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Welcome to the Internal Support Portal!

How To Write & Submit a Support Article for Review

Krista Staples
  • Updated
How-To-Write--Submit-a-Support-Article-for-Review2.gif


mainicon.png Purpose

Briefly describe what this article helps users achieve. In this case, this article is to review how to write a support article.  This process includes examples for formatting and how to submit for review.

Example: This guide will walk you through how to access and navigate the Customer Service platform, including key tabs and tools relevant to support workflows.

 


mainicon.png Prerequisites

List any requirements needed in your article before diving in! 

For this article's purposes, please make sure you choose the 'Structured' brand for customer-facing articles and 'Structured Internal' for Internal/Support documentation.

 

Once you are in the correct brand, click on Add → Article to get started.


mainicon.png Main Formatting Guidelines
 

1. Main Sections

  • Use: Heading 2


     

  • Style Tip: Use title case (capitalize first letter of major words)

  • Do not Bold

  • Examples:

    • Step-by-Step Instructions
    • Tips & Best Practices
    • Frequently Asked Questions
       


2. Sub-Sections

  • Use: Heading 3


     

  • Style Tip: Use title case (capitalize first letter of major words)

  • Do not Bold

  • Examples:

    • Step 1: Navigate to the Profile Tab
    • Step 2: Fill in your Company Information
    • Step 3: Download your Customized Certificate
       


3. Body Text

  • Use: Normal paragraph style

  • Tone: Clear, helpful, and concise

  • Optional Features:

    • Bold important terms: Profile tab, Download button, Marketing Center, Save 

    • Use bullet points for lists

    • Use numbered lists for steps
       


4. Callouts and Notes

  • Use: Italics or blockquotes

  • Examples:

    • Note: Make sure all fields are saved before downloading.

    • Tip: You can edit your profile at any time from the main navigation.


5. Links & Buttons

Example Button Link & Label

 

  • Click on the box, and then click on the pencil icon to edit:


     
  • In between the " " update the URL that you want the link/button to go to.


     
  • Add the button label text and then click 'Apply'


6. Screenshots

  • Use: Snagit Editor

  • Latest Build: Snagit 2025.3.1.7988

  • Install Link (Permission required from Leadership for licenses)


Examples:

When highlighting a menu item or section, use the 'Spotlight & Magnify' Effect. 

  • Zoom 100%

  • Dim 25%

  • Blur 0%

 

When placing a border, use the Border Effect.

  • Color 055a79
  • Width= 3

 

When using an arrow:

  • Width= 5
  • Opacity 100
  • Color: 055A79 or D7FBB2


mainicon.png After You Have Completed Writing the Article

Choose the 'Placement' - Where do you think the article should be placed/stored in the Support Portal?

Note: Your article will not save unless the Placement has been selected.
 


mainicon.png Save Your Article

Once you save the placement of the article, you must 'Save' the article in order to move on to the next step.
 

 

 

mainicon.png Next Step is to Put the Article in 'Awaiting Review'

After your article is saved, select the 'In Progress' dropdown and then select 'Awaiting Review'.
 

 


mainicon.png Review Process

Once your article is in 'Awaiting Review' status, please reach out to Krista Staples directly in Slack to let her know. Krista will review the article for accuracy and formatting and publish.  

Once the article is published, Krista will get back to you and let you know your article has been published! 
 


Thank you so much for your contribution to our Knowledge base!

 

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