Atlas

Atlas Help Center

New Ticket

This guide is designed to help you navigate, create, and manage content within the Help Center efficiently. Whether you're looking to assist customers or provide internal support, here's everything you need to know to get started.

To access the Help Center, you can find the option in the top left menu of your Atlas interface. For a quicker route, the

 will take you directly there. The Help Center is your go-to place for creating, organizing, and publishing support articles to aid your users.

Categories in the Help Center function like folders, helping you organize articles into easily navigable sections. Each category 

for easy recognition. By default, categories use a folder icon, but you can 

 to suit your needs. This organizational structure allows you to maintain a clean and user-friendly Help Center.

Click to add an article, providing a name and optionally filling in other fields like SEO tags.

Write your content within the article editor. You can use standard text formatting options such as headings, ordered lists, quote blocks, code blocks, tables, images, videos, and even embed HTML like iframes for richer content. Markdown is also supported for those familiar with it, offering a faster way to format your articles

Once an article is created, it's straightforward to manage:

 Before publishing, preview your article to see how it will appear to your customers.

 When satisfied, click "publish article" to make it live. If you make changes to an article, a banner will remind you to publish the latest version.

 You have options to edit the article's properties, remove it, or unpublish it should the need arise.

 The top of the article editor shows when the current version was last saved, helping you track changes.

 Creating a category specifically for Frequently Asked Questions (FAQs) can be particularly beneficial. This allows you to address common queries in a dedicated space, making information easier for your users to find.

 While optional, filling out SEO-related fields can improve the visibility of your articles in search engine results, making it easier for users to find the help they need.

How To Use The Help Center

Help Centers allow you to answer your customers' questions quickly while not having to spend any incremental effort. This is typically the first step in creating an effective triage for new tickets. You can think of this as the handbook for your website.

Filling a Help Center with content, especially when you haven't created any articles, can be daunting. To help with that, we've provided a few common workflows below.

Help Center article structure and styles vary greatly between companies, but there are some common themes that are helpful in creating your own. 

[features: one article per feature; sections within the article should generally cover the following]

 As you build up a set of common questions, be sure to include those, either in a specific Frequently Asked Questions category or on a product-by-product basis. 

 Write your Help Center articles in the same tone that you speak to your customers throughout your product to maintain a consistent, familiar voice