Helpjuice Knowledge Base

Accessible Only Via Encrypted URL

Published May 20th, 2020 by Amanda Stançani

Knowledge base security is one of the most valuable features in Helpjuice! If you want to restrict access to everyone, except only the people to whom you have granted access to a special URL, you can turn your knowledge base Accessible Only Via Encrypted URL. To enable this feature: Click on your Profile Picture > Settings Access the Accessibilit

How To Delete Users

Published May 20th, 2020 by Amanda Stançani

To delete users: Login to Helpjuice Click on the Users button Click on the trash icon That's it! The content created by that user will not be lost.

How To Automatically Assign Users To Groups

Published June 30th, 2020 by Amanda Stançani

Overview When the Smart Group feature is enabled, users will be automatically assigned to a group based on their email! Once they sign up with a specific domain, we will automatically add them to the appropriate User Group. Creating Smart Groups Click on the Users button Access the Groups tab Open a Group or create a new one (for instructions on h

How To Check User Activity

Published May 20th, 2020 by Amanda Stançani

In the Activities section, you can see who created, read, updated and deleted the content, who added and removed users and much more! You can also export up to 500 results in an .xlsx file. To access the Activities section: Access your Dashboard Click on the Activities icon

How To Restore Design Changes

Published May 20th, 2020 by Amanda Stançani

Changing the theme will override all your custom code in the Customize area for all languages. So, if you have a customized code, all changes will be undone. If you've switched themes and need to undo the changes, simply go to the Revisions section and restore the changes for each file. The following files are overriden when you change themes: Main

Markdown and WYSIWYG

Published May 20th, 2020 by Amanda Stançani

You can choose between the Markdown and the WYSIWYG editor. Click on your Avatar Click Settings Once you are on your Settings page, go to Knowledge Base Settings > Articles Settings > Article Editor Type Note that this change will affect ALL Users in your Knowledge Base.

How To Index Article Attachments In Searches

Published May 20th, 2020 by Amanda Stançani

This feature allows you to index not only the Article Title, Subtitle, Text and Keywords to your search, but also the content of your PDF file. To enable this feature: Click on your Profile Picture > Settings Turn on Index Article Attachments In Searches Note that Previously Attached PDF Files will not become searchable by default. If you want to

Exporting Categories/Articles to a PDF

Published May 20th, 2020 by Amanda Stançani

Overview In certain scenarios you may wish to export your knowledge base content into a PDF. Common scenarios include distributing content to a person or team whom does not have access to a computer, as they may be in a remote area and/or do not have instant computer/internet access. If you wish to export a category and it's articles to a PDF, it's

Accessible Only Via JavaScript

Published May 20th, 2020 by Amanda Stançani

When the Restrict access to only via JavaScript option is enabled, your knowledge base will be inaccessible outside your system. To enable this feature: Click on your Profile Picture > Settings Access the Security Settings option Enable the A ccessible only via Javascrit option Note that the direct link to yoursubdomain.helpjuice.com will not wo

Overview: Using Helpjuice Multilingual Knowledge Base Feature

Published May 20th, 2020 by Amanda Stançani

We support, out of the box 47 languages! The default address of you kb will be my subdomain.helpjuice.com and you can access different languages by appending ?kb_language=id_ID to the original URL Here are some examples: Default English KB: yoursubdomain.helpjuice.com Italian KB: yoursubdomain.helpjuice.com?kb_language=it_IT French KB: yoursubdomai

How To Switch Languages On The Front End

Published May 20th, 2020 by Amanda Stançani

If you are using a Multilingual Knowledge Base, you can see the content of different languages by adding ?kb_language=language_code to yoursubdomain.helpjuice.com For more information check this article If you don't want to use the code for each section, we can implement a Language Switcher on the front end and users can easily switch between langua

Overview: Table of Contents

Published July 21st, 2020 by Amanda Stançani

This feature gives you full control over the Table of Contents items. You can easily choose which and how many Headings will be displayed in this section. How do I add a Heading? To create a Heading, simply select the text you want to use as a heading, click on Normal Text in the editor's toolbar, and select one of the heading options 1-4. How do I

Searches Tab

Published May 20th, 2020 by Amanda Stançani

In this section you can check the total number of searches, how many searches found answers, how many bounced and how many searches returned no results. How do I Access this Section? Open your Dashboard Click on the Analytics icon In the Analytics page, access the Searches tab Let's explore some common Metrics Found Answers Found answer is a Yes/No

Allowed IPs

Published May 20th, 2020 by Amanda Stançani

With the Allowed IPs option, only users coming through specific IPs will be able to access your Knowledge Base. To restrict access to your knowledge base: Click on your Profile Picture > Settings Access the Accessibility & Privacy section In the Allowed IPs section add all IP addresses - one IP per line If the IP is not whitelisted and the

Knowledge Base Themes

Published May 20th, 2020 by Amanda Stançani

All Administrators and Super Administrators have full access to the code. For more information about user roles please check this article. Your themes are located in Customize > Themes. There are 12 options availabe and all of them are fully customizable! Examples At https://helpjuice.com/knowledge-base-examples you will find some of the best kno

How To Share Internal Categories with External Users

Published May 20th, 2020 by Amanda Stançani

If you want to share Internal Categories with External Users (without credentials to login), the best option is to use the URL Only. This feature allows you to share Internal Categories with external users via encrypted links. All you have to do is follow these simple steps: Create a new category or click on the edit icon to edit an existing one Sel

Overview: Creating an Article Glossary / Dictionary

Published May 20th, 2020 by Amanda Stançani

Article Glossary Video Walkthrough: The Glossary feature allows you to create a list of terms and phrases that will help users better understand the content. It's as easy as hovering over and we show you what the expression means! What is an Article Glossary? The Article Glossary is a simple way to define unique terms to your busines

How To Use Custom URLs

Published May 20th, 2020 by Amanda Stançani

Custom URLs are one of the best ways to make your knowledge base more user-friendly! What Are Custom URLs? By default, Helpjuice automatically generates category URLs in an ID-category-name format. For articles, they will be generated from the article title, without IDs. With Helpjuice custom URLs, you can edit the URL structure at two levels: Categ

How To Update Category Icons

Published May 20th, 2020 by Amanda Stançani

Adding icons to your categories is a great way to improve the look & feel of your website. Helpjuice allows you to upload Custom Icons or use one of the icons of the Icon Picker option. Uploading Icons You can add icons through our Icon Picker or upload a Custom Image. Click on > New Category or edit an existing one Click on the Gray folder

How To Add Users

Published May 20th, 2020 by Amanda Stançani

To add a new user: Login to your Helpjuice account Click on the Users button Click on Add New User Enter the User information and assign a user role (Job Title and User Groups are optional) Click on the Blue check button Not sure which user role to choose? Please take a look here. If you receive a message saying that is not possible to add more user

How To Archive And Unarchive Content

Published May 20th, 2020 by Amanda Stançani

With the Archive feature, you can have individual/multiple articles or categories go into Archive mode. When Archived, the content won't appear in your knowledge base or search results, and won't be accessible unless via a direct link. Archiving Multiple Categories/Articles To archive multiple Articles/Categories: Select the desired Articles/Categ

How To Move Articles To The Articles In Review Column

Published May 20th, 2020 by Amanda Stançani

You can move articles to review by dragging an article card to the Articles in Review column. You can drag cards from any column to the Articles in Review column: Your browser does not support HTML5 video. Info Before, only Draft Writers could send articles to review, but that's not the case anymore. Now, any role can send articles to review using t

How To Submit Customization Requests

Published May 20th, 2020 by Amanda Stançani

Your knowledge base is highly customizable and our development team is here to help you, so you don't even have to worry about the code! In order to request help from the Customization Support Team: Open your Dashboard Click on the Customize icon Click on Request Expert Customization

How To Import Content

Published May 20th, 2020 by Amanda Stançani

You can easily import content into your knowledge base! To access the Import Section: Click on your Profile Picture > Settings Click on the Import Section Choose the option that best fits your needs Importing from XLS or CSV When you start importing content into the KB, you can choose the format and configure the columns If you import the file an

Overview - Salesforce Integration

Published March 14th, 2022 by Amanda Stançani

Setup 1. Sign up for a Salesforce Developer account and wait for the verification email after you fill out the form, it can take a few minutes. Then click the link in the email to set your password. 2. Enable Salesforce for your Helpjuice account. In Settings → Integrations → Salesforce click turn on both “Enable Salesforce” and “Authenticate Salesf

Languages & Translations

Published November 18th, 2020 by Amanda Stançani

Helpjuice provides easy-to-use tools to locate your content in more than 50 different languages, which helps you to provide support to customers from all over the world! You can easily create and manage a multilingual knowledge base to deliver content based on customers' preferred language. Languages Overview This is an overview of the Languages an

Categories Tab

Published May 20th, 2020 by Amanda Stançani

This section gives you an overview of how your categories are being used. How do I Access this Section? Open your Dashboard Click on the Analytics icon In the Analytics page, access the Categories tab You can also export a .XLS and .CSV with the results

How To Set Up Permissions On Helpjuice

Published May 20th, 2020 by Amanda Stançani

Helpjuice user roles control what users can and cannot do on your knowledge base. This includes customization, access to analytics, writing/editing content, adding user and more! What are User Roles? Helpjuice provides five user roles, which help maintain your knowledge base. Super Administrator - Has access to everything! Even to private content. A

Overview: Internal Sections of a Public Article

Published May 20th, 2020 by Amanda Stançani

What are internal sections / blocks ? Sometimes you'd like for your public article to have a part that only your team, or a subset of your team can see. To achieve this, we would simply create an internal section, and define who we wish to see it, and insert the content. How do Internal Sections look like? For the end-user that cannot see it, they

How To Link Articles

Published May 20th, 2020 by Amanda Stançani

You can use links to direct users to any URL, either to other Help Article or to external pages. Inserting Internal Links To create Internal References and point the link to another page on your knowledge base: Click New Article or edit an existing article Type the @ sign A list of articles will be displayed and you just need to click on the article

How To Improve Search Results (Keywords)

Published May 20th, 2020 by Amanda Stançani

Our search works by analyzing keywords, article title, body text, subtitle, and attachments for relevant results. The search will list up to 20 results and the most upvoted/viewed articles will be shown first. What Are Keywords? Let's say you have an article "How to install Helpjuice" and it doesn't have the words "Intergrating Helpjuice" or "Javasc

How To Update Passwords

Published May 20th, 2020 by Amanda Stançani

You can update your password in your Profile Settings. To access this section: Click on your Profile Picture > Settings Click on Password Enter your Current Password Enter your New Password Confirm that the password is correct Password Reset Instructions Don't remember your password? Don't worry! Just to go to https://helpjuice.com/users/password

How To Create Article/URL Redirects

Published May 20th, 2020 by Amanda Stançani

Overview The Article Redirect feature allows you to choose target articles and redirect users to them! Some practical examples you can use Article Redirects to: Set up a URL pattern so Helpjuice redirects/migrates your old knowledge base to Helpjuice. E.g.: yourKB.helpjuice.com/hc/article-1-2-3 can now redirect to yourkb.helpjuice.com/article-1-2-3

How To Insert Images And Videos

Published May 20th, 2020 by Amanda Stançani

With Helpjuice you can easily insert Images and Videos in the body of your articles. Inserting Images In Articles Helpjuice supports any image format and the size limit is 100MB. Legacy Editor (WSYIWYG) Click New Article or edit an existing article Place the cursor where you want the image to be displayed Click Insert Image (Ctrl+P) Choose one of th

How To Set Up Custom Domains

Published May 20th, 2020 by Amanda Stançani

Your Helpjuice account comes with a default address, like help.helpjuice.com. You can get rid of the .helpjuice.com part and use a custom subdomain name instead, like help.example.com. Helpjuice Setup Click on your Profile Picture > Settings Access the SSL section Fill in the Your Domain field Domain Setup Under your DNS settings, of your DNS pro

Overview: Article Planner

Published May 20th, 2020 by Amanda Stançani

The Article Planner is like a Trello for your knowledge base AND you can take article requests from contact form submissions and decide whether you'd like to have that article appear on your knowledge base. Overview of the Article Planner Feature Why should I use this feature? Article requests is a fantastic way for you to keep track of all unfound

How To Display Articles In Multiple Categories

Published May 20th, 2020 by Amanda Stançani

The Also Display In feature allows you to display articles in multiple categories without having to copy/paste the content. Any changes made to the article will be automatically displayed in all categories where the content is also displayed in. Displaying Articles In Multiple Categories To use this feature: Click New Article or edit an existing art

Auto-Publish And Expiration Dates

Published May 20th, 2020 by Amanda Stançani

You can schedule Auto-Publish dates for your articles and also set when you want to Unpublish them. Please note that when an Auto-Publish/Expiration Date is set for an article, it will be published/expired at 00:00:00 UTC +00:00 of that selected day. Auto-Publish Dates Click New Article or edit an existing article Click on the drop-down menu next to

How Article Commenting Works

Published May 20th, 2020 by Amanda Stançani

Commenting is a great way to collaborate on your articles, and ensure they are published to the standard of your organization. Once you open an Article in Helpjuice, you may select the text that you wish to comment on, in the body of the answer, and click on the comment icon. From there, you'll be able to write your comment, and post it. Posted comm

How To Create Article Requests

Published May 20th, 2020 by Amanda Stançani

If the Article Planner feature is enabled, contact form submissions will be displayed as new requests For more information on how to enable the Article Planner check this article.

Articles Tab

Published May 20th, 2020 by Amanda Stançani

In this section you can see a list of all articles, how many views/readings they have, likes, dislikes, answers that need to be improved and much more! How do I Access this Section? Open your Dashboard Click on the Analytics icon In the Analytics page, access the Articles tab Difference Between Views and Readings? The difference between Views and Re

Contact Form Emails

Published May 20th, 2020 by Amanda Stançani

All knowledge bases comes with a Contact Us form, which can be customized according to your needs. For more information on how to request a customization check this article. Contact Form Recipients You can always change the email address to which Helpjuice sends contact form submissions. To change where Helpjuice emails are sent to: Click on your Pr

Basic Customization

Published May 20th, 2020 by Amanda Stançani

Some basic changes don't require code customization and they can be found on the Basic tab. If you need any help with the code, do not hesitate to Request Expert Customization

How To Install Helpjuice

Published October 21st, 2020 by Amanda Stançani

Installing Helpjuice is really easy. It takes just a few minutes to connect Helpjuice with your website. 📌 To see an example of a Javascript Embed Knowledge Base visit: https://javascript-example.helpjuice.com/ Embed Helpjuice Via Our Javascript Embed Code Please note: If you'd like to use Helpjuice, behind an "authenticated wall" (i.e.: make sure

How To Import Files As Articles

Published May 20th, 2020 by Amanda Stançani

When a New Article is created, you can type something or simply drop a PDF/DOCX file, and it'll auto-convert into a Helpjuice article. To create New Articles: Click the + sign in the side panel or click New Article in the upper right corner of your Dashboard. When a New Article is created, you will see the following message in the article editor: If

How To Export Your Helpjuice Data

Published May 20th, 2020 by Amanda Stançani

You can export all of your Helpjuice data in XLS, CSV and Download PDFs with your content! Exporting PDFs On your Dashboard select the desired categories Click Actions > Download PDF Select the Categories & Articles from the list, and we will generate a PDF and email it to you. Please note that we keep internal sections of public articles re

How To Restore Deleted Content

Published May 20th, 2020 by Amanda Stançani

Have you ever deleted a question by accident? Don't worry, it happens! Restoring Deleted Articles Every time a question is deleted, an activity is registered in Activities page. Access your Dashboard Click on the Activities icon Locate the Article and click That's it! The question will be restored to where it was. Restoring Deleted Categories If you

Troubleshooting: Broken Images

Published May 20th, 2020 by Amanda Stançani

Usually, images that look broken come from external websites, and we see errors such as "Your client does not have permission to get URL" Helpjuice uploads files and images to Amazon S3 and serves them via Amazon CloudFront, but external images usually are inserted when copying/pasting content from external sites. It is highly recommended that you u

Article Versions And Revisions

Published May 20th, 2020 by Amanda Stançani

You can create independent Versions of an article and every time the content is updated, a new Revision is created. Revisions Every time an article is autosaved, saved as a draft, or published, a new Revision is created. To access the Revision History please follow the steps below: New Editor Open your article Click on > Your browser does not sup

Users/Groups Tab

Published May 20th, 2020 by Amanda Stançani

In this section you can check the activity of each user and group. How do I Access this Section? Open your Dashboard Click on the Analytics icon In the Analytics page, access the Users/Groups tab Checking the Activity of Each User/Group If you click on the User name or Group, a complete list of their activities will be displayed

Troubleshooting: Private Key Is Not Valid

Published May 20th, 2020 by Amanda Stançani

If you tried to send your certificate and private key and received the following error, you would need to double-check the files. Correct Key File When you generate the Certificate Request, a Private Key is also created. You send the Certificate Request to your provider and keep the key generated. When the provider gives you the certificate back, yo

Signing In Behavior

Published May 20th, 2020 by Amanda Stançani

You can choose what users will see after Signing In. To update the Signing In Behavior: Click on your Profile Picture > Settings Click on User Behavior & Tracking In the Signing In Behavior option, choose between: Show Dashboard Show Support Home to Viewers Show Dashboard to Super Admins Show Support Home to Everyone Show Dashboard All users

How to Import & Manage Users

Published May 20th, 2020 by Amanda Stançani

Importing a list of users can save a lot of time, especially if you have tons of users! Importing Users On your Dahboard, click on the Users icon In the Users section you will see the button Once you click on it, it's possible to download and example or upload the CSV file You can create the following columns in your file and users will be added as

How To Create Articles

Published May 20th, 2020 by Amanda Stançani

Articles are used to provide a deeper understanding of a topic and helps to keep an organized structure on your knowledge base. When you create a new article, it is automatically saved as a Draft and will not be published until you click the PUBLISH button, located in the upper right corner of the article editor To create an article: Click the + sig

How To Create Categories / Subcategories

Published May 20th, 2020 by Amanda Stançani

Categories & Subcategories are an excellent way to maintain an organized structure and help users find what they are looking for! Creating Categories There are multiple ways to create a new category: From the dashboard Access your Dashboard. Click the New Category button at the top left of the page. From the main page sidebar Access your D

Overview: What Are Categories?

Published May 20th, 2020 by Amanda Stançani

Categories are a great way to organize the content and keep a clean structure on your knowledge base. They help users navigate to similar topics and find what they are looking for. With Helpjuice you can create, edit, move, customize categories and much more! Let's see an example: This is how your Dashboard looks like when you don't organize the con

Overview: Article Editor Features

Published May 20th, 2020 by Amanda Stançani

With a very intuitive interface and powerful features, our article editor allows you to create incredible structures in your documents! Toolbar Overview The editor toolbar contains several options that you will find useful for editing your article - including Advanced Editing (Code View mode). With Helpjuice, you have the ability to: Insert Colors I

How To Move Content To Different Categories

Published May 20th, 2020 by Amanda Stançani

Moving Categories (folders) and Articles to a different folder is super easy! Follow the steps below: Moving Categories To A New Folder Access your Dashboard Select the Categories / Subcategories Click Actions > Move Category and choose the new destination Moving Articles To New Category Access your Dashboard Select the Articles Click Actions >

How To Reorder Questions And Categories

Published May 20th, 2020 by Amanda Stançani

Moving the most viewed questions/categories to the top of your knowledge base helps to promote user engagement! To do this you can simply drag & drop the position of a question or category in the appropriate spot. If you'd like a question to be shown first, all you'd have to do, is drag the drag icon way to the top of the list – Helpjuice does t

How To Set The Default Knowledge Base Language

Published May 20th, 2020 by Amanda Stançani

When you access your Dashboard, you will be taken to the language section set as the Default. Choosing a Default Language Click on your Profile Picture > Settings Go to the Default Language section and choose the best option for you. That's it! All My Content is Missing! If you go to your Dashboard and all content is missing, you probably are no

How To Create User Groups

Published May 20th, 2020 by Amanda Stançani

User Groups are especially useful when you need to set categories/articles as private and choose who will be able to see the content. Instead of adding each user, you can tie them into a group. Adding New User Groups To add a new Group: Login to Helpjuice Click on the Users button Access the Groups tab Click on Add New Group Enter the Group Name a

SSL Certificates and LetsEncrypt

Published May 20th, 2020 by Amanda Stançani

SSL Certificates Already Provisioned By Us If you are using Custom Domain, you do not need to upload SSL keys as we already auto-generate it for you using LetsEncrypt. We also handle auto-renewal of your LetsEncrypt SSL. You do not need to do anything after setting up your Custom Domain (see How To Set Up Custom Domains ) Please note that the cert

Overview: Accessibility

Published May 20th, 2020 by Amanda Stançani

When you create or edit Articles/Categories you can choose which users will be able to see the content. There are four basic accessibility options: Public, Internal, URL Only/Shared URL, or Private Public This is the default option for all Public knowledge bases. When a question or category is set to Public, anyone can access it. No login is require

How Does Find and Replace Work

Published May 20th, 2020 by Amanda Stançani

The Find and Replace feature helps you find words in articles and replace all instances with something else. This is particularly useful for long documents or when you have multiple articles and need to update them in bulk. How Does Find & Replace Work? Dashboard On your Dashboard, select all necessary articles and Categories, type the word you'

Email Notifications

Published May 20th, 2020 by Amanda Stançani

Each user can control the email notifications they want to receive. How To Set Email Notifications Click on your Profile Picture > Settings Click on E-mail Notifications There are four options: Weekly Analytics E-mail: if you want to receive Weekly Analytics via e-mail Notify About New Drafts: if you want to receive a notification when new drafts

How To Share Access Between Accounts

Published May 20th, 2020 by Amanda Stançani

You can link multiple accounts and allow users to easily switch between them, without having to manually add an account pass to each user. To link your Accounts: Click on your Profile Picture > Settings Access the Company Info section Under Organization link the Accounts/Organizations together, and confirm via email! This action can only be per

How To Use Your Knowledge Base Behind A Login Wall

Published May 20th, 2020 by Amanda Stançani

If you want to restrict access to your knowledge base, you can use it behind a Login Wall. If users are not logged in, they will be redirected to a login screen. Internal Knowledge Bases To make sure only connected users access your knowledge base: Click on your Profile Picture > Settings Access the Accessibility & Privacy section Turn on the

How To Update Your Personal Information

Published May 20th, 2020 by Amanda Stançani

On your Profile Settings page it's possible to update your Name Information, E-mail Address and change your Profile Avatar. Updating Your Name And E-mail Click on your Profile Picture > Settings Click on Personal Info Update your Name and E-mail Creating A Profile Avatar Helpjuice uses Gravatar to display users Avatar, so you need to create an ac

Signing Out Behavior

Published May 20th, 2020 by Amanda Stançani

You can choose what users will see after Signing Out. To update the Signing Out Behavior: Click on your Profile Picture > Settings Click on Knowledge Base Settings In the Signing Out Behavior option select Show Sign In Page or Show Support Home It is worth mentioned that your Sign In page can be customized in the Customize Area If you need any he