Help Center

Docs

Your Public Help Center

Turn published knowledge base articles into a branded, customer-facing help center

Internal Knowledge vs. Public Help Center

The same articles power two audiences.

The Knowledge section inside the Service hub is your team's internal library: agents browse it, pull articles into ticket replies, and keep it verified. The Help Center is the public face of that same library, a branded portal your own customers can read without signing in, at /help-center/<your-subdomain>. You author once; the articles you choose to make public appear there automatically.

Nothing is public until you make it public
A help center only shows articles that are published, marked visibility: public, AND verified. Drafts, internal-only articles, and unverified articles are never reachable on the public portal, even by direct URL. This is enforced by the server, not just hidden in the UI.
Publishing is Business+; the AI Customer Support Agent is Ultra
Publishing a branded, customer-facing help center, everything on this page, is available on Business and above. The AI Customer Support Agent that sits on top of it, the public widget that answers customers conversationally from your published articles and deflects questions before they become tickets, is an Ultra feature. Each agent includes 500 conversations a month. When those are used up for the month, the agent gracefully hands the customer off to your team rather than failing, and your published help center keeps serving articles either way. Your usage panel shows how many conversations you have used, and extra conversation credits can be bought in packs. See Set up your AI Customer Support Agent for the end-to-end walkthrough and AI Customer Support Agent Add-on for what counts as a conversation.

Enabling the Help Center

Set it up once in Service settings.

1

Open Service settings

Go to Service → Settings → Help Center. The help center is off by default, so customers cannot reach it until you turn it on.

2

Choose a public address

Set the Public address that forms your help center's address (/help-center/<your-address>). It is how the public portal resolves your organization, so choose something recognizable to your customers.

3

Brand it

Under Branding, set a Brand color and a Logo URL, and under Discovery pick a Default language. These render on every public page, and only inside the per-request boundary, so your branding is never baked into the shared cache or shown to another tenant.

4

Turn it on

In the Publish section, turn Public Help Center on. Your published, public, verified articles go live immediately at your public address, and the row's badge flips from Off to Live once the change has saved.

Help Center settings

  • Publish: the Public Help Center switch, the master control. Off by default, with a Live or Off badge showing the saved state.
  • Public address: the address segment customers visit.
  • Branding: a Brand color and a Logo URL on every public page.
  • Discovery: Page title (SEO), Meta description (SEO) and Default language. Per-tenant help centers are indexable, so customers can find answers through search engines.
  • Embed on your site: the one-line snippet, and the Allowed websites list that says where it may load.

Getting an Article onto the Help Center

Three gates, all under your control.

An article reaches the public portal only after it clears all three of these, each set while you author and review it in the Knowledge section:

Published+Visibility: public+Verified
  • Published: the article has cleared the review workflow (see Authoring & Verifying KB Articles).
  • Visibility: public: you explicitly marked it customer-facing rather than internal-only.
  • Verified: a subject-matter expert has confirmed it is accurate. Keeping the public portal verified is what makes it trustworthy.
A stale article quietly drops out of public view
Because the public gate includes verification, an article whose verification goes stale stops meeting the bar, so the staleness flywheel protects your customers from out-of-date answers, not just your team. Re-verify from the content-health dashboard to bring it back.

What Your Customers See

A fast, accessible reading experience.

Each public article renders with a breadcrumb, an on-page table of contents anchored to its headings, the sanitized article body, and a list of related articles in the same category. Every article ends with an anonymous “Was this article helpful?” control (one vote per reader per day) and those votes feed the same content-health buckets you use internally, so customer signal improves your library directly.

Built for trust and speed
Public pages render with the same dual-defense sanitization as the internal editor (sanitized when saved and again when served), carry no app chrome or login wall, and are statically shelled so they load fast and stay search-indexable, while your per-tenant branding only ever renders per-request, never in a shared cache.

Customers Can Submit a Request

A published help center also carries a public intake form.

Your help center is not read-only. It carries a Submit a request link, and the form behind it lives at /help-center/<your-subdomain>/submit. Anyone who can reach your help center can file a support request there without an account or an invitation, and it arrives in your Inbox as a ticket. The form asks for a name, an email address, a subject, and the request itself.

It is on as soon as your help center is
There is no separate switch for the intake form. Turning the help center on, on a plan that includes tickets, opens public ticket intake with it, so an address you publish for reading answers also accepts new requests. Turning the help center off closes the form again: the page stops resolving and the link disappears.
1

The customer fills in the form

Nothing reaches your team yet. The page tells them to check their email, and says plainly that the request is on hold until they confirm.

2

We email them a confirmation link

The link is single-use and good for seven days. It is what proves the person filing the request actually owns the address, so nobody can open a ticket in one of your customers' names from a form that takes an address on trust. If the message does not turn up, the page points them at their spam folder.

3

Confirming wakes the request up

Opening the link starts the SLA clock, lets the queue claim an assignee, and notifies your service team. Until then none of that fires.

Email is the other public way in, and it is set up separately
The request form is one public intake channel. The other is plain email: you connect the support address your customers already write to, and their messages open or thread tickets the same way, with your replies going back from that address. It is configured on its own page rather than here, under Service, Settings, Support mailbox. See Connected Support Mailboxes for the setup steps, the health states, and what a mailbox rule or a spam filter can quietly keep out of your queue.
Where an unconfirmed request sits
A pending request is filed into your default queue immediately, so it is visible rather than hidden, but it stays cold: no response target is running, no agent's name is on it, and nobody was paged. Requests that are never confirmed simply stay that way. Once confirmed, the ticket carries a Portal origin chip in the Inbox, and if the address matches a contact you already have, it threads onto that person and their company record.

Embed the Help Widget on Your Own Site

Put a search-and-answer bubble on your product, not just at your help-center address.

Beyond the hosted help-center page, you can drop a floating Help bubble directly onto your own website or app. A visitor clicks it and searches your published articles right there, without leaving your page, so you deflect questions at the exact moment they come up. The widget is the same published, public, verified library as your hosted portal; it just travels to where your customers already are.

1

Copy your embed snippet

Go to Service → Settings → Help Center, and open Embed on your site. Once your help center is enabled with a public address, a copy-paste one-line <script> tag appears there, already filled in with your address. (Turn the help center on and save first: the snippet only appears once there is an enabled help center for it to point at.)

2

Paste it onto your site

Add the tag just before your closing </body>. It is self-contained, with no other tags or stylesheets, and the panel it opens picks up your brand color from the Branding section above, so the widget matches your hosted help center out of the box.

The AI Customer Support Agent rides along on Ultra
The help widget searches your articles on Business and above. On Ultra, the AI Customer Support Agent answers conversationally inside the same widget and deflects questions before they become tickets; when the monthly conversation allowance is reached it hands the customer off to your team, and the article search keeps working either way.

Related Articles

Authoring & Verifying KB ArticlesThe Customer Ticket PortalConnected Support MailboxesTriaging Tickets in the InboxLive ChatSet up your AI Customer Support AgentAI Customer Support Agent Add-onAI Autonomy ControlsFeedback & CSAT ProgramsService Hub Overview
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