Help customers
help themselves.

Unlike typical knowledge bases that rely solely on search, HelpSpot organizes content into Books, Chapters, and Pages. This mirrors how people naturally organize information, making it easy for customers to browse and find what they need without knowing exact search terms. Think of it like a real book with a table of contents. The knowledge base integrates directly with ticketing so agents can insert article links while replying.

Unlimited. Create as many books, chapters, and pages as you need. There are no artificial limits on content, and pricing does not change based on how much documentation you create.

Yes. Full-text search is available alongside the browsable book structure. Customers can search when they know what they want, or browse the table of contents when they're not sure. Both approaches work together.

HelpSpot tracks searches that return no results. You'll see exactly what customers are looking for but can't find, so you know what articles to write. This helps you prioritize content creation based on actual customer needs.

Yes. Private books are visible only to your agents, perfect for internal policies, procedures, and troubleshooting guides. Public books appear on your customer portal. You can have as many of each as you need.

Yes. Public books are fully crawlable by search engines. Customers can find your help articles directly from Google search results, often before they even visit your site.

No. The WYSIWYG editor works like a word processor. Click to add bold, lists, tables, and images. Drag and drop screenshots directly into articles. HTML and custom formatting are available for those who want them, but not required.