Free project template
Help article checklist with every task dated from the day you start
Write one help article from the question customers ask, test the steps, publish it and check it answers them.
- 4 sections
- 16 tasks
- Opens as a list
- Dated from day 1
Article: [question]
Days count from the day you start. In the app, pick a start or a finish date and each task lands on a real day.
Plan
- Pick the question from recent ticketsDay 1High
- Count how often it came up last monthDay 1
- Check there is not already an article to update insteadDay 1
Write
- Write the title as the customer would ask itDay 2
- Put the answer in the first two linesDay 2
- Write the stepsDay 3
- One action per step
- Name buttons exactly as they appear
- Add a screenshot where a step is easy to miss
- Add what to do if it does not workDay 3
Check and publish
- Follow the steps yourself on a test accountDay 4High
- Ask someone who did not write it to try itDay 4
- Publish and link related articlesDay 5
- Add it to support saved repliesDay 5
After
- Check tickets on this topic a month laterDay 35
- Review the article when the feature changesEvery 6 months
About this template
A help article is worth writing when the same question keeps coming in. It fails when it is written from the product's point of view, with steps nobody tested.
The project runs one article from choosing the question to publishing and checking a month later whether tickets on that topic went down.
Tips from the template
- Name the project after the question the article answers.
- Use the customer's words in the title.
- Test every step on a real account before publishing.
How to use it in ActivityTracker
- 1Open Tasks and choose Templates.
- 2Find Help centre article and open it. You see every section and task before anything is added.
- 3Pick the day you start, or the day it has to be done by. Every date moves with it.
- 4Press Use template. Rename the project, then work down the list.
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Questions
Run it with the dates filled in.
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