Write & organize content

Frequently asked questions

• How to add an internal note to an article?

  Even with public articles in public support centers, sometimes there could be things you wish to keep away from the public eye. For example, a note to the customer support team how to proceed if a particulate issue occurs (SOPS) or perhaps a task for another team member to complete and/or extend a certain article with more information, more media or anything else.

  For those cases, you can take use of the internal comments support in the editor. Here's what those look like:

  

  Let's see how to add an internal note to your articles:

  1. Place your cursor on a new line in the article editor and expand the side toolbar:

  

  2. Click on the comment bubble (last) icon in the side toolbar. Doing so will transform the current block into a note with a sticky note-like yellow color.

  

  3. Enter the text that you would like only for your team members to be able to see.

  4. Save and preview the article. The note that you have just added should not be visible in the public help center. However, anybody on your team with editor access and up could read it in the article editor.

  The internal notes are also visible in the Front plugin so your customer support team can take advantage of those by including SOPs and other internal information alongside the content meant to help your users. However, if the same article is shared with a customer by link, the customer would not be able to see any of your internal comments.

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• How to preview an article in progress?

  While you are writing a new article, you may often want to check what it would look like in your help center.

  You can easily do so by clicking on the "Preview" (eye) icon which will appear at the top left corner of the page in the top bar as soon as you save a first draft version of the article you are writing.

  

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• When does the table of contents gets displayed?

  Each article can get automatically generated table of contents. If you would like to get one for all your articles, you can easily enable it by following the steps below.

  1. Navigate to Customize -> Article from the Settings menu in your help center dashboard.

  2. Adjust the value of the Show table of contents control as you wish between the 3 available options.
     
     You can enable for all articles, only for the ones that have 3 or more top-level headings or completely disable by by choosing the option Never.

  

  A top-level heading is considered only the h2 element. Here's how to create one:

  

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