Doxbrix isn't only for product and developer documentation — it can run your entire **help center**. Combine support articles, an AI assistant, contact options,...
Doxbrix isn't only for product and developer documentation — it can run your entire **help center**. Combine support articles, an AI assistant, contact options,...
Doxbrix isn't only for product and developer documentation — it can run your entire help center. Combine support articles, an AI assistant, contact options, and ticket tracking in one place, so customers get self-service answers first and a smooth path to a human when they need one.
What a help center includes
A Doxbrix help center brings together several capabilities:
Setting up a help center
The fastest way to start is the Help Center project template, which seeds the right structure: categories of articles, an FAQ, and a contact section.
Choose the Help Center template when creating a project.
Use groups for categories like Getting Started, Billing, Troubleshooting, and Account.
Author articles using blocks — steps for procedures, accordions for FAQs, warnings for gotchas.
Turn on the site assistant so readers get instant answers.
Set up the contact form and support handoff destination.
Support articles
Help center articles are regular Doxbrix pages, so they get everything documentation pages get: rich blocks, quality scanning, review workflows, and feedback widgets. Write them with reader intent in mind — clear titles phrased as questions or tasks help both search and the AI assistant.
Tickets and contact
When self-service isn't enough, readers reach your team through a contact form. Each submission becomes a ticket:
- The reader fills out a short form (or the AI escalates automatically with full context).
- A ticket is created with the conversation, consulted articles, and reader details.
- Your team responds; the reader is notified.
- The reader can track the ticket's status.
Ticket routing
Route tickets to the right place based on category, audience, or content:
- Into the built-in ticket queue.
- To an external help desk (Zendesk, Freshdesk, Jira Service Management, ServiceNow, and more).
- To a Slack or Teams channel.
- To a webhook for custom routing.
Deflection: answer before the ticket
The goal of a great help center is to resolve questions before they become tickets. Doxbrix maximizes deflection by:
- Surfacing relevant articles in search as the reader types.
- Offering an AI answer with citations via the site assistant.
- Only then offering to open a ticket — pre-filled with everything the reader already tried.
This means your team handles fewer, better-contextualized tickets, and customers get faster answers.
Measuring your help center
Help center performance shows up in analytics:
- Deflection rate — how many questions the AI and articles resolved without a ticket.
- Top questions — what customers ask most.
- Ticket volume by topic — where self-service is falling short.
- Article helpfulness — from feedback widgets.
Use these to keep improving articles and reduce ticket load over time.
Public vs. authenticated help centers
A help center can be:
- Public — anyone can read articles and contact support.
- Authenticated — gated behind reader authentication, so only customers see it and tickets carry verified identity.
- Mixed — public articles with a customer-only section using audience groups.