Enabling a culture of knowledge management in your team
Hey everyone, I’m Beth, Help Center Manager here at Intercom. Besides creating articles, one of the most important duties of managing a Help Center is making sure those articles are kept up-to-date and helpful. Our articles are not only used by our customers, but are also seen and shared by our support reps. Equipped with their deep knowledge of Intercom’s products and features, they’re often the first ones to spot content that looks stale or inaccurate, so who better to flag it than our own Support team, and what better place than from the article itself? By setting up an inbound Workflow from our Help Center, support reps can make article update requests or submit new article ideas, straight from the Messenger. Their request details can either be captured in the conversation thread, or by sending a ticket. These requests are automatically triaged into a specific Workflows, where I can easily pick them up. Tickets are great for capturing all the details needed to action the request, a
