Learn about Help Scout Docs

Docs is our knowledge base add-on that allows you to empower your customers to find answers to their frequently asked questions, or simply to find more information about your company. This article is all about Docs.

What is Docs and how much does it cost?

Docs allows you to create a public support website, or knowledge base. It integrates directly with Help Scout, so you can write and manage all of your support documentation in one place. Docs is installed automatically when you sign-up for Help Scout. 

  • The Basic plan includes 1 limited Docs site. You can have 1 collection and up to 30 articles. 
  • The Standard plan includes 1 site. You can add more sites for $20 per site, per month. There is no limit to the number of articles you can add. 
  • The Plus plan includes 3 sites. You can add more sites for $20 per site, per month. And again, no limits to the number of articles.

Do I need a Help Scout account to use Docs?

Yes, but there's no need to set up a mailbox or configure any mail forwarding to take advantage of Docs. If you decide to use Help Scout to manage your support email later down the line, you can do so with just a few clicks. 

Can I use Docs without the help desk?

Absolutely! You can simply sign-up on the Basic plan for basic Docs access, or sign-up on the Standard or Plus plans if you need more than one Docs site. 

Can customers comment on articles or create content?

Customers cannot comment on articles or publish new content. The knowledge base is meant to be strictly self-help. Allowing comments can turn a hearty knowledge base in to a wild discussion forum, and that's not what Docs is about. With that said, only Users with access to your Help Scout account can create and manage Docs content.

What kind of branding options are available?

We've got some basic branding options covered in the application. Just to name a few: you can upload a logo, change some page colors, and specify a favicon. If you want complete control, you're free to modify the look and feel of your public site to your heart's desire using custom CSS. You can even host the CSS file on your own server for quick changes.

Will you take my money and customize Docs CSS for me?

We don't offer any design or customization services for Docs. If you get stuck with something, send us a quick message. We'd be happy to offer some guidance, but we aren't able to customize your CSS files for you. You can also check out our handy styling tips guide here.

Can I use a custom domain?

Yes. When you install Docs, you'll be asked to fill in a subdomain, which is used to access your public facing knowledge base. You can share this subdomain with your customers, or you can setup a custom domain, such as support.yourdomain.com. See this article for details.

Do you offer a self-hosted version of Docs?

We built Docs from the ground up, and it's hosted on our servers just like Help Scout. We do not (and will not in the future) offer a self-hosted version. With that said, total creative control is available by leveraging the Docs API to create your own site and query the API for content.

Can I access articles while working on a conversation in the help desk?

The Docs search bar is a tool that will help you quickly locate, review, and link articles to a customer while working in a conversation. As you type within the search box, the Docs integration will suggest articles from your knowledge base. This allows you to link articles in your replies without ever leaving the page.

Is it possible to create an internal knowledge base?

Absolutely. Your knowledge base content can be categorized as public or private. Private content is viewable only by Users in your Help Scout account. Also, it's not currently possible to password protect a Docs site. 

Are there any space limitations associated with Docs?

There are no limits on how many articles you can create, or how many images or videos you can upload.  There is a 3mb file size limit when uploading attachments, though. We don't force any file or content types.

Is there a social widget to share articles?

Honestly, we're not too passionate about the whole social sharing thing for knowledge base articles. Docs should be a temple for all of your support content. It should be free of widgets and plug-ins and moderation requests. Copy and pasting article links is the best way to share your beautifully-written support articles.

Still stuck? How can we help? How can we help?