Set up your own help center
Publish a help center for your customers at your own Hushdesk address, with a title, a tagline, collections and articles they can search on their own.
Last updated 2 min readPreview
Your help center is a public set of answers your customers can search on their own. It lives on your Hushdesk address, shows in your chat widget, and the same articles help the AI write better drafts.
Before you start
- Who can do this: owners and admins turn the help center on and change its settings. Agents can write articles.
- Plan: all plans.
- Time: five minutes to switch it on; longer to write your first articles.
The help center editor arrives with the help center release. If Help center is not in your Settings menu yet, it has not reached your server.
Step by step
- Open Settings. Under Channels, choose Help center.
- Choose the Settings tab.
- Type a Title (for example "Luna Swimwear help") and a Tagline.
- Turn on Publish the help center. It "Turns on the public pages" at your address "and the Help tab in your chat widget."
- Save. A message confirms: "Help center settings saved".
- Choose Collections and create your first topics. See Organise articles into collections.
- Press New article to write your first answer. See Write a help article.
What happens next
- View help center appears at the top of the page. It opens your public help center.
- Customers see a search box ("Search for answers…"), your collections and your published articles.
- The chat widget shows a Help tab where visitors search your articles.
- Only articles that are published and visible to Everyone appear in public. See Publish, review and restore articles.
The help center has four tabs: Articles, Collections, Reports and Settings.
Tips
- Start with your five most common questions, such as delivery times, returns and order changes.
- Link your help center from your store's footer and order confirmation emails.
- Check Reports weekly for searches with no answer, and write those articles next.
Troubleshooting
"Only owners and admins can change the help center settings"
Agents can write articles but not switch the help center on. Ask an owner or admin.
"This workspace has no store yet"
The help center belongs to your store. Add your store details first in Settings > Store.
"Open a workspace first"
You are signed in without a workspace selected. Pick one from the account menu.
"You’re viewing this workspace read-only as support. Exit “view as” to make changes."
Hushdesk support is viewing the workspace read-only. Changes are not possible in that mode.
Frequently asked questions
Does Hushdesk include a help center for my customers?
Yes, on every plan. Write articles in Settings, Help center, group them into collections and switch on Publish the help center. Your customers can then search answers on your help center pages and in the Help tab of your chat widget, without waiting for a reply.
Where is my help center published?
At your Hushdesk address followed by /hc/ and your store's short name, for example /hc/luna-swimwear. The Settings tab of the Help center page shows the exact address, and the View help center button opens it. Your own domain for the help center is planned.
Can I prepare articles before my help center goes live?
Yes. Write, edit and even publish articles while Publish the help center is off. Nothing is visible to customers until you switch it on, and the widget's Help tab stays hidden too. When you are ready, turn the switch on and every published article appears at once.
Who can write help articles in my workspace?
Owners, admins and agents can write and edit articles. Only owners and admins can publish them, change collections and the help center settings, or delete articles. Viewers can read the help center pages in the product but cannot edit anything. Agents send their articles for review instead.
How do I change the title of my help center?
Open Settings, Help center, choose the Settings tab and type a new Title and Tagline, then save. Without a title, the help center uses your store name followed by Help Center, and the tagline defaults to Answers to common questions.
Do I need a separate tool for my store's FAQ page?
No. Your Hushdesk help center can replace a separate FAQ app. Articles can hold steps, tables, pictures, videos and FAQ questions, and they are searchable by customers and used by AI drafts. You can link to it from your store's menu like any other page.
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Related articles
- Organise articles into collectionsPreviewGroup your help articles into collections such as Shipping or Returns, with an icon, a short description, one level of sub-collections and team-only topics.
- Write a help articlePreviewUse the help center editor to write clear answers with headings, steps, pictures, videos, tables, callouts and click paths, then save a draft as you go.
- Publish, review and restore articlesPreviewTake a help article from draft to review to published, edit a live article safely, unpublish or delete it, and restore any earlier version from History.
- Help center web addressesPreviewHow the addresses of your help center, collections and articles are built under /hc/, what happens when you move or rename an article, and custom domains.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.