> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hiveku.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Help Articles

> Write answers once for your customers, your team and your website assistant

Help articles are your knowledge base. Customers can read the public ones, your team can use the internal ones, and your [website assistant](/helpdesk/website-assistant) answers visitors from the published ones first.

Open **Helpdesk → Agent → Knowledge base**.

<Frame caption="The Knowledge base, before the first article">
  <img src="https://mintcdn.com/locusdigital/GB-Uujd8W9WZjQqU/images/helpdesk/knowledge-base.webp?fit=max&auto=format&n=GB-Uujd8W9WZjQqU&q=85&s=1db0d9d889d8c945066e69d76e1f1e25" alt="Knowledge base page with filters for all, public, internal and draft articles and a New article button" width="1440" height="900" data-path="images/helpdesk/knowledge-base.webp" />
</Frame>

## Write an article

1. Click **New article**.
2. Give it a **Title**, for example "How to reset your password".
3. Add an **Excerpt**: a one-line, customer-friendly summary shown in search results.
4. Write the **Body** in Markdown. Use headings and steps; short articles that answer one question work best.
5. Add **Tags** (comma-separated) to group related articles.
6. Choose its **Visibility**, then click **Publish**. **Save draft** keeps it unpublished, so customers and the assistant don't see it yet.

| Visibility | Who sees it |
| - | - |
| **Draft (only you)** | Your team can see it in the Knowledge base. Customers and the website assistant never do. Use it while you write. |
| **Internal (team only)** | Your team, and your helpdesk agent when it triages and drafts replies. Never customers. |
| **Public (customer help center)** | Customers on your help pages and in the chat, and your website assistant. |

The counts at the top ("0 public · 0 internal · 0 draft") and the filters help you find what is published and what is still a draft.

## Where customers see articles

* **In the website chat**: once you have published at least one public article, the chat's home screen offers **Search for help**, so visitors can find an answer without waiting.
* **On their help page**: customers can open articles from the help page linked in your emails. See [What customers see](/helpdesk/customer-experience).
* **In the assistant's answers**: the website assistant answers from your public articles and can link to them.

## Draft articles from your website

On **Helpdesk → Website assistant**, turn on **Your website pages** and let the assistant read your site, then click **Draft help articles from my website**. Hiveku drafts articles from the pages it read and saves them in the Knowledge base for you to check. Nothing is shown to visitors until you publish it.

## What makes a good article

* One question per article, with the answer in the first sentence.
* Use the words your customers use ("my order hasn't arrived", not "fulfillment delay").
* Keep facts current: the assistant repeats what you publish, word for word if it has to.
* Look at the assistant's **Unanswered questions** each week. Each one is an article or a saved answer waiting to be written.

## Documents

Price sheets, brochures, menus and policies live in **Marketing → Knowledge Base**, as documents. To let the website assistant quote them, turn on **Documents you choose** on the Website assistant page and tick the knowledge bases it may use (up to 10).


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.