All help articles

Help center

The help center holds the support team's knowledge base: articles and FAQs written in the help desk. Customers find them three ways:

• at /help, the public help center: topics, search, frequently asked questions and a page per article;
• on their account page, signed in, where articles for customers show too;
• while writing a request: as they type the subject, These may answer it lists matching articles.

Staff link articles into replies, so one good answer is written once.

(The product's own documentation, this knowledge base at /kb, is separate: it ships with the software.)

Writing articles

Help desk → Help center → New article, for staff with the support permission.

• Title: for a FAQ, the question.
• Address: /help/refund; filled in from the title.
• Category: a topic on the help center's front page (see below).
• Kind: an article, or a FAQ, which is also listed under Frequently asked on the front page.
• For:
  • Everyone: the public help center.
  • Signed-in customers: only when signed in to their Zappocity account, on the account page and at /help.
  • Staff only: notes for agents, linked to nobody.
• Status: Draft is not shown; Published is.
• Text in Markdown:
  • **bold**, *italics*, # headings, - lists, > quotes, code ;
  • links to http(s), mail, this site's pages and anchors;
  • anything else, including HTML, is shown as text.

Saving shows the article as customers see it. View opens it at /help.

The list shows each article's views and how readers answered Was this helpful? (yes and no), and searches titles and text.

Categories

New category under the articles: a name, its address (/help/c/billing), a description for its card, and an order. A category shows on the front page once it has a published article for that reader. Deleting a category keeps its articles, without one.

Linking an article into a reply

On a ticket, Link a help article (or l) picks a published article by name and puts its title and address into the reply.

Search

Search covers titles and text and finds word forms (refund, refunds, refunded), with titles counting most. Each result shows the passage that matched.

Command line and API

corpsuite support help categories
corpsuite support help category add slug=billing name=Billing description="Invoices, cards and refunds"
corpsuite support help articles q=refund
corpsuite support help article add slug=refund title="How do I get a refund?" category=billing kind=faq status=published body="Open a request under **Billing**."
corpsuite support help article set ARTICLE-ID slug=refund title=... status=draft
corpsuite support help article delete ARTICLE-ID

Staff API: /v1/platform/support/help/categories and /v1/platform/support/help/articles (api/platform.yaml). Customer API: GET /api/account/help (with q, category), GET /api/account/help/{slug} and POST /api/account/help/{slug}/rating (api/account.yaml).