Setting up a help center for your customers
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The Help Center is a publicly accessible article site that you publish to help your customers find answers to their questions on their own. Your customers can also submit support requests to you from the same location. This article explains the structure, editing interface, and settings of the Help Center.
- Help Center StructureOrganize Categories, Sections, and Articles
- ArticlesList all articles
- Help Center SettingsView, Publication Status, and Request Form
The Help Center mentioned here is the one you’ve set up for your customers. The articles you’re currently reading are the help resources provided by Blesyum and can be accessed via the Help icon at the bottom of the left sidebar. The Help Center icon at the top of the left sidebar allows you to manage your own Help Center.
Publication address
Your Help Center is published at the path /hc in your CRM. For example, if you log in to the CRM at firmaniz.crm.blesyum.app, your customers will open the page at https://firmaniz.crm.blesyum.app/hc. The root page of the address is the CRM login screen; the link you’ll share with your customers ends with /hc.
- Articles can be read without logging in; each article has its own URL.
- Your customers use the New Request form to submit requests.
- A customer who wants to track their requests enters their email address on the Support Portal login screen and receives a one-time login link valid for 30 minutes; no password is required. After logging in, they will see the "My Requests" page.
Structure: category, section, article
| Step | What is it for? |
|---|---|
| Category | Top-level section. The name, description, and icon appear on the home page |
| Section | Groups of articles within a category |
| Article | The response the visitor is reading. It can be listed in one or more sections |
Empty categories and empty sections do not appear in the Help Center; to make them visible, you must add at least one section or article to them. Articles that are not linked to any section can only be accessed via search.
Edit screen
Click the Help Center icon on the left sidebar, then click the Help Center row in the panel. The Help Center layout page displays categories, sections, and articles in the order visitors see them.
- Create a category — Enter a name, description, and icon for the new category. You can choose from pre-made icons or upload your own image.
- Add a section — Click on the category row, then create the section using "New Section."
- Write an article — Click on the section’s row and select “New Article”; the article will open and be placed in that section.
- Sort — Drag the rows to change the order in which visitors see them.
Each row’s menu includes Edit, Pin to Top, View in Help Center, and Delete. View All Articles takes you to the list of all articles. The word “Draft” appears next to draft articles, and a “Hidden” label appears next to categories hidden from the structure.
Deleting a category or section does not delete the articles within it; the articles are simply removed from that location. The sections of a deleted category remain as categories in their own right.
Visibility
The "Visible to" field is available in categories, sections, and articles:
- Everyone (default): Visible to everyone, including visitors who are not logged in.
- If you select a role, the content will be visible only to logged-in users with that role; anonymous visitors will not be able to see it.
The "Hide from Structure" key in the category form hides the category name in the Help Center and displays only its content. Draft articles are not visible to any visitors. You can also add tags to categories; this field is visible only if at least one tag is defined in the CRM.
Help Center Settings
The Settings › Help Center screen consists of the settings cards on the left and the live preview on the right. The preview opens by default from the customer’s perspective; you can switch to the Team Member view using the selector on the toolbar. You save changes using the Save Changes button at the top.
| Card | What to configure |
|---|---|
| Publication status | Help Center public key |
| Header | Simple or Colorful style, background image, title, subtitle, search box text |
| Home Page | Category grid, Article grid, or Multiple Products; number of categories and articles to display; Hide empty categories |
| Article page | Hide the request link below the article |
| New Request Page | Form title, submit button text, and fields |
| Request form sidebar | Headings and tips next to the form |
| Footer | Show footer and menu link |
| Live Chat | Show Live Chat: The chat bubble also appears in the Help Center |
| Data | Export or Import articles, categories, images, and tags as a .zip file |
When you close the Help Center, customers who visit /hc will see a brief "Help Center is closed" message. You and your team will continue to see the content with a warning banner, so you can still edit it even when it’s closed.
"Import" deletes all existing articles and categories and replaces them with the ones in the file. Be sure to create a backup using "Export" before importing.
The Settings section is accessible to the workspace owner. The editing screen and articles, however, are accessible only to those with the "Manage Help Center articles and categories" permission.
Frequently Asked Questions
My category isn't showing up in the Help Center.
A category must contain at least one section, and each section must contain at least one article; draft articles are not visible to visitors. Also make sure that the "Visible to" field for the category is set to "Everyone" and that the help center is open.