Write and organize help center articles

Admin › Help Center › Articles is your district's help center: the how-tos, policies and answers your staff, students and families look for. Every article you publish is also what Otto and your schoolAgent answer from, so writing it once answers the question everywhere.

It comes with schoolHelpdesk or schoolAgent. What someone can do here is set by the Help Center area of their role on Admin › People › Roles. See Who can do what.

schoolOS administrators can use Account on Articles, Help Center settings, and Insights to choose the account to manage. The selection stays with article editing and return navigation. Switching accounts clears open forms; save your changes first. Account administrators continue working in their own account.

Who can do what#

Each part of the help center is its own permission, so you can let someone write without letting them publish:

| Permission | What it allows | Level | | --- | --- | --- | | See help center insights | Open Admin › Help Center › Insights, Suggested articles, Due for review and Conflicting articles, dismiss a suggestion, and get the New suggested articles notification. | View | | Write articles | Write new articles, and edit the drafts they wrote. Includes Write article on a suggestion, Save as help article on a ticket, Save merged draft on a conflicting pair, Duplicate, and Mark reviewed on articles they own. | Edit | | Edit any article | Edit published articles and other people's drafts, and Restore an earlier version. Also what keeps articles current: Mark reviewed on any article, an article's Owner and Review cycle, Check now and Dismiss on conflicting articles, and the Articles due for review notification for every article. | Edit | | Organize categories | Add, rename, reorder and delete categories and sections, and Move to… and reorder articles. | Edit | | Publish and unpublish | Publish, Move back to draft, Archive and Unarchive. | Full | | Delete articles | Delete, and its Undo. | Full | | Manage the help center | Admin › Help Center › Settings: branding, layout, who can open it and its address. With Edit any article too, Refine with Otto in the editor. | Full |

• A writer without Edit any article opens other people's drafts and published articles to read: the editor says why they can't change it.
• A writer without Publish and unpublish sees Save draft but no Publish: the editor says someone who can publish will need to publish it. Ask whoever runs your help center, or give a trusted writer Full.
• Someone with only See help center insights sees Insights but not the articles, and has no Write article on a suggestion.
• Knowledge in the schoolAgent area is separate: it covers knowledge sources and verified answers, not these articles.

Admins hold all of them. When the help center got its own permissions, every role that could manage knowledge got all of them, so nobody lost anything.

The page#

On the left are your categories and the sections inside them, with how many articles each holds. All articles shows everything, and Uncategorized shows articles that aren't in a category yet. Select one to list its articles on the right. A category's list includes the articles in its sections.

The list shows each article's title and first line, its status (Draft, Published or Archived), who can read it, its Owner and when it's due for Review (see Keep articles current), when it was last changed and by whom, and how many times it's been read. A star marks a featured article. Search finds articles by any word in their title, summary, tags or text, best match first. Filter narrows the list by status, or by Review: Due for review, Due soon, Up to date or Never.

Select an article to open it. Its … menu has Edit, Publish (or Move back to draft), Move to…, Duplicate, Open the original for an imported article, and Delete. Deleting can be undone from the confirmation.

• Move to… files the article in another category or section, or in Uncategorized: type to find one. To move several at once, tick them in the list and select Move to… above it. Moved articles go after what's already there and keep their addresses, and Undo puts each back where it was. A moved imported article stays where you put it when the source syncs again.
• Duplicate makes a draft copy (its title ends in "(copy)") with the same words, category, audience and tags, and opens it to edit. It's also in the editor's … menu, once your changes are saved.

While one category is selected and the list isn't searched or filtered, drag articles by their handle to set the order readers see them in.

Categories and sections#

Select New category to add one: give it a name, a line on what's in it, an icon and who can see it. Name categories for what people come looking for ("Accounts and sign-in", "Devices", "Transportation").

A category's … menu adds a section inside it, for chapters within a topic. A section can hold sections of its own, three levels in all. The same menu edits, moves the category up or down, or deletes it. Deleting a category deletes its sections too, but never its articles: they move to Uncategorized.

Write an article#

Select New article. Type a title, an optional one-line summary (readers see it in search results), then the article itself. The box shows the article as readers will see it:

• Text style sets a heading, subheading or small heading. Headings also become the article's outline.
• Bold, italic, underline, strikethrough, highlight, inline code and links. A link can go to a web page, an email address (mailto:), or a heading in the same article (#heading).
• Alignment, bulleted and numbered lists, quotes and code blocks.
• Insert adds an image (or paste or drop one straight in), a video or document (paste a YouTube, Vimeo, Loom, Google Docs or Google Drive link), a table, a collapsible section readers open when they need it, a divider, or a callout: a highlighted Note, Tip, Warning or Important box.
• Inside a table, a row of table tools adds and removes rows and columns, turns the header row on or off, or deletes the table.

Pasting from a web page, Word or Google Docs keeps the headings, lists, links, tables and images, and drops anything else. Images can be PNG, JPEG, WebP or GIF, up to 10MB each.

Refine with Otto#

Refine with Otto, in the editor's toolbar, has Otto rework your words one way at a time:

• Rewrite clearer: the same meaning, easier to follow.
• Shorten: cuts repetition and filler, and keeps every fact, step and link.
• Simplify for families: plain language at about a 6th-grade reading level, with jargon and acronyms explained.
• Make more formal or Make friendlier: changes the tone, not the facts.
• Fix spelling & grammar: corrections only, in American English. Nothing is reworded.
• Turn into steps: makes instructions a numbered list, one action per step.

Select some text first to work on just that part: Otto takes the whole paragraphs, headings, lists or tables your selection touches. With nothing selected, it works on the whole article. The menu says which.

Nothing changes until you say so. Otto's version opens beside Changes, the words it would add (green) and remove (struck through), and Preview, how it reads with your formatting. It keeps your headings, lists, links, images, videos, tables and callouts, and if its version leaves out a link or an image the original had, the review says so. Select Accept to put it in the article, or Discard to keep yours. Undo in the confirmation puts the article back as it was, until you type again; after that, use Undo in the toolbar. Accepted changes are like your own typing: Save or Publish to keep them.

Otto never invents steps, names, phone numbers, links or policies, but read its version before you accept it. Refine with Otto is for help center admins: people with both Manage the help center and Edit any article. Others don't see it. When Otto is turned off for your account on Admin › Account › AI Features, it says so and changes nothing.

The panel on the right sets Category, Who can see it, Featured (shown first on the help center's home), Tags (words people search for that aren't in the article) and the article's Address, which follows the title until you change it. Changing an address (or renaming a category) keeps the old one working: a link to it opens the article at its new address.

Save draft keeps your work without publishing it. Publish makes it readable by its audience and gives it to Otto and your schoolAgent. After that, Save updates the published article. The … menu moves an article back to draft, archives it (kept, but out of sight), or deletes it. Preview opens the article in your help center, in a tab of its own, with your logo and colors: a draft too, and what you've typed but not saved yet, as you type. Only people who can edit articles can open a preview. (A new article is saved as a draft first.) Ctrl+S (⌘S on a Mac) saves. If someone else saved the same article after you opened it, your save stops and asks you to reload, so neither of you loses work.

Your help center#

Your published articles also make up your district's help center, at your district's own address followed by /kb (for example yourdistrict.theschoolos.com/kb), and each article at /kb/articles/ and its address under it. Older links to theschoolos.com/kb/yourdistrict still work; on your own address they move to the short one. It wears your logo and colors (see Branding), opens with a welcome and a search box, then your categories as tiles, your Featured articles and your most-read ones. A category's page lists its articles and its sections; an article's page shows where it sits, an outline of its headings on a wide screen, and related articles from the same category. It works on a phone.

Someone signed in sees Back to schoolOS and their picture at the top of every page. When your district has schoolAgent, they also see Ask, a chat button in the corner and Ask schoolAgent in the footer, so a question the articles don't answer is one click from a conversation.

Set it up on Admin › Help Center › Settings. The help center lives at your district's vanity URL: if you haven't chosen one, Set your address takes you to Admin › Account › Account Settings under Vanity URL (it needs Account Settings at Full access).

How search works#

The search box on every page of your help center looks in each article's title, headings, summary, tags and text, and shows only the published articles the reader may read (see Who can read an article). Results come best match first:

• A match in the title counts most, then one in a heading, the summary or the tags, then one in the text.
• An article with every word searched for, or the words side by side in the order typed, comes before one with only some of them.
• When two articles match equally well, the more recently edited one comes first.

Search is forgiving. Part of a word finds the whole word ("chrome" finds "Chromebook"), plurals and other endings match ("passwords" finds "password"), and words written apart or together find each other ("wifi" finds "Wi-Fi"). When the words as typed find only a few articles, it also looks for near spellings in titles, summaries and tags, so "chromebok" and "passwrd" still find the right article.

Each result shows its title and the part of the article that matched, with the words found in bold. When nothing matches, the results page offers Did you mean a corrected search built from words in your article titles and tags, if that search finds something. A reader is never offered a word that only appears in articles they can't read.

The same search suggests articles to requesters while they describe a request in My requests or on your public support form. Searches, and searches that found nothing, are counted in Insights.

Using your own web address#

schoolOS doesn't host the help center on your district's own domain. To give it an address like help.yourdistrict.org, have whoever runs your domain or website forward it to your help center's Address from General. A DNS record (CNAME) alone doesn't work. See Use your own web address for the steps and how to check it.

Changing how it looks#

The settings are in three tabs: Branding (logo, colors, font, corners and page background), Layout (header, front page, article pages and footer) and General (who can open it, search engines, the browser tab icon and the sharing picture). Each section folds away to its one-line summary. On a wide screen, the help center itself is beside the settings, in a browser frame with the address readers will see, showing your changes a moment after you make them. Choose the Front page or one of your articles to look at, and Desktop, Tablet or Phone; Open preview opens it in a tab of its own (on a narrower screen, Preview does). Only people who can edit articles can see a preview.

Readers don't see your changes until you select Save. Until then they're kept as a draft, so you can leave and come back to them; Discard throws them away. Public is the exception: it saves as soon as you switch it.

Who can open it#

Everyone sees only the articles meant for them (see who can read an article):

• Signed in to your district: the published articles for them, and the public ones.
• Anyone else: nothing until you turn on Public; then the articles for Public, without signing in. A category shows only when there's something in it they can read.

When Public is on, schoolAgent on your website has Help articles in its ⋯ menu, which opens your help center. Search engines, on to start, lets Google and others list your public articles; turn it off to ask them not to. Address, under General, has the link to share.

Branding#

Your account's branding uses the logo and colors from Admin › Account › Account Branding, the same as your emails, schoolAgent and status page; change them there and the help center follows. Its own gives the help center a logo, main color and accent color of its own, like a school's or a department's; anything you leave empty is your account's.

Text and shape sets the font (System uses each reader's own), how round corners are (Square, Soft, Rounded or Round), and the Page background: White, or Tinted with a light wash of your main color. Under General, Browser tab and sharing sets the small icon beside the help center's name in a browser tab, and the Sharing picture shown with a link to your help center in email, chat and social posts (1200 by 630).

Header and footer#

Title shows beside your logo on every page and in the browser tab. Style puts the header In the welcome color, so the header and welcome block read as one, or on a White bar of its own. The header can have up to 3 Links of your own, like your district's website; on a phone they move to the footer. The footer can have up to 6 more, like your privacy policy or accessibility statement. Still need help?, at the bottom of every page, sends someone signed in to their tickets in schoolOS and anyone else to your public request form. Turn it off if you don't take requests that way. A Footer line can hold your district's address, phone or hours, and Social accounts (Facebook, Instagram, X, YouTube, LinkedIn) show as their icons.

Front page#

Welcome is the big line over the search box, and Introduction an optional sentence under it. Background is a Fade (your main color melting into the page, to start), your Main color, a Gradient from the main color to the accent, a Picture you upload (darkened so the words stay readable), or Plain. Alignment and Height place the welcome and the search box, and Search bar sets how wide the box is. Category layout shows your categories as a List of wide cards, or 2 across or 3 across; Category icons sit in a Filled square of your main color, or stand on their own in it (Outline). Sections sets the order of Categories, Featured articles and Popular articles under the welcome; turn Featured or Popular off to leave it out.

Article pages#

Authors, off to start, shows who wrote each article, with their picture, under its title, and who writes each category's articles on its card. On this page (the outline of an article's headings beside it on a wide screen), Related articles after it, the Updated date under its title, and Descriptions in lists (each article's summary or first line on category pages) can each be turned off.

Languages#

Readers can read your help center in English, Spanish, Vietnamese, Chinese (Simplified), Arabic, Haitian Creole, Portuguese, Russian, Korean or Tagalog, from the language menu at the top of every page. It starts in their browser's language when that's one of these, and English otherwise, and it remembers their choice on that device. You write every article in English, as always.

The first time anyone opens an article in another language, Otto translates its title, summary and body, keeping its headings, steps, links, pictures and videos exactly where you put them. That can take a few seconds; everyone after them gets the same translation right away. Category names, and the help center's own words (like On this page, Still need help? and Was this helpful?), are in their language too, and dates are written the way they write them (in numbers, day first, for Haitian Creole). Arabic reads right to left.

Lists of articles (the front page, a category, Related articles and search results) show each article's title and first line in the reader's language. The first time a page lists articles that haven't been translated yet, Otto translates their titles together; if that takes more than a moment, those titles show in English for that visit and are translated for the next one.

Readers can search in their own language. A search finds articles by the words of their translated titles and text as well as by the English words you wrote, so a Spanish reader searching contraseña finds your password articles, with or without the accent, and Chinese searches find articles without needing spaces between words. When readers start searching in a new language, Otto translates the titles of your most-read articles in the background, a batch every few minutes, so search in that language covers more of your help center over its first hour or so; an article that's been opened in that language is searchable right away. Search still only finds the articles each reader may read.

A translated article says Translated automatically · View in English above its title, in the reader's language, and View in English opens the article as you wrote it. If Otto can't translate an article at the moment, the reader sees it in English, with a line saying so.

When you edit a published article, the next reader in each language gets a fresh translation of the new version automatically; there's nothing to redo. Only published articles are translated, and each reader still sees only the articles meant for them (see who can read an article). Drafts and previews are always in English.

Translation is Otto's work, so the language menu shows only while Otto is on for your district, under Admin › Account › AI Features. Turn Otto off and your help center is in English only.

Insights#

Admin › Help Center › Insights shows what readers did over the Last 7, 30 or 90 days:

• Article views, Found it helpful (the share of Yes answers to Was this helpful?), Searches, and Searches that found nothing, with views per day under them.
• Suggested articles: the questions people asked and no article answered: in chat, in a help center search, or again and again in tickets on any channel. See Suggested articles.
• Most read: the articles opened most, with their Yes and No answers.
• Due for review and Conflicting articles: published articles to look at again, and pairs Otto found that say different things. See Keep articles current and Conflicting articles.
• Needs attention: articles where most readers answered No (once an article has at least 3 answers in the period). Select one to open it.
• Top searches: the most common searches and how many articles each found on average.
• What readers said: what readers wrote when they answered No.

Was this helpful? is at the end of every article in the help center. A No asks what the reader was looking for; answering is optional. When a request in My requests is answered by a suggested article, This solved my issue and Still need help count as its Yes and No. Readers stay anonymous: Insights never shows who read, searched or answered.

Suggested articles#

Suggested articles, on Admin › Help Center › Insights, lists what people asked and no article answered, over the same Last 7, 30 or 90 days:

• A question your schoolAgent or Otto couldn't answer, or whose answer got a thumbs-down.
• The first question of a chat that was handed off to a person, became a ticket, or was rated low (2 or lower out of 5).
• A help center search that found nothing.
• A question solved as a ticket on any channel: Email, Support page (your public request form), Phone, Walk-in, Kiosk and the rest. Tickets that are solved or closed count, by their subject (or the first line of the request when the subject is just "Help"). A question you already have a published article for doesn't: when most of the words in a published article's title are in the question, it's answered. A question only tickets asked shows up once it's been asked in 2 tickets or more, since one ticket isn't a pattern. A ticket that came from a chat counts once, with its chat, and private tickets are never read.

The same question asked different ways is one suggestion: wordings that differ only in capitals, punctuation or a "Hi" or "please" at the start count together, and so do wordings that share most of their words ("reset my password" and "password reset"). Each suggestion shows the question in its most common wording, how many times it was asked and when last, where it was asked and how often in each place (for example 12 Email, 5 schoolAgent, 1 Phone; the places are schoolAgent, Otto, Help center search, Email, Support page, Phone, Walk-in, Kiosk and Other tickets), up to 3 other ways people asked it, and why it's there (No answer, Marked not helpful, Handed off, Became a ticket, Rated low, Search found nothing or Solved as a ticket). The busiest are first. Insights never shows who asked: names, emails, phone numbers, student and employee IDs and street addresses in a ticket's subject are removed before it's listed, and read as [name], [email] and so on. Your district's own phone numbers and emails listed in schoolOS, like your help desk's, stay.

• Write article has Otto draft the article and opens it in the editor. The question becomes the title. The answer comes from the best one anyone gave: how staff resolved a ticket the chat became, then a staff reply on that ticket, then an agent reply nobody marked unhelpful; for a question asked in tickets, how staff resolved one of them, then the latest public staff reply. Internal notes are never used. Before Otto reads anything, people's names, emails, phone numbers, student and employee IDs, street addresses and anything like a password or card number are replaced with [name], [email], [phone], [ID], [address] or [redacted]. Your district's own contact details listed in schoolOS stay as they are: the phone numbers and emails on your departments' contact cards that everyone may see (Admin › Account › Departments), a department's confirmed forward address, the phone lines on your schoolAgent's routes, and your help desk's own email addresses. Only those exact numbers and addresses stay; anyone else's, even on your district's email domain, is still removed. Check that any other number or email people should use is in the article. Otto keeps the facts and links as they were, drops greetings, names and ticket numbers, and never makes up an answer: when nobody has answered yet, the article says so for you to write. The article is a draft, marked as Otto's, with a link back to the conversation or ticket. Read it, fix what's wrong, and Publish it yourself: nothing is ever published for you. Once written, the suggestion leaves the list; it comes back if you delete the article.
• Dismiss takes a suggestion off the list, for a question you don't want an article for. Undo in the confirmation brings it back. A new wording of the same question can still show up later.

Write article needs Write articles; seeing the list and Dismiss need See help center insights.

New suggested articles notification#

When a question no article answered has been asked 3 times or more in the last 30 days, everyone who can see help center insights gets a New suggested articles notification in the bell, linking to Suggested articles. Each suggestion is announced once: it doesn't come back as more people ask it, and a dismissed or written-up one never notifies. Several new ones at once come as one notification. It's checked every hour, and it's in the bell only, not email. Turn it off under Help Center in the bell's notification settings.

From a ticket#

Any ticket can become an article, whichever way it came in (chat, email, a web form, My requests, a call, a walk-in or a kiosk). People who work tickets and can write articles (Write articles, in the Help Center area) can turn an answer into one:

• Save as help article, when you update a ticket as solved or closed, makes one from the Resolution summary.
• Save as help article in the ticket's … menu, on a solved or closed ticket, makes one from the ticket itself: the public replies staff wrote, and its Resolution summary.
• Also save as a help article, beside Send under a public reply, makes one from the reply once it's sent. It's there on a ticket that came from a chat, and on any solved or closed ticket.

Otto drafts it from what the person asked and the staff answer, and it opens in the editor as a draft with a link back to the ticket. On a ticket that came from a chat, what they asked is the chat's first question; on any other ticket, it's the subject and what they wrote. Internal notes, the requester's own replies and the schoolAgent's never go in. People's names, emails, phone numbers, student and employee IDs and street addresses are removed before Otto reads anything (they read as [name], [email] and so on). Your district's own contact details listed in schoolOS, like your help desk's phone number and email, stay; add back any other contact details readers should use. Nothing is published until you publish it. A restricted ticket can't become an article.

Keep articles current#

A policy that changed last spring still reads as true in an old article, and Otto and your schoolAgent answer from it. So every published article comes up for review:

• A year after its last edit, to start. Any save that changes its title, summary or words starts the year again. For an imported article nobody has edited here, its last change at the source counts.
• Review, in the article's Review panel, sets another cycle for that article: Every 3 months, Every 6 months, Every year, Every 2 years, or Never for one that doesn't go out of date. Only people who can edit any article change it.
• Mark reviewed, in the same panel or in Due for review, says it's still right: the clock starts again without an edit. Undo in the confirmation puts it back. Save your changes first: saving starts the clock too.

Owner is who looks after an article: its author to start, while they're still active in your district. If the author leaves, it's the article's department (its category's, or the author's own), and its members who write articles look after it. Someone who can edit any article can choose another Owner with the picker, or put it back to the author. The owner and anyone who can edit any article can mark it reviewed.

An article is Due for review once its date has passed, or when most readers answered No to Was this helpful? since its last edit or review (at least 3 answers). It shows in Admin › Help Center › Insights under Due for review, longest overdue first, with its owner and why it's due, and on Admin › Help Center › Articles with Filter › Review › Due for review. Drafts and archived articles don't come up for review.

Articles due for review notification#

When an article comes due, its owner (or, for one its department owns, the department's members who write articles) and everyone who can edit any article get an Articles due for review notification in the bell, linking to the articles list filtered to Due for review. Each article is announced once each time it comes due: editing it or marking it reviewed starts a new cycle, which is announced when it ends. Several at once come as one notification. It's checked every hour, and it's in the bell only, not email. Turn it off under Help Center in the bell's notification settings.

Conflicting articles#

Two articles that give different bell times, or two device return policies with different dates, leave readers (and Otto) unsure which is right. Otto checks your published articles once a week for pairs that share most of their words, and reads the likeliest ones side by side. Conflicting articles, on Admin › Help Center › Insights, lists each pair it flags:

• Says different things: the same thing stated two ways (a different time, date, number, contact, place, step or policy).
• Covers the same ground: two articles on the same question, so readers don't know which to follow.

Each pair has Otto's short explanation of what conflicts. What you can do:

• Open either article and fix it, or archive the one you no longer need.
• Save merged draft saves Otto's merge of the two as a new draft and opens it. Where the two disagree, the draft gives both and says which said which, under a note of what conflicts, so you can check. Nothing is published for you: read it, fix it, publish it, then archive the articles it replaces. Open merged draft opens it again later.
• Dismiss takes the pair off the list when they don't really conflict. Undo in the confirmation brings it back. A dismissed pair is checked again only after one of the two changes.

Check now checks again straight away (after a short wait between checks). A pair Otto found nothing wrong with isn't asked about again until one of its articles changes. Otto compares your articles, imported ones included; for your knowledge sources, such as your website, see Health under Knowledge in schoolAgent.

Who can read an article#

Who can see it uses the same groups as your knowledge sources: Public (anyone, signed in or not), Everyone signed in, Staff, Students, Guardians, and your district's own school roles. A new article is for everyone signed in until you change it. Otto and your schoolAgent use an article only when answering someone it's for:

• schoolAgent, signed in: the articles for that person.
• Otto, when a staff member asks it a how-to or a policy question: the articles for that person, and only when they're signed in to your account. See Answers from your district's articles.
• schoolAgent on your website and your public request form's suggestions: only Public articles, since anyone can see them. The request form suggests articles once your help center is Public, so the link opens for anyone.
• Email replies to a request: the articles for whoever asked, when they're a person in your district (a teacher's reply can use your Staff articles); otherwise only Public ones.

So an article meant to answer families on your website needs Public.

When schoolAgent answers from an article, the answer shows it as a card: its title, summary, category, reading time and updated date, with Read the full article (beside the chat in schoolOS, over the chat on your website) and Open in new tab. On your website, the card shows once your help center is Public, so a visitor can always open it.

Otto shows the same card, headed Your district's article, and ends its answer with From your district's article and the article's title, so staff can tell your district's own guidance apart from schoolOS Help, schoolOS's articles about how the product works. Read the full article opens it over Otto's chat. Otto writes its answer only from the article's text, so an article that says the steps plainly gets a clear answer. Give each article a title that names the task or policy in the words people use ("Report a broken Chromebook", "Cell phone policy"): Otto picks articles by their title and headings first.

History and restore#

History lists every saved version of an article: who made it and when, and whether it was an edit, a publish, an import or a restore. Restore puts an earlier version's words back as a new version, so the one you replaced stays in the history too.

Imported articles#

Articles you sync from Zendesk, Freshservice, Freshdesk, HappyFox or Confluence (see Admin › Account › Integrations) arrive here as articles: published, with their headings, lists, links, tables, videos and images, and filed in categories and sections named after the source's own (three levels deep; anything deeper goes in the deepest one). Each says where it came from, with a link to the original. They're yours to edit like any other.

They're tidied on the way in, so they read like the rest of your help center:

• Pictures are copied into schoolOS, so they keep showing after the source is gone, and even when the source only shows them to people signed in to it. A picture that can't be read stays linked to the source.

• Links to other articles from the same source open the article in your help center instead of the old site, including articles brought in by the same sync.

• Note, tip, warning and danger boxes become callouts.

• Empty lines used for spacing are dropped, and pictures keep the width they had.

• Who can read it starts as the connection says: Zendesk, Freshdesk and Freshservice have Who can see what comes in (one audience for articles the source shows everyone, one for those it restricts; Public and Staff to start), and Confluence and HappyFox use the audience on each tick. Each sync applies it, wider or narrower, until someone changes that article's Who can see it here; from then on, the sync leaves its audience alone. A page restricted in Confluence or HappyFox never becomes a public article.

• Until someone edits it here, each sync updates it from the source.

• Once someone has, syncing leaves it as it is. When the source changes it after that, the article is marked Changed in the source. Open it and select Compare to see the two side by side, then Use the source's version (yours stays in History, and syncing updates it again) or Keep this version.

• Deleting an imported article here keeps it deleted: syncing doesn't bring it back. Renaming, moving or deleting an imported category sticks too.

• Gone from the source: an article deleted there, or unticked in the sync, is archived here if nobody has edited it, so it stops being an answer. If the source brings it back, so does the next sync. An article someone has edited here stays as it is: delete or archive it yourself if you no longer want it. An article you archive yourself stays archived.

Confluence or HappyFox pages you've limited to particular agents stay as they were, as knowledge only those agents use, rather than becoming articles.