-password
Setting Up
Basic Configuration
Go to Settings → Help Center:
- Enable help center: Toggle on
- Site title: Your help center name
- Welcome message: Homepage greeting
- Logo: Upload your brand logo
- Favicon: Browser tab icon
Custom Domain
Use your own domain (e.g., help.yourcompany.com):
- Go to Settings → Help Center → Domain
- Enter your domain
- Add DNS records as instructed
- Verify domain
- Enable HTTPS
Customization
Branding
- Colors: Match your brand palette
- Logo: Header logo
- Fonts: Typography choices
Layout
- Featured collections: Highlight key categories
- Search prominence: Emphasize search
- Footer links: Contact, social, legal
Content
- Homepage: Welcome message, featured content
- Contact page: Support options
- Footer: Links and info
Publishing Content
Article Visibility
Only published articles appear on the help center:
- Draft → Not visible
- In Review → Not visible
- Published → Visible
Collection Display
Collections appear when:
- Collection is not hidden
- Has at least one published article
Customer Experience
Search
Prominent search bar for quick answers:
- Semantic search results
- Suggested articles as you type
- Clear results with excerpts
Navigation
- Browse by collection
- Breadcrumb trails
- Related articles
Contact Support
When self-service isn't enough:
- Link to submit a ticket
- Chat widget integration
- Contact information
Analytics
Track Performance
Monitor help center usage:
- Page views by article
- Search queries
- Click-through rates
- Support contact rate
Optimize Based on Data
- Update high-traffic articles
- Create content for common searches
- Improve underperforming articles
Best Practices
- Keep it simple: Clear navigation, minimal clutter
- Prioritize search: Most users search first
- Feature top content: Surface popular articles
- Make contact easy: Don't hide support options
- Mobile-friendly: Test on all devices