Good support documentation reduces the volume of support tickets by answering common questions before customers need to ask. The best help articles use simple language, follow a clear structure (problem → steps → outcome), and include screenshots or examples where relevant. Starting with 5 articles covering your most common support issues can cut your email volume significantly.
Frequently Asked Questions
What is support documentation?
Support documentation (also called help articles or knowledge base articles) are written guides that help customers use your product or service without contacting support. They cover topics like how to set up an account, how to reset a password, how to process a return, or how to use a specific feature. Good documentation reduces support volume and improves customer satisfaction.
What articles should I write first?
Start with your 5 most common support questions. You can find these by reviewing your last 50-100 support emails or tickets and identifying recurring themes. Common first articles include: how to create/manage an account, billing and payment questions, a getting started guide, how to reset a password, and your returns/refunds policy.
Does this support Markdown formatting?
Yes, basic Markdown is supported. Use # for headings, ## for subheadings, **text** for bold, *text* for italic, and - or 1. for lists. When your article is published, Markdown renders into formatted HTML. This lets you write articles quickly without needing HTML knowledge.
Can customers search my help articles?
Yes. Your public help centre at toolscourt.com/docs/your-id includes a search bar that searches across all your published articles. On paid plans, the search is more powerful with category filters and suggested articles. On the free plan, basic keyword search is included.
What is the difference between FAQ and Support Docs?
FAQs are short question-and-answer pairs — great for quick references and reducing basic enquiries. Support Docs (help articles) are longer, structured guides that walk customers through a process step by step. Both work together: a FAQ might say "how do I return an item?" with a one-sentence answer and a link to your full returns guide (a support doc). We recommend using both tools together.