Collections and articles power both your help center and your AI replies. The clearer your content, the more accurate your drafts — and the fewer repeat questions you’ll get.

Collections organize content by topic, for example:

• Getting Started

• Billing

• Troubleshooting

Articles are the individual answers your customers (and AI) can reference.

Best practice Keep articles short and specific: one question → one article.

Draft vs Published

• Draft articles are private and won’t be visible to customers.

• Published articles go live in your Help Center and can be used to improve AI replies.

Continuous Learning

initdesk AI regularly analyzes resolved tickets, support portal feedback, and chat conversations to surface high-impact knowledge gaps here — so you always know what to document next.

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