Help Center: Create a help center
Main Topic/Features: Help Center, AI Agent, articles, branding, publishing, embedding. Questions/Problems: How to create a Gorgias Help Center? How to set up basic details, branding, and add articles? How to integrate with AI Agent? How to publish and embed the Help Center? Key Concepts/Keywords: Help Center setup, create Help Center, add articles, branding customization, publish Help Center, embed Help Center, AI Agent integration, self-service support, customer answers, Gorgias Helpdesk plans, admin/lead permissions, brand name, subdomain, default language, platform type, ecommerce platforms, connected store, logo, accent color, font, page layout, article templates, flows, article recommendations, order management, set live, embed code, customize appearance.
Create a Help Center, Article, or Category
Main Topic: Gorgias Help Center Setup Feature Names: Help Center, Articles, Categories, Subcategories, AI-generated articles, Templates, Import articles (CSV, Zendesk, HelpDocs, Re:amaze, Intercom), Article Visibility (Unlisted, Public), AI Library. Questions/Problems: How to create a Help Center, add content (articles, categories, subcategories), configure article visibility, import existing help content, and use AI or templates. Key Concepts: Help Center creation, content management, knowledge base setup, self-service portal, customer support resources. Keywords: Help Center, articles, categories, subcategories, setup, create, import, AI, templates, visibility, knowledge base, support.
Help Center templates
Main Topic/Features: Gorgias Help Center templates, including Article Templates and Layout Templates. Covers pre-built FAQs for common customer inquiries (order cancellation, refunds/exchanges, returns, order tracking, lost/damaged packages, shipping policy) and industry-specific layout templates (e.g., clothing, food, beauty, subscription). Questions/Problems Addressed: How to quickly assemble and organize a Gorgias Help Center. How to use and customize pre-written article templates for frequent questions. How to import industry-specific Help Center structures using CSV layout templates. Key Concepts/Keywords: Gorgias, Help Center, templates, articles, layout, FAQ, customize, import, publish, order management, returns, refunds, shipping, Shopify, CSV.
Use Google Analytics with your Help Center
Main topic/feature: Google Analytics (GA) integration for Gorgias Help Center. Features: Universal Analytics (UA), Google Analytics 4 (GA4) setup. Questions/problems: How to connect GA to Help Center; where to find UA/GA4 tracking IDs; what data is tracked (page views, outbound/social/email/phone links) vs. not tracked (searches, contact forms, feedback); what insights are available (top articles/categories); Gorgias's use of data; how to stop tracking; troubleshooting event visibility. Key concepts/keywords: Google Analytics, GA, Universal Analytics, GA4, Help Center, tracking ID, page views, data streams, analytics setup, data analysis, troubleshooting.
Help Center font library
Main Topic/Features: Help Center font management, font customization, primary font, Clear Formatting button, Google Fonts, custom fonts. Answers: How to change/manage fonts for Help Center design and article text. How the primary font affects article text. How to reset article text to the primary font using 'Clear Formatting'. What fonts are available (over 1300, multilingual). How to add custom fonts. Keywords: Fonts, typography, Help Center design, article formatting, text editor, font-family, multilingual support, Google Fonts, customization.
Help Center tracking
Main topic and feature names: Help Center search tracking. Google Analytics (Universal Analytics, GA4), Google Tag Manager, Gorgias Help Center "Extra HTML" feature. Questions or problems this article answers: How to track user search activity in your Gorgias Help Center. Where to find Google Analytics (UA/GA4) or Google Tag Manager tracking codes. How to implement these tracking scripts into your Help Center via the "Extra HTML" section. Key concepts and keywords: Help Center search analytics, user behavior tracking, Google Analytics (GA, GA4), Google Tag Manager (GTM), tracking code, script, pixel, Extra HTML, GDPR compliance.
Set up an internal knowledge base
Main Topic & Features: Prevent search engine indexing of Gorgias Help Center using the Extra HTML feature. Questions Answered: How to make Help Center content private (internal FAQs, policies) or restrict it to specific customer types by blocking search engine visibility. Key Concepts & Keywords: Help Center privacy, noindex, robots meta tag, SEO, internal documentation, block indexing, Extra HTML, customization, search visibility.
Create a Help Center Contact Form
Main topic & features: Gorgias Help Center Contact Form. Features: Email ticket generation, customizable subject lines, Contact form card, standalone Contact Form. Questions/problems: How to set up a Contact Form on your Help Center; add it to your store (Shopify, BigCommerce, Magento); manage submissions as Email tickets; customize subject lines; understand required customer info (name, email, subject, message); know form limitations (char limits, file types); handle Outlook SPAM for submissions. Key concepts: Help Center, Contact Form, Email tickets, subject line, /contact URL, settings, channels, limitations, supported file formats, Outlook SPAM.
Import Help Center from Zendesk, HelpDocs, Re:amaze, and Intercom
Main topic: Help Center article import, Help Center migration Features: Import from another provider, Article states (Draft, Public, Unlisted) Questions: How to import Help Center articles? How to migrate from Zendesk, HelpDocs, Re:amaze, Intercom to Gorgias? What happens to article visibility during import? Keywords: Import, migrate, Help Center, articles, categories, Zendesk, HelpDocs, Re:amaze, Intercom, Draft, Public, Unlisted, visibility, transfer, settings, channels, API credentials, subdomain
Import and export Help Center articles
Main Topic: Help Center Article Import/Export Feature Names: CSV Import, Direct Migration (Zendesk, HelpDocs, Re:amaze, Intercom) Questions/Problems: How to bulk import articles into Gorgias Help Center? How to migrate articles from other platforms (Zendesk, HelpDocs, Re:amaze, Intercom)? Why are there errors during CSV import (mapping, blank cells, mandatory fields, special characters)? How to export Help Center articles from Gorgias? Key Concepts/Keywords: Import content, Migrate content, CSV template, Column mapping, Help Center management, Article bulk upload, Zendesk migration, HelpDocs migration, Re:amaze migration, Intercom migration, Export articles.
Contact methods in the Help Center
Main topic and feature names: Gorgias Help Center contact options, Chat widget, Chat contact card, Email/Contact Form card, Phone contact card. Questions or problems this article answers: How to enable and configure various customer support contact methods (chat, email, phone) on your Help Center page. How to add subject lines for email contact forms. Key concepts and keywords: Help Center, contact cards, chat widget, email, phone, contact form, enable, configure, settings, channels, integrations, subject lines.
Help Center Order Management
Main Topic & Features: Gorgias Order Management portal (part of Automate) for customer self-service: Order Status, Tracking Number, Shipping Information, Returns, Cancellations, and Report Issue. Answers: How to activate and configure Order Management in your Help Center. What customers can do (securely view/manage orders via one-time password). Prerequisites for activation (Gorgias Chat, Shopify backend, Automate subscription). Key Concepts & Keywords: Order Management, customer self-service, order status, tracking, returns, cancellations, report issue, Automate, Help Center, Shopify, Gorgias Chat, one-time password.
Embed Help Center
Main topic and feature names: Gorgias Help Center embedding, No-code embedding, Manual HTML embedding, Multi-store Help Centers. Questions or problems this article answers: How to embed a Help Center into your website (Shopify, headless); choosing between no-code or manual methods; managing embedded pages; duplicating Help Centers for multiple stores; switching linked stores. Key concepts and keywords: Help Center, embed, website integration, Shopify, headless stores, HTML code, no-code, publish, track, duplicate, multi-store.
Learnings from Help Center reporting
Main topic: Help Center optimization, Help Center analytics Feature names: AI Agent, Article Recommendations, Help Center statistics, Performance by article table, Support Performance Overview, Search results, No search results, Search terms with results, Click-through rate Questions/problems answered: How to improve Help Center article effectiveness, how to track Help Center traffic, how to identify content gaps, how to optimize search visibility, how to anticipate user needs, how to prepare for seasonal trends. Key concepts/keywords: Help Center optimization, article views, search queries, article performance, content gaps, user engagement, data analysis, content strategy, SEO, Gorgias Help Center.
AI-Generated Help Center Articles
Main Topic/Features: AI-generated Help Center articles, AI Library, Ticket Deflection. Answers: How to quickly create a Help Center using AI article suggestions based on ticket data; how to review, edit, and publish these suggestions; system requirements (English default language, multi-store email connection); and known limitations (AI generates English only, articles are initially uncategorized). Keywords: AI, Help Center, article suggestions, Gorgias, ticket deflection, AI Library, customer support, self-service, publish, edit, requirements, limitations, multi-store, multi-language.
AI Library
Main Topic/Features: AI Library, Help Center article generation, automatic article suggestions. Answers: How to use AI Library to overcome writer's block and save time creating Help Center articles; how to review, publish, edit, or archive AI-suggested drafts; requirements for AI article generation (English default language, connected store email); notification process for new drafts; limitations of the feature. Key Concepts/Keywords: AI Library, Gorgias Help Center, article suggestions, AI-drafted articles, automatic generation, publish, archive, edit, English language, multi-store, uncategorized articles, notifications.
Link to your Help Center in your Shopify site menus and emails
Main Topic: Promoting your Help Center for increased discoverability on Shopify. Features: Shopify header, footer, website navigation menus, order confirmation emails. Answers: How to add Help Center links to your Shopify store's header and footer. How to include Help Center links in Shopify order confirmation emails. How to make your Help Center more discoverable for customers. Keywords: Help Center, Shopify, discoverability, website navigation, header, footer, order confirmation emails, email templates, HTML, FAQs, self-service.
Customize Help Center appearance
Main topic/features: Gorgias Help Center appearance customization: Branding, Theme, Layout, Banner, Category settings. Features include Brand name, Logo, Favicon, light/dark theme, default font, icon/hover color, 1-page/card layout, Search bar, Banner title/background, and category images. Answers: How to personalize your Help Center's look; update branding (logo/favicon dimensions); set themes and fonts (custom fonts, clear formatting); choose article display layouts (1-page vs. card, multi-level category limitations); configure the banner; and add images to categories with size/aspect ratio recommendations. Keywords: Help Center customization, appearance, branding, logo, favicon, theme, fonts, layout, banner, categories, 1-page layout, card layout, search bar, images, Gorgias.
Customize Help Center preferences
Main topic & features: Gorgias Help Center language and SEO configuration. Features include Available/Default languages, Meta Title, Meta Description, Search Engine Preview. Answers: How to set up multilingual Help Centers, how Gorgias handles language detection, which languages are supported, and how to optimize Help Center content for search engines (SEO). Key concepts & keywords: Help Center languages, multilingual, default language, SEO, search engine optimization, Meta Title, Meta Description, Preferences tab, tracking links.
Customize the Help Center domain
Main topic and feature names: Custom domain setup for Gorgias Help Center URL. Questions or problems this article answers: How to set up a custom branded URL (e.g., help.yourbrand.com) for your Gorgias Help Center. How to replace the default Gorgias Help Center URL. Steps to configure DNS settings and CNAME records with your domain provider. Key concepts and keywords: Custom domain, Help Center URL, CNAME record, DNS settings, domain provider, subdomain, brand identity, Gorgias, `clients.gorgias.help`, Shopify.
Advanced Help Center customization
Main topic/features: Gorgias Help Center HTML customization, custom header/footer, Extra HTML feature. Questions/problems: How to customize Help Center appearance (header, footer, scripts, styles) using HTML/CSS/JavaScript. How to inject custom `<head>` and `<body>` elements using Extra HTML. Explains language-specific customization. Requires technical background. Key concepts/keywords: HTML, CSS, JavaScript, scripts, styles, header, footer, custom, Help Center, settings, technical, `<head>`, `<body>`, `<script>`, `<style>`, `<meta>`, language.
Common HTML customization examples
Main topic & feature names: Gorgias Help Center customization, Custom Fonts, Logo Hyperlinking, Custom Sidebar, UI Text/Element Modification, Contact Card Timezone, Shopify Integration. Questions or problems this article answers: How to apply custom fonts to the Help Center (primary, specific elements, or article body)? How to hyperlink the Help Center logo or modify contact card timezone? How to hide the contact button or change "Contact us" text to "Email us"? How to implement a custom sidebar or redirect visitors from Shopify to the Help Center? Key concepts and keywords: Custom HTML, CSS, JavaScript, stylesheet, `HelpCenter.setLogoLink`, `timezone-abbr`, `ghc-footer-contact-page-link`, `.fr-view`, `DOMContentLoaded`, Extra HTML, Shopify theme settings.
Customize embedded Help Centers
Main topic/features: Gorgias embedded Help Center customization, including fixed width, background color, and page titles. Answers: How to customize the visual appearance of an embedded Help Center; changing its fixed width, modifying its background color, and removing page titles. Keywords: Gorgias, Help Center, embed, customize, CSS, width, background, page titles, Shopify, theme.liquid, Extra HTML, `data-gorgias-help-center-uid`, `ghc-main-wrapper`, `main-page-title`.
Cookie Management
Main topic/features: Help Center cookie management, GDPR compliance, custom code, `Add extra HTML` toggle. Answers: How to install a cookie manager in your Help Center; ensuring GDPR compliance; identifying the `__cf_bm` cookie; where to add custom scripts/code to the Help Center's `<head>` section. Key concepts/keywords: cookie manager, GDPR, compliance, Cloudflare, `__cf_bm`, custom code, scripts, Help Center settings, `Add extra HTML` toggle, customization.
HTML snippets
Main topic: HTML snippets for custom Gorgias Help Center article formatting. Features: Toggle list, Callouts (tip, warning), Alerts (warning, info, danger, success). Answers: How to add advanced formatting beyond the standard editor, implement interactive toggles, styled callouts, and various alert types using direct HTML in articles. Key concepts: HTML snippets, code view, Gorgias Help Center articles, custom formatting, visual elements, `details` tag, `div` classes, rich text editor limitations.