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Concepts / Nº 02

Help center

The help center ships two content types: articles (long-form markdown for guides, tutorials, troubleshooting) and FAQs (short Q/A pairs for the most common questions). Both are authored in the dashboard, published per site, and rendered by your support page so users find answers before opening a ticket.

Articles

An article has a title, a server-derived slug, an optional excerpt, a markdown body, and a publish status. Write them under Articles in the dashboard; the editor supports markdown with image uploads.

{
  "id": "0d2f7a9e-...",
  "site_id": null,
  "slug": "reset-your-api-key",
  "title": "How to reset your API key",
  "excerpt": "Rotate the key from the dashboard in two clicks.",
  "body_markdown": "## Reset your key\n\nFrom Websites, open your site...",
  "status": "published",
  "view_count": 1284
}

site_id null means the article is visible on every site of the org; set it to scope the article to one site.

FAQs

FAQs are designed for inline rendering on the support page: a question, a short markdown answer, and a position that controls display order. Add them from the FAQ page's quick composer.

{
  "id": "7c1b42d0-...",
  "question": "Is my data encrypted at rest?",
  "answer_markdown": "Yes. All ticket data is encrypted...",
  "status": "published",
  "position": 0
}

Publish status

Articles and FAQs use the same lifecycle:

ValueBehavior
draftOnly visible to agents in the dashboard. Drafts may be empty.
publishedVisible to your support page. Publishing requires a body.
archivedHidden from the support page, kept for history.

The public endpoints (/support/v1/help/...) only ever return published records: no leaking unpublished drafts even if a slug is guessed.

View counts

Article reads through the public API bump view_count. Your support page uses it to rank "Popular Articles" first; the dashboard shows it so you can spot what your users actually look for.

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