Help center basics

Overview

The Atlas Help Center is a powerful tool for providing self-service support to your customers. This guide will walk you through the fundamental aspects of using and managing your Help Center.

Creating and publishing articles

To create a new article, click on the hamburger menu and select “help center”. O the help center page, click on “create new” and select article. Write your content using the rich text editor, add any necessary formatting, images, or links. When you're ready, save and publish your article.

Article visibility

Published articles are only visible to users with appropriate permissions. This cascading permission system ensures that customer-facing articles are not visible in internal inboxes unless specifically allowed.

Search functionality

The Help Center includes a search feature that allows users to find relevant articles quickly. When a user searches, they'll see a list of about ten articles, typically ordered by relevance or popularity. The search uses fuzzy matching to provide results even for partially matching terms.

User search insights

Atlas tracks user search behavior, providing valuable insights. You can see what terms users are searching for, how many articles and categories they accessed from their search, and how long they spent reading specific articles.

Search analytics

In the Help Center reports section, you can view analytics about search performance. This includes:

Search volume: The number of searches performed Click-through rate: The percentage of searches that resulted in users clicking on an article Deflection rate: How many tickets were avoided due to users finding answers in the Help Center

These metrics help you understand the effectiveness of your Help Center in providing self-service support.

Convert tickets to help center articles instantly

When you come across a ticket in the customer timeline that contains valuable information worth sharing with a wider audience, Atlas makes it incredibly easy to turn it into a help center article.

Simply click the hamburger menu next to the ticket and select "Turn ticket into Help Center article." With this one-click action, Atlas automatically drafts an article using the messages within the ticket.

This streamlined process eliminates the need for manual copying, pasting, or rewriting ticket replies. Instead, you'll get a ready-to-review document that captures the essence of the support interaction. Once the draft is created, you can review and edit the content as needed before publishing.

Traffic sources

Atlas tracks where your Help Center traffic is coming from, whether it's direct visits, from within your application, or other sources. This information can help you optimize your support strategy.