Help article from tickets

Use this when a question keeps coming back and the help centre does not answer it well.

Pick the question

Choose one question. Count the tickets that asked it, the period, and the plans affected. Pull the phrases customers used, since those are the words they will search for. Check whether an existing article already covers it and should be fixed rather than replaced. Remove names, contact details, account identifiers, and private business details before using customer wording. Generalise any phrase that could point back to one customer.

Write the article

• a title in the customer's words, phrased as the task or question;
• one line on who this is for and which plans it applies to;
• numbered steps, one action each, with the exact button or menu name;
• what the customer should see when it worked;
• common problems and what to do about each;
• where to go if the steps do not help.

Use only steps that the product notes confirm or a teammate has tested. Mark any step that needs a screenshot or a check in the product.

Source list

In an internal approval note, list the ticket ids the article came from, the notes or teammates that confirmed each step, and the open questions. Keep that note out of the publishable article.

Do not publish the article or edit the help centre yourself. Never document a workaround or limit that nobody has tested or confirmed.