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Help center - Setup

We're excited to introduce our native Help Center! Now available to all customers. ūüéČ


How it works

With the Gorgias native Help Center, you can set up Help articles and FAQ pages on your website sorted into categories for your customers to browse. This is a great way to address common questions that your customers often repeat to your Customer Support team. However, as you can imagine, articles can contain way more detail than you can convey via chat, along with screenshots, videos and GIFs to help your customers learn about your products and services in-depth!

We offer free articles templates that can be easily imported into Gorgias. Simply download the CSV files, import them into your Help Center, and edit them right inside Gorgias. We'll explain how to import them into your new Help Center below.



Setup Instructions

Before you begin, keep in mind that only Admin users can access, set up, and manage the help center integration. After following the instructions below to create your Help Center, don't forget to log into your website builder (e.g. Shopify, BigCommerce, Magento) and link the Gorgias Help Center with your website, so it's visible to your customers. We'll talk about that in the end of this article too.


Creating a Help Center

1. Go to Settings → Help Center under the General heading.

2. A page will open up on the right where you can start building your pages. To start, please click on the + Add New button in the top-right corner of the screen.

3. Here you can set up some basic customization for your help center, such as the name, subdomain, language, theme, primary color. For the subdomain, you can choose either the default one or set up a custom one with the instructions from this guide.

4. After you create your Help Center, you can import our Help Center templates or create new Categories and Articles. To import the templates, click Import Articles. You can always import articles from the Installation section.

5. Let's start by creating a category. If you click on Create Category, a new window will open up on the right where you can edit your category's name, slug (the category's link) and description. You can also set up a category in any of the currently supported languages that you have set up for your Help Center.

6. Hit Save and you'll see your new category in the list.

You can now create a subcategory within this category! You have 2 ways of creating a subcategory.

  1. Click on the Create a category button in the top right of the page and choose a Parent category from the dropdown in the top left.
  2. Click on the category row quick-actions icon to directly create a child category.

When creating a category, you can also choose to publish it as 'Unlisted' with the dropdown in the top-middle so that it can only be accessed via the direct link

7. Now, let's add a new article to this category. Click 'Create Article' in the upper-right corner. A new window will open up where you can give your article a title, add it to a category or a subcategory, write the article in any of the supported languages, and edit the text with some standard text formatting options. You can also set whether the article should be Public or Unlisted (accessible only via a link) and then 'Create & Publish' the article or just 'Create Article' to save it as a draft.

8. Once you create your article it will appear in your Help Center.


Congrats! You now know how to create a Help Center, as well as how to create categories and add articles to categories.

*Please note: If you are one of our Add-on subscribers, a self-serve portal will be automatically installed on your help center as soon as you install Gorgias on your Shopify store. A heads-up banner will be displayed in your help center and self-service pages to notify you of this.

Now, let's go over some other appearance customization options to get your Help Center to match your branding.


Contact

Here you can enable the chat widget on your help center page, as well as add contact cards.

  1. To enable the chat widget, simply toggle the Enable chat widget option on and choose the chat integration from the list.
  2. For contact cards, scroll down and toggle on the ones that you want to have enabled. You can choose between Email and Phone. You can apply a unique description for each card.
  3. Once you're happy with the setup, simply hit Save Changes and you're ready to go!


Appearance

On this tab, you can add your logo to your new Help Center, as well as select a light or dark theme, primary (highlight) color, the font and add your help center banner title and image. Then, you can also enable a search bar to help your customers find the guides that they're looking for faster. Lastly, you can choose to add or remove the Gorgias label as well.


When it comes to logo size,¬†the logo container has the following dimensions: 180px (width) and 32px (height) ‚Äď horizontal logos will work best, and if it‚Äôs still too small, decreasing margins in the image should help.

Don't forget to click 'Save changes' once you're happy with the setup!


You have the option of setting the primary color of links. Bear in mind, if you create an article with a link and you change the color of the text for all of the articles, the links will remain in the primarily color set in Appearance settings.

Changing the primary font to a custom font changes the Help Center pages design. It can also affect the text of the article if the text doesn't have a font-family set from the article editor. If a family font is set in the article editor, it's possible to remove the font using the Clear Formatting button in the text editor. Then the article will follow the primary font.


Preferences

In Preferences you can edit your help center name, select the default language, add more language options and edit your SEO options.


Languages

For languages, at the moment, 11 languages are supported just like with the chat integration. If you have selected multiple languages, Gorgias will detect the language of your visitor's browser and try to match your help center with that. If your help center does not support the language in your visitor's browser, Gorgias will revert to the default language you selected. 

  • English (US)
  • French (France)
  • French (Canada)
  • Czech
  • Danish
  • Dutch
  • German
  • Italian
  • Norwegian
  • Spanish (Spain)
  • Swedish


SEO options

This part allows you to add tracking links and other scripts to improve your help center search engine.

  • The help center uses light technologies that should make it quite good at performance tests from search engines!
  • In each article and category you can customize the meta tags, apart from SEO optimization of your general help center page, as shown below:


Customization

Here you can add hyperlinks to your page in the help center header and footer, as well as add links to your social media accounts that will be displayed in the footer.

You can also add custom HTML code to customize your header and footer further.


Self-service

Self-service will let your customers track their orders, request a return or cancellation and report issues they might have with an order. It will then create an email ticket for your team.


Note: Self-service is only available with Shopify stores!



Installation

This is the best part On this page, you can click on View Live Site to preview your help center's finished look. You can also create a custom subdomain by following the instructions here. Last, but not least, you can import all of your existing articles in just a few clicks by clicking Import Articles.


Note: To import articles, they will need to be provided in a CSV file. Download our templates for an example.




Note: It is not possible to delete the excerpt text from the article cards at the moment.


Article Import

If you already have a Help Center set up elsewhere, it's super easy to migrate! On the Installation tab click Import Articles.

Hint: download our CSV templates to automatically match fields!

1. Export all of your articles in CSV format from the platform that you're currently using. When you export please exclude the drafts and private articles for now.

2. Choose Drop your CSV here, or browse on the pop-up that appears once you click on Import Articles.

3. Once the import is done, the next page will allow you to choose the language of the imported articles and then you can match the columns with the ones in your CSV. You can choose to have the system auto-generate the ones that are missing or manually pick the options from the drop-downs on the right to match. Once you're happy with your selections, click 'Confirm Import'.

4. You can now see all of your articles imported and filed under the relevant categories. Of course, if you had some articles that were uncategorized, they will be imported as uncategorized here as well. But you can always move them to any category you wish from the Gorgias interface once the import is done.

Ok, you're all set! Now that you have your articles and categories, you can take care of SEO.


Customer feedback

You can see your customers' feedback on whether the article was helpful or not! It can be found on the right-hand side in the row for each article in the Articles tab of your Help Center settings.

You can see your customers' feedback on whether the article was helpful or not! It can be found on the right-hand side in the row for each article in the Articles tab of your Help Center settings. For each published article, you may receive a score. The score is calculated based on customer feedback on how useful this article is. 

Upvotes are counted as +1, downvotes -1; the final score is the sum of (upvotes + downvotes), divided by the total number of votes you received from your customers for this article.

  • For example:
    • 12 upvotes and 4 downvotes would generate a final score of 50%: (+12-4)/16=50%
    • 2 upvotes and 8 downvotes would generate a final score of -60%: (+2-8)/10=-60%


* These final steps are crucial, otherwise your customers will not be able to find your new Help Center!

Linking your store to Help Center

Once the contact form is set up you can access it by adding "/contact" to your Help Center URL. Find your Help Center URL by going to Settings → Help Center → Your Help Center → Preview (top right button). Use the URL of the page to embed a link to the contact form directly on your website. For example 
https://<your help center subdomain>.gorgias.help

Then insert that link to your website builder, such as in your website's footer section.


Linking Help Center to your store

As a final step, you can add a link to your store, so your customers can easily go back to the main page after visiting your Help Center. 

To do this, in the Gorgias Help Center, go to Help Center → Customization → Navigation links, you can insert your store's link here, and click Save Changes at the bottom of the page. 

Congratulations! Now you have successfully set up your Help Center, and linked the Help Center to your store, so customers could find answers to the common questions.


Limitations

Current limitations with the Help Center integration include

  • The size limit for each image/GIF in the article is 10 MB.
  • The current limit of content per article is 1MB (not counting images). It represents between 200k and 900k characters depending on the text.
  • Once the import is done, the column matching will either be done automatically or some will have to be matched manually. It all depends on the platform that you were previously using where the articles were exported from.
  • When you import a CSV file, the images and other types of media won't be imported, as they will still be hosted at your previous provider. You will need to upload them manually once again into the article editor once the import is done. This is only the case with CSV import though, a direct migration from the supported previous providers won't have this issue.
  • A single Help Center may support up to 1000 articles for now, regardless of how they are organized within categories. Note that this is a soft limit, you can go above but we don't recommend doing so in order to ensure a good user experience for you and your audience.
  • You can have 4 levels of subcategories per category: Root Category ‚Üí Sub-category 1 ‚Üí Sub-category 2 ‚Üí Sub-category 3 ‚Üí¬†Sub-category 4 ‚Üí¬†Article.
  • You can have up to 100 direct sub-categories per category.
  • You can create an unlimited number of Help Centers!


FAQs

How do I reposition a category/subcategory?

In order to move a category, click on Category settings quick-action icon to access the form where you can choose a new Parent for your category.

You can also click on Clear selection if you want your category to be at the root level.


Can I only set up a contact form through Gorgias? 

Absolutely, you can use the contact form as a standalone page, for more details, read here.



If you have any follow-up questions or concerns regarding the help center integration, please feel free to reach out to our Support Team via live chat or email at [email protected] We're here to help!

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