Help articles, topics and customer feedback

Author customer help

Use the support knowledge/article workspace with its required support/content permissions. Organise topics and write an accurate title, slug, summary and article body. Choose the correct public/customer visibility and publication state. Draft or restricted content must not be advertised as a public answer.

The installed product retains its /knowledge-base and /knowledge-base/{slug} customer help routes. These are your installation's articles and are separate from the EmailaBiller product documentation you are reading on this website. Changing a menu label does not automatically migrate installed URLs or import these reference guides into your local help centre.

Organise and test

Use topic navigation and search to check that a customer can locate the guide from its task wording. Include the exact menu and expected result, and keep a troubleshooting section for the failure the article addresses. Test signed-out and permitted customer views before sharing the link. Check how the article appears in ticket suggestions; article publication must not expose private ticket or customer data.

Feedback and support handoff

The customer help article feedback endpoint is rate limited. Feedback indicates whether a page helped; it is not a support ticket or a guaranteed staff response. Offer the real support entry point when the customer still needs help. Keep per-customer identifiers, API credentials, bank evidence and hosting passwords in the authenticated support workflow rather than in public article examples.

Maintenance

Review articles when your products, provider modules or support procedures change. Preserve existing slugs used in customer emails where possible. A theme override should retain search, topic links, readable tables, keyboard operation and permission checks. Do not paste raw executable HTML or PHP from a third party into a trusted theme to alter knowledge behavior.