Help articles

Under Help / Documentation, help articles targeted to different users are shown. 

Editing and sharing Help articles

As an admin, you can create and edit articles. Keep these things in mind.

No article is shown under Help / Documentation unless "Ready for publication" is set to yes Editing rights is not the same as visibility

You may have full access to all articles under Tools & Data for editing, but you may only see some of them under Help / Documentation (see "Visibility criteria"). Share the right URL

If you want to share an article using an URL, don't send the link you use to edit them. They will probably not have access to this page.

Instead, use the URL for viewing the article.   The "Copy Help URL" button shown in the article overview will also send this link to your clipboard.  You can also use the dropdown to link to a Help article when replying to a Support case.   

Visibility criteria

Lots of criteria can be used to determine who sees a certain article.article – not unlike the criteria used to assign work. To facilitate this and create a clear structure, you can start by creating a main (parent) article with certain requirements. And child article attached to this will only be shown to user who match the requirements for the parent article. 

Tip: start with a main requirement for the parent article, such as a keyword or tag. You can then add child articles targeted to different users using additional requirements. Like so:

• Parent article: "Freelancer info about project A"
  • Requirement: tag "Approved for project A"
• Child articles
  • "Project A, Swedish"
    • Requirement: Target language = Swedish
  • "Project A, Norwegian"
    • Requirement: Target language = Norwegian

Only users with both tag "Approved for project A" and target language Norwegian will see the second child article.