Peak Helpdesk · Guide
Building a help center.
From the questions people actually ask.
A help center answers the questions that keep coming back. This guide shows how to find, write and maintain the right articles before you pick a tool.
Which questions should your help center answer?
2 questions in the plan. First question: Which three questions has your team answered most often in recent weeks?
Three building blocks of a help center
Real questions. Clear answers.
Which three questions has your team answered most often in recent weeks?
Know the questions first, then write the articles.
Many help centers start with a long list of articles nobody needs. The better way runs in reverse: look at which reasons appear most often in your tickets and write a clear answer for those first. Today Peak Helpdesk shows you the most common reasons of your tickets. A dedicated help center with published articles is planned in Peak Helpdesk and not yet available.
From reading to doing
Your questions. For your help center.
Clarify before writing.
2 questions selected
- Which three questions has your team answered most often in recent weeks?
Look at the reasons on your tickets, not at your gut feeling. Common reasons make the best first articles.
- What words do customers use when they ask these questions?
Use their wording in the title. People search with their own words, not with your product terms.
How to recognise
a good article.
A good help center article answers exactly one question, in the words customers use to ask it, and says what to do if the answer is not enough.
Which three questions has your team answered most often in recent weeks?
Look at the reasons on your tickets, not at your gut feeling. Common reasons make the best first articles.
One questionThe title is the question itself, not the name of a feature.
One pathSteps in the order people actually carry them out.
One way outAt the end it says how to reach the team if it does not work.
The playbook
How a help center grows out of your tickets.
Collect questions,
maintain answers.
Collect reasons → Write articles → Review regularly
- 01
Collect reasons.
Give every ticket in Peak Helpdesk a reason. Under “Performance” you see the most common reasons of the last 7, 30 or 90 days. That is your list for the first articles.
ExampleMany tickets with the reason “delivery status”
First article: “Where is my order?” - 02
Write from good replies.
The best articles often already sit in solved tickets. Take a reply that worked well, remove everything personal and write it up as general instructions. Peak Docs, for example, work well for storing them today.
From reply to article
An article with question, steps and a way out.A good reply from a solved ticket - 03
Check whether it helps.
If a reason still comes up often despite an article, the answer is unclear or hard to find. Sometimes the problem lies in the product itself. Then no article helps, only a change.
Review regularlyDoes the reason still come up often despite the article?
Improve the article or change the process.
Your quality check
Are you ready for the first article?
Tick what you have checked. Your selection stays in this view only.
0 of 4 points checked
What this article is based on.
Editorial guide without studies or customer figures. Today Peak Helpdesk shows ticket reasons, volume and times. A dedicated help center, a knowledge base and a self-service portal are planned in Peak Helpdesk and not yet available.
- Editorial demo
Editorial guide with made-up sample data. Only features Peak Helpdesk has today are described; everything else is marked as planned or example. No studies, no customer metrics.
Find your first articles in your tickets.
Start Peak Helpdesk, give tickets a reason and see after a few weeks which questions come up most often.
Frequently asked questions
Does Peak Helpdesk have a help center?
Not yet. A help center is planned. Today the inbox shows you which questions keep coming back.
Where do I start?
With the questions your team answers the same way every week. Write those answers down properly once.
Does a help center replace support?
No. It takes simple questions off the queue. Whoever still writes needs a person who answers.