Atlas

Atlas Help Center

New Ticket

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.

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.

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.

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.

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.

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

 The percentage of searches that resulted in users clicking on an article


 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.

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.

Learn how to use and manage your Atlas Help Center effectively.

Help center basics

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

Help Center Templates

Structure, Templates, & Tips

If you want to prevent your Help Center from being searchable on Google, follow the steps outlined below. This guide will help you manage the visibility of your help pages effectively.

: Ensure that you have verified the ownership of your Help Center URL (e.g., help.superorder.com) in 

. If your main domain (superorder.com) is already verified, you may need to add the subdomain as a new property.

: If you encounter an error stating 'URL not in property', it means that the subdomain was not verified. You will need to add help.superorder.com as a new property in Google Search Console.

By following these steps, you can effectively manage the visibility of your Help Center and protect sensitive information from competitors.

This article provides step-by-step instructions on how to prevent your Help Center from being indexed by Google, ensuring that sensitive information remains private.

How to Remove Your Help Center from Google Search Results

Learn how to customize appearance and functionality of your Help Center to meet your customers' needs.

Atlas allows you to customize various aspects of your Help Center to create a seamless experience for your users. This guide will walk you through the customization options available to make your Help Center align with your brand identity and support strategy.

In the “style” section, you can adjust the visual elements of your Help Center. You can upload your company logo, set the primary color scheme, and choose fonts that match your brand guidelines. These changes will be reflected throughout your Help Center, creating a cohesive look and feel.

Customize your help center's navigation menu to make it easy for users to find the information they need. You can configure the link you want to show there.

Customize your Help Center's footer to include important links, legal information, or additional contact details. For easier navigation you can choose to show related articles for the user.

You can choose how links appear—with icon and heading, with only heading, and so on.

To create a seamless experience for your users, you can set up a custom domain for your Help Center. This allows your Help Center to appear as a natural extension of your main website.

Help center: customization

Learn how to control who can see and access different parts of your Help Center

Atlas Help Center provides granular control over the visibility of content, ensuring that the right information is accessible to the right people. This guide explains how to manage visibility settings for various Help Center elements.

When creating ticket forms for your Help Center, you can control their visibility. Go to 

. Then, click on “customize” (on the bottom of the left menu bar).

The "Viewable by" option allows you to set helpcenter as visible to "Customers only" or "Everyone". "Customers only" restricts the form to authenticated users, while "Everyone" makes it accessible to all visitors, including unauthenticated users.