Sections are used to organize related FAQs under common categories so that your visitors can easily find what they are looking for. To create a new Section, click the FAQs icon on the left side, then to the right of the word ‘Section’, click ‘New Section’.


A pop-up will appear where you can add the title, then click ‘Add Section’ to add it to your Web Support Portal.


As a note, you’ll need to create Section translations for all languages added to support your FAQs. To learn how to add translations and create translated FAQs, see How Do I Translate My FAQs?

Once you have created a few Sections, you’ll want to add related FAQs under each one. You can publish FAQs for any app you support, which will appear in the app under ‘Help’ and/or on your Web Support page, depending on the settings you select. To create a new FAQ article, click the ‘New FAQ’ button at the top.


A pop-up will appear for you to add the question, answer, keywords and default language for the article. Click ‘Save’ to create your new article.


By default, your FAQ article will have the status ‘unpublished’ until you publish it. You can click on each FAQ in your Admin Dashboard to see a quick preview of the FAQ open up in the right. This allows you to review how the article will look and feel prior to publication.

For help deciding what to say and how to say it, see What Should I Include In An FAQ Article?

To publish your new article, see How Do I Publish My FAQ Article?

Unpublished FAQs serve as unpublished answers (also known as macros, canned responses, and Predefined Answers) for Issue replies in Helpshift. To learn how to make the most of this feature, see How Do I Reply To A Message With A Predefined Answer / FAQ Article?