Help center · Organization

How to organize help articles without building a maze

You can have good answers and still make them hard to find. The fix is usually fewer categories and clearer names.

Group by what people are trying to do

Imagine a customer looking for a receipt. Would they open “Platform,” “Operations,” or “Billing”? Call the category Billing. Use the words customers use in messages, not your internal team names.

A small product can often start with Getting started, Using the product, Billing, and Troubleshooting. Those are examples, not required boxes. If nobody asks billing questions yet, leave Billing out.

Don't make a category for every article

A category should help someone narrow a choice. If every category has one article, you've added an extra click for no gain. Let a few related articles live together. When one group gets unwieldy, split it based on a real task, such as “Importing data” versus “Exporting data.”

Use plain titles and helpful links

“Reset your password” beats “Identity recovery workflow.” Start each article with the answer, then give the steps. Link from one article to another only when the second one helps finish the task. A page full of loosely related links is another kind of maze.

Clean up as you learn

When you answer the same question twice, check whether an existing article is hard to find, out of date, or missing the answer. Move or rewrite it before adding another near-duplicate. This is easier with ten articles than with a hundred, so start early.

MVPKit lets you group public help articles in categories and subcategories. For a small set of answers, a single level is often enough; add subcategories only when the list gets hard to scan.