Help Center: Create a help centerUpdated 5 days ago

A help center gives your customers the option to find answers on their own and reduces the number of repetitive tickets submitted to your support team. Fill your help center with articles that describe your products, your shipping and delivery options, and return policies so your customers can search your help center for an immediate answer and your support agents can dedicate more time to complex support issues.

You can also connect your help center to AI Agent’s knowledge base to train AI Agent to respond to questions with the content from your articles.

Requirements

Available on all Helpdesk plans
The account owner, admins and leads can create and manage help centers.
Everyone can view published help center articles

Create a help center

You can create a help center in four simple steps. Once you’ve finished setting up a help center for the first time, you can come back and customize the appearance and settings, and create, publish and manage articles on an ongoing basis. To get started, navigate to the Help center settings by following the steps below.

From your helpdesk, click the Settings icon in the bottom-left corner.
In the menu, locate Channels, then select Help center.
Click the Manage tab, then click Create help center.
Once you’ve completed Step 1: Set up the basics, click Next to proceed through the setup. If you’d like to exit the setup and come back later, click Save & Customize later.

Note: It isn’t possible to create a help center during a free trial. If your Gorgias account is still in the 7-day trial window, wait until the trial ends to create your help center.

Step 1: Set up the basics

The first step in creating a help center is to enter the basic details about the help center.

Enter a brand name and subdomain.
Select a default language. If you plan to offer your help center in multiple languages, you can add more languages now, or decide later.
Select a platform type.
If you selected Ecommerce platforms, select a connected store to use AI Agent features and to automatically embed your help center on your store website.
Click Create and customize, then move on to Step 2: Add your branding.

Brand name
The brand name you set will be shown on the results page when a customer searches for your help center with any search engine.

Subdomain
The subdomain is the URL for your help center. You can set one yourself, or leave it blank to have one randomly assigned.

Default language
The default language is the language that will be shown to customers on your help center when their browser language can’t be detected, or if it doesn’t match one of the available languages. Once you’ve set the default language, you can also set the other languages your Help Center will be offered in, or you can skip this for now and set them up later.

Platform type
If you’ve already connected a store to Gorgias, select Ecommerce platform and select a connected store to easily embed your new help center on the store website and to use AI Agent features. If you plan to host your help center elsewhere, select Any other website.

Step 2: Add your branding

During Step 2, choose the look and feel of your help center to match it to your brand guidelines. You can always customize the help center later if you need to make changes.

Under Branding, drag and drop your brand logo to upload it, or click Upload image to search for and select a file. Image file should be less than 500KB, and we recommend the dimensions of 1640px x 624px.
Under Accent color, enter a hex code, or click the color swatch to select a color.
Select a font from the dropdown menu under Main font.
Select either 1 page layout or Card layout as the page layout for the help center.
Click Next, then move on to Step 3: Add articles.

Step 3: Add articles

The content for your help center is divided into articles. When setting up a help center for the first time, Gorgias will suggest some article templates to guide you through writing your first articles. Select which templates you’d like to add, then, once you finish setting up the help center, edit the help center article templates to include relevant details from your brand.

Check the box next to the article template you’d like to add to your help center. You can hover over each article template to see a preview.
To add the templates and come back to make edits later, click Next. To edit the article templates immediately, click the pencil icon, make your changes, then click Save changes.
To move on to Step 4: AI Agent, click Next.

Step 4: Turn on AI Agent features

If you have an AI Agent subscription and have connected a BigCommerce or Magento 2 store to Gorgias, you can set up flows to power your help center with AI automation.

If you’ve connected a Shopify store to Gorgias, you’ll have the option to set up flows, article recommendations and order management.

Click the toggle next to the feature you’d like to enable.
Click Finish.

Publish your help center

Your newly created help center won’t be visible to shoppers on your store until you publish it. To publish your help center, you’ll first need to set your help center live, then you can embed it on your store or website.

Make the help center live

When you set the help center live, you’ll be able to view your help center at the URL you added during creation.

From your helpdesk, click the Settings icon in the bottom-left corner.
In the menu, locate Channels, then select Help Center.
From the Manage tab, select your help center from the list.
Select the Publish and track tab.
Set the toggle next to Set Help Center live to ON.
Click Save changes.
Click View Help Center in the top-right corner to visit your help center.

Embed your help center on your store or website

If you’d like your shoppers to be able to find your help center from your store or website, you can embed.

From your helpdesk, click the Settings icon in the bottom-left corner.
In the menu, locate Channels, then select Help Center.
From the Manage tab, select your help center from the list.
Select the Publish and track tab.
Select either Automatically embed on your website or Manually embed with code, then follow the prompts.
Click Save changes.
Visit the store or website where you embedded the help center to view it.

Change your help center subdomain

If you don’t want to embed your help center on your store or website, you can direct your customers to the help center via the Gorgias subdomain.

From your helpdesk, click the Settings icon in the bottom-left corner.
In the menu, locate Channels, then select Help Center.
From the Manage tab, select your help center from the list.
Select the Publish and track tab.
Select Share your Help Center using a subdomain or custom domain.
Copy and share the subdomain to access your help center. To change the subdomain, edit the text before .gorgias.com.
Click Save changes.

Manage your help center

Now that you have created a help center, review the articles below to learn how your help center can be managed and customized:

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