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Keep your help center current: a monthly maintenance routine

A help center that was right at launch drifts out of date as the product changes. Customers follow an old screenshot, fail, and write in. A short monthly routine keeps the articles trustworthy without turning into a project.

Last reviewed

Give every article an owner and a date

Each article needs one person responsible for it and a last-reviewed date. Without an owner, nobody notices when a button is renamed. Without a date, you cannot tell what has been checked and what has not.

Tie updates to product changes

The cheapest time to update an article is when the product changes. Add a line to your release checklist: which help articles mention this feature? Edit them the same day the change ships.

Review the articles people actually read

Do not try to check everything every month. Sort articles by views and by how often tickets mention them, and read the top ten. A wrong article that gets traffic costs far more than a wrong one nobody opens.

Use tickets as the signal

When a customer writes in after reading an article, the article failed. Tag those tickets with the article link. A few tags on the same article tell you what to rewrite first.

Retire what you cannot keep right

Delete or merge articles about retired features, and redirect them to the nearest current page. Fewer, correct articles beat many uncertain ones. Keep a short list of what you removed in case a customer asks.

Questions

How often should I review help center articles?

Check the most-read articles monthly and everything else once or twice a year. Update any article on the day the feature it describes changes.

How do I know which articles are out of date?

Look for tickets that mention an article, searches with no results, and articles whose last-reviewed date is older than the last change to the feature.

Should I delete old articles?

Delete articles for features that no longer exist, and redirect them to a current page. Keep articles about older versions only if customers still use them.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.