Can someone write articles without being able to publish them?

Yes. Invite them as a Contributor. They can draft and edit, then submit for review with a note. An admin publishes it from Suggested changes.

How do we avoid two people answering the same email?

The inbox shows who is looking at or replying to each conversation, on the list and in the conversation itself, before you start writing.

Can people outside support see what's happening?

Yes. Viewers can read every article and conversation without being able to change anything.

Team collaboration

Everyone writes and answers. You decide what goes live.

Give each person the access they need, let people draft without publishing, and see who's working on what, so nobody answers the same customer twice.

Get started freeSet up in an afternoon. No credit card.

The right access for each person

Five roles cover everyone from the person running support to someone who only needs to look.

Owners and admins

Run the team, the help centre and its settings, and publish anything.

Members

Answer customers and write and publish articles.

Contributors

Answer customers and draft articles, and send their changes for review instead of publishing.

Viewers

Read everything, change nothing. Useful for the rest of the company.

Review before anything goes live

A contributor's change arrives in Suggested changes with their note. An admin sees exactly what changes, before and after, and publishes it or sends it back. The contributor hears either way.

Every change shows what was added and what was removed
A note from whoever wrote it, so the reviewer knows why
Admins are emailed when something is waiting
Every save is kept in the article's history, with who made it

An inbox built for more than one person

See when a teammate is already looking at or replying to a conversation
Assign conversations, or hand them out in turn automatically
Internal notes your customers never see
Drafts saved as you type, and a Drafts tab to come back to them
Saved replies everyone on the team can use
Each person chooses which alerts they get, by email or on their phone

Questions people ask

Can someone write articles without being able to publish them?: Yes. Invite them as a Contributor. They can draft and edit, then submit for review with a note. An admin publishes it from Suggested changes.
How do we avoid two people answering the same email?: The inbox shows who is looking at or replying to each conversation, on the list and in the conversation itself, before you start writing.
Can people outside support see what's happening?: Yes. Viewers can read every article and conversation without being able to change anything.

Works together with

Bring your team in

Invite them by email and choose what each person can do.