Article Writing Best Practices



Great help articles reduce ticket volume and improve customer satisfaction.

Structure Every Article



  • 1.Start with the goal — what will the reader accomplish?
  • 2.Step-by-step instructions — numbered, clear, specific
  • 3.Screenshots or examples — visual clarity
  • 4.Edge cases — common variations or gotchas
  • 5.Related links — point to next steps


    • Writing Style



  • •Write at a 8th-grade reading level
  • •Use active voice ("Click the button" not "The button should be clicked")
  • •Keep sentences under 20 words
  • •One idea per paragraph
  • •Use bold for UI elements (Settings, Save)


    • What to Avoid



  • •Jargon without explanation
  • •Walls of text without headings
  • •Outdated screenshots
  • •Assuming prior knowledge
  • •Vague instructions ("configure as needed")


    • Measure Article Quality



    Track these in your dashboard:

  • •Helpful votes — are readers finding it useful?
  • •Search appearances — is it matching customer queries?
  • •AI usage — is the AI citing this article in responses?


    • Low helpful rates mean the article needs revision.