Manage your Help Center content

Get article performance insights, view conversations, take bulk actions and manage your team

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

See how articles are performing

The Articles list gives an overview of performance stats next to each article.

You should pay close attention to the articles your customers are happiest with (the one’s they’ve reacted with a 😃 most on).

Click on any article to see how it's performing over time.

After you’ve received reactions on a few articles, we recommend developing a benchmark for success. For example, if you find that on average 85% of your customers are happy with your articles - aim for 90%.

Filters experience

It is possible to use filters when you are searching for articles. You can filter them by:

  • Filters can be used alone or in combination.

  • Filters are already available to all teammates and no set up is necessary.

View conversations from articles

Articles can contain gaps that customers can't self-solve and conversations are a great way to identify common queries or issues in your articles.

Quick previews are accessible from the Conversations tab of the article when you click View reply.

Take bulk actions on articles

From the Articles list, you can select a list of articles and take bulk actions:

  • Publish/Unpublish

  • Move collection

  • Update author/avatar

  • Delete

Customize Articles list columns

Select which columns you want to see and save this as an Article View to easily return to this article list in the future. For example, you could show the Performance column in your Reporting View, or only show the Languages column in your Translations View.

Check activity logs for articles

View activity logs related to article editing (create, update, delete) from your workspace Settings > General > Teammate activity logs. This allows you to track article activity across your team.

Manage Help Center Article permissions

Assign different levels of permission to your Help Center team members. With granular level of control, you can decide how you collaborate on content as a team.

Learn more about managing teammate permissions.


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