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Publish a public help center from your knowledge base

Every Naffes CRM workspace gets a public help center at /help/{workspace-slug}. You write articles in the Knowledge base; once published, customers find them by searching, and anyone who does not find an answer can send a request that lands as a ticket.

Last updated2 min read

Requirements

Writing articles needs Pro or Enterprise and an admin role. The public pages keep working for your customers even if the plan lapses later.

Steps

  1. Open the Knowledge base

    In the sidebar, open Service → Knowledge base (/kb).

  2. Create categories

    Next to Categories, click New, name the category (for example Getting started, Billing or Delivery) and click Create. Categories are what customers browse under Browse by category.

  3. Write the article

    Click New article. Enter the Article title, pick the Category, adjust the URL slug, write a one-sentence Excerpt (shown in search results), then the body in Markdown. Click Save.

  4. Publish and check

    Click Publish; the status changes from Draft to Published. Use Preview public URL to see the article as a customer will.

  5. Share the link

    Put /help/{workspace-slug} on your website, email signature and welcome messages. At the bottom of the center, customers see Can't find what you need? and a Send a request button that opens a ticket for your team.

Writing articles that cut ticket volume

  • Use the customer's question as the title. How do I change my delivery address after ordering? is found by search far more often than Address policy.
  • Make the excerpt a short answer. It appears in search results, so let it solve the simple case before anyone opens the article.
  • Start from your tickets. Export tickets to CSV from the Tickets page, find the most repeated questions and write one article for each.
  • Keep categories few and clear. Four to seven cover most businesses; articles without a category appear under Uncategorized.

Managing articles later

  • Unpublish removes an article from the public center without deleting it, keeping it as a draft to edit.
  • Delete article is permanent and cannot be undone.
  • The view count beside each article in the list is a good signal of what your customers struggle with.

Requests from the center enter the help desk like any other ticket, so set their targets in SLA policies. For a private space per customer after the sale, see the client portal.