Help Centre features

Every door is closed with it, not just the front one: your theme's search, the REST API, the sitemap and link previews stop listing articles. The support desk stays open.

Ours matches on the words that matter and ranks a title above a passing mention in paragraph nine.

It is the fastest way to find the page that is quietly failing everyone who reads it.

Their words appear on the article's edit screen, the newest beside it in the dashboard's list of unhelpful articles, with no name, address or account kept. A note carrying an email address, a web address starting with http or www, or seven digits or more in a row, as a phone or order number has, is not kept at all.

Only the words are kept, never who typed them.

Write each answer once and it becomes a button above the reply box: one click and it is in the editor, at your cursor, with the customer's name, the reference, the subject and your own name already filled in. A placeholder with nothing to fill it is removed rather than left for you to spot, so a reply never goes out still saying {customer}.

Work a queue that defaults to what still needs a reply, rather than scrolling a mailbox.

Choose who answers each topic and new requests are assigned to them as they arrive. With the desk's emails on, the new-request email reaches them too, and a colleague you hand a request to gets an email saying so; take one yourself and nobody is bothered.

The dashboard shows the share rated good over the last 30 days and lists the latest Not good ones, and each request shows its rating. Only the customer can rate, and the rating locks once you close the request. On for new installs; an existing desk switches it on under Settings.

The customer gets an email saying so, with a link that reopens it and the How did we do? question, and can be reminded a few days before. Urgent requests are left alone, an old backlog is resolved without emailing anybody, and the dashboard counts what resolved itself. Off until you choose a number.

Signed-in customers see what they sent in one list.

Many people find what they needed and never send it.

Links of your own can open the form on the right topic with the subject typed, from a returns page, a menu or an order email. Nothing about the customer is put in the link.

Customers can attach up to three files to a message and so can you — pictures show in the conversation, and anything refused is named rather than dropped in silence. Files are kept out of your media library, under a random name with no extension, and are only served to you and to the customer whose request it is.

Never emailed, never shown to the customer.

High and urgent requests carry a label in the queue and have a tab of their own, and urgent ones say so in the subject of your team's emails.

Resolve them without emailing the customers when they are junk. Apply says how many emails will go, or how many requests will be deleted, before it does anything, and emails only the customers it counted.

Each is a shape, not a palette: your theme's type and the same colours every time, so trying another look never repaints the page. Chosen with one click, no CSS.

No jQuery, no fonts fetched from anywhere, and a dark palette for a dark theme.