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What this page is for

The Knowledge Base area is where you publish longer-form help documentation for customers. Unlike FAQs (which are short answers), knowledge base articles are designed for complete walkthroughs such as setup guides, troubleshooting steps, and service explanations. A strong knowledge base reduces repetitive support tickets and helps customers solve issues faster.

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What you’ll see

  • Categories Organise articles by topic so customers can browse easily.
    • Add Category: Create a new documentation section.
    • Edit: Rename or improve category details.
    • Delete: Remove unused categories.
  • Articles Individual help documents inside each category.
    • Add Article: Create a new guide.
    • Edit: Improve steps, screenshots, or wording.
    • Delete: Remove outdated content.
For most teams, the usual flow is:
  1. Create core Categories (for example Billing, VPS, Domains, Email).
  2. Add your most requested support answers as full Articles.
  3. Expand coverage over time based on real ticket volume.

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Creating knowledge base articles

When creating an article, write it so a customer can complete the task without contacting support.

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Article structure

  • Start with a short summary of what the article solves.
  • Add prerequisites if needed (for example account access or required plan).
  • Use numbered steps for actions customers must perform.
  • End with a short “what to do next” section.

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Writing guidelines

  • Use exact product wording that matches your dashboard and checkout labels.
  • Keep each article focused on one job-to-be-done.
  • Split large topics into multiple linked articles instead of one very long page.
  • Update articles immediately after UI or workflow changes.

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Organising your knowledge base

  • Keep categories broad enough to stay stable over time.
  • Use clear article titles that match what customers search for.
  • Avoid duplicate articles with slightly different wording.
  • Link related articles to create a guided help path.

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Using the Knowledge Base day-to-day

  • Add new articles when repeated support tickets reveal a gap.
  • Refresh top-traffic articles first when your product changes.
  • Archive or rewrite outdated guides before they confuse customers.