Welcome to our guide on creating and organizing knowledge base articles in Help Scout. Knowledge base articles empower customers. In this guide, we'll show you how to craft informative articles and organize them for easy access.


Log in to your Help Scout account


Sign in to your Help Scout account with your username and password.


Access your Docs

Once logged in, click on the "Docs" tab in the main navigation menu. This will lead you to the Docs dashboard where you can manage your knowledge base articles.


Create a new collection

In the Docs dashboard, click on the "New Collection" button. Collections are folders that help you organize your articles by category or topic. Give your collection a name, description, and choose the visibility setting. Then click "Save Collection."


Add categories to your collection

Click on the collection you just created. In the right sidebar, click on the "New Category" button. Fill out the name, description, and visibility setting for the category, then click "Save Category." You can create multiple categories within a collection.


Create a new article

To create a new knowledge base article, click on the "New Article" button in the upper right corner of the Docs dashboard. You will be redirected to the article editor.


Add content to your article

In the article editor, fill out the title, and body of the article. Use the toolbar to format text, add links, images, videos, and other media. Ensure that your content is clear, concise, and well-organized.


Set visibility and assign the article to a category

In the right sidebar, choose the visibility setting for your article. Next, assign the article to a category within a collection by clicking on the "Select Category" dropdown menu.


Save and publish your article

Once you've completed your article, click "Save Draft" to save your work. To make the article live, click on the "Publish" button. You can also schedule the article to be published at a later date by selecting "Schedule" and choosing a date and time.


Organize and reorder articles within categories

To change the order of articles within a category, click on the "Sort by" button on the top right corner within the category view. Select the type of order that you want in the drop-down menu.

Congratulations! You've successfully learned how to create and organize knowledge base articles in Help Scout. By crafting valuable content and organizing it effectively, you can empower customers to find solutions independently, reduce support tickets, and deliver exceptional customer experiences. Continuously update and improve your articles to keep your knowledge base relevant and valuable. Happy article crafting!

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