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Write a help article

Use 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.

Last updated 2 min readPreview

On this page

The article editor is built for help content: headings for each section, numbered steps, pictures with descriptions, videos, tables and highlighted callouts. Everything you write is cleaned for safety when you save.

Before you start

  • Who can do this: owners, admins and agents. Viewers can read but not edit.
  • Plan: all plans.
  • What you need: the answer you want to give, and any screenshots.

Step by step

  1. Open Settings > Help center and press New article.
  2. Type the Article title, starting with the task, for example "Change your delivery address".
  3. Write the answer in the body ("Write the answer. Use headings for each section, a numbered list for steps.").
  4. Use the toolbar:
    • Heading, Subheading and Small heading for sections;
    • Numbered list for steps and Bulleted list for options;
    • Picture, then type a description in the bar that appears;
    • Video (YouTube or Vimeo), Table, Quote, Code block and Divider;
    • Callout for a Tip, Note, Warning or Coming soon box;
    • Click path for a menu path such as "Account > Orders > Track";
    • Keyboard key to show keys like Ctrl+S;
    • Animation to embed an animated illustration. See Add animations to help articles.
  5. In Details, set the Collection, Who sees it, Tags and a short Summary.
  6. Press Save draft, or Ctrl+S.

What happens next

The message "Draft saved" confirms the save, and the page shows "Unsaved changes" whenever you have edits that are not saved yet. Press Preview to see the article as readers will. When it is ready, publish it or send it for review. See Publish, review and restore articles.

Tips

  • One question per article. Customers search for a task, not a topic.
  • Use the same skeleton every time: what it does, before you start, steps, what happens next, troubleshooting.
  • Describe every picture. The SEO panel flags any without a description.
  • Link related articles in the Related articles box so readers find the next step.

Troubleshooting

"Give the article a title"

The title is empty. Type one before saving.

"That picture is over 1.5 MB. Try a smaller one."

Even after shrinking, the file is too large. Crop it or save it at a lower quality.

"Use a JPG, PNG or WebP picture"

The file is not a supported picture. Save it as JPG, PNG or WebP.

"The picture did not upload. Try again."

The upload was interrupted. Check your connection and press Picture again.

Only YouTube and Vimeo videos can be embedded. Copy the video's address from one of them.

"Use a full https:// address, a /page on this site or mailto:"

A link must start with https://, / or mailto:.

"The article is too long"

Split very long articles into several shorter ones.

"Viewers can read the help center but not edit it. Ask an admin for agent access."

Viewers cannot write articles. Ask an owner or admin to make you an agent.

Frequently asked questions

How do I write a new help center article?

Open Settings, Help center and press New article. Type a title, write the answer in the editor, pick a collection in the Details panel and press Save draft. Owners and admins can then press Publish; agents press Send for review. Every save keeps a version in the article's history.

Can I add pictures to a help article?

Yes. Press Picture in the toolbar and choose a JPG, PNG, WebP or GIF file. Hushdesk shrinks it to at most 1,600 pixels wide and converts it to WebP before upload, and the result must be under 1.5 MB. Then type a description of the picture for screen readers and search engines.

Can I embed a video in a help article?

Yes, from YouTube or Vimeo. Press Video in the toolbar and paste the video link. Other video sites are not accepted, because only these two players are allowed on help center pages. For your own video files, upload them to YouTube or Vimeo first and paste that link.

Is there a keyboard shortcut to save a help article?

Yes. Press Ctrl and S on Windows, or Cmd and S on a Mac, while editing. It saves a draft, the same as pressing Save draft, and keeps the change in the history. Readers keep seeing the published version until you publish the changes.

What does a callout look like in my help center?

A callout is a highlighted box inside the article. Choose Tip for advice, Note for useful background, Warning for something that can go wrong, or Coming soon for features you have announced but not launched. Press Callout in the toolbar and pick one of the four types.

Can I paste content from Google Docs or Word?

Yes. Paste into the editor and headings, lists, bold text and links come across. Hushdesk cleans the content when you save and keeps only what the editor supports, so scripts and unknown code are removed. Add pictures with the Picture button so they are stored safely.

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