Getting started with help center

Front’s help center feature allows you to set up a self-service hub where visitors can search for answers and engage with your support team. Each help center includes a customizable site that allows customers and/or teammates to easily navigate features like Front’s knowledge base or customer portal.

The help center workflow in Front is as follows:

1. Create a help center.

2. Enable and set up the help center features you’d like to use.

   • Knowledge base: Host a library of articles with tutorials, troubleshooting information, etc.

   • Customer portal: Allow visitors to submit and track support requests.

   • Support Report: Share your support team’s metrics and showcase your service quality.

   • Front Chat widget: Add a chat widget to your help center for real-time support.

3. Customize your help center’s settings and appearance.

4. Publish your help center to make it accessible to visitors.

Help center has the following editing access levels:

• Help center admins: Can edit content and help center settings (full admin access)

• Knowledge base content editors: Can only edit content in the knowledge base

Check out the help center permissions article to learn more about managing permissions.

You can access the help center admin portal by clicking the book icon in the top navigation bar.

Use the left navigation sidebar to access settings and content for all your help center features. The Knowledge base, Customer portal, and Support report sections will appear in the sidebar when you enable these features.

The Site management section allows help center admins to manage the public portal appearance and configuration.

1. Settings: Enable help center features, manage permissions, set up your domain, and manage search engine indexing.

2. Customization: Customize your public portal website design.

See this article to learn more.

The Knowledge base section allows help center admins and knowledge base content editors to manage knowledge base content. 

1. Content: Organize and edit your knowledge base content.

2. Settings: Set up article reactions and redirect URLs.

See this article to learn more.

The Customer portal section allows help center admins to set up a space where visitors can submit new requests and track existing ones.

See this article to learn more.

The Support report section allows help center admins to configure and share real-time customer service metrics.

See this article to learn more.

To allow external visitors or read-only teammates to access your help center, you must publish both the help center public portal AND the content itself.

Step 1

Navigate to the Settings tab in the Site management section.

Step 2

Click Go live.

Once your help center is published, you will see a “LIVE” indicator next to the name of your help center. Any help center features you’ve set up will also be available in the public portal.

While you’re getting your help center set up, feel free to configure and preview your help center features via the Preview site button. As long as the help center public portal is not published, your content will remain invisible to any non-admins.

Yes. You can use the Site visibility setting to control who can access your help center public portal. See this article to learn more.

Yes. You can create multiple help centers on the latest Growth plan or above. A Front company admin with help center admin access can click Create new help center in the dropdown at the top left.

No. Customer portal and Support Report can be enabled as standalone features in your help center. They no longer require you to set up a knowledge base.

Yes. Please contact Front's support team and send us the name(s) of the help center(s) you'd like to delete. This will remove all features currently enabled in the help center.

Help center is available on all current plans. Visit the pricing page for a comparison of features in each plan.

If you are on a legacy plan and don't have access to this feature, you can update to one of our latest plans in your Billing settings or contact your account manager.