Be helpful 24/7 with Docs

Empower your customers to find answers when they need them with Docs: A knowledge base that works seamlessly with your help desk.

    • 8 Articles
  • Here's what we found for Getting Started
  • Getting Started: Reporting
  • Getting Started: Pricing

Why do you need a knowledge base?

Speedy rocket ship!

Provide support at rocket speed

With all your best practices and FAQs in a single place, you can answer complex questions with a single link.

Documents and pages

Help customers help themselves

A knowledge base provides your customers with instant answers and reduces your email inquiries.

Magnifying glass. Good for searching

Optimize for search

Every Docs website has an auto-generated sitemap and configurable SEO options for each article.

Easily link to articles when you reply to customers

The Docs search bar helps you quickly locate, review, and link to articles when replying to a customer. Knowledge base content is at your team's fingertips and you never have to leave the page.

Link to articles to from the Docs search bar

Built for collaboration

Update articles without stepping on each other’s toes. When a team member edits a Docs article, collision detection alerts you in real-time.

Help Scout - Docs collaboration
Help Scout - Docs collaboration zoom

Extend your brand presence

Make each Docs site your own with several color and layout options. Want more customization? Go further with custom CSS to perfectly match your branding.

Docs theme - Apple
Docs theme - MashShare
Docs theme - GravityView
Docs theme - J and G
Docs theme - Bold Type Tickets

Use data to improve the health of your knowledge base

Docs Reporting helps you understand what your customers are searching for, what they're finding (and not finding), as well as what percentage of customers are still writing in for help after browsing.

Help Scout - Docs reporting
Help Scout - Docs reporting zoom

Help where your customers need it

Provide help anywhere your customers need it with Beacon: a fully customizable embed form your customers can use to search your knowledge base from any page on your website.

Filtering report data
  1. Using Views to filter reporting data
  2. Understanding reports in Help Scout
  3. Reporting definitions and scenarios
  4. Reports: Productivity
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More to love about Docs

Keep it under wraps

Private collections can hold inside information for your team, like training documentation. Internal collections require a Help Scout login to access for max security.

Manage multiple products or brands

Need a separate knowledge base for each product or brand in your company? You can add unlimited Docs sites and manage them from one login.

Help in any language

Translate your knowledge base sites from English into the language of your choice, or edit any default copy to better suit your brand’s voice. 

Hacker friendly

The Docs API includes the endpoints you need to custom tailor your Knowledge Base experience to suit a more specialized set of requirements.

Works on any device

Docs sites look great on any device: desktop, tablet or mobile. Your customers can find what they need no matter where they are.

Upload HTML, Markdown or Text

Create or upload new articles in the format of your choice.

Start your free 15-day trial

Better experience for your customers, fewer headaches for your team. You'll be set up in minutes.

See Help Scout in action