Write articles that reduce requests

A good help article answers a customer's question before they need to contact you. These practices help your Knowledge Base resolve more questions on its own.

Start with your real questions

Don't guess what to write. Look at your Requests queue:

1. Filter requests from the last 30 to 90 days.

2. Group them by the question being asked.

3. Write articles for the five most common questions first.

4. Repeat every month.

Title articles the way customers ask

Customers search using their own words. Use titles that describe the task or problem: