> ## Documentation Index
> Fetch the complete documentation index at: https://assembly.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Helpdesk

> Publish a branded library of guides, videos, and templates that clients browse by topic and search on their own, with control over who sees each resource.

> [!NOTE]
>
> **Template.** You can change anything about this app by describing it in its build chat. See [App templates](https://assembly.com/docs/building-new-apps/app-templates.md).

Build a library of guides and resources for your clients. Your team writes resources, groups them into topics, and publishes them when they're ready. Clients read them in your client experience like a documentation site, search across everything they can see, and save the ones they come back to.

**Category:** Knowledge base · **Used by:** your team and your clients · **Works with:** CRM

## Features

* Topics that group your resources, in an order you set by dragging
* Resources written in a rich-text editor, with headings, lists, quotes, callouts, images, files, and YouTube, Vimeo, or Loom videos
* Resource types to label each resource, starting with **Guide**, **Template**, **Video**, **Article**, and **Other**, which you can rename, add to, or remove
* Two statuses: **Draft** and **Published**. Clients never see drafts
* Visibility on every resource: all clients, chosen clients and companies, or anyone whose custom field matches a value
* Preview as any client, company, or custom field value to check what they see
* Search and filters by status and type for your team, and search for clients
* A **Saved** list where clients keep the resources they use most
* Archive for topics and resources you want to hide without deleting them
* A tab on each client's and company's CRM page listing the resources visible to them

## How to use it

### For your team

> [accordion] Create a topic
>
> 1. Open the app and click **New topic**.
> 2. Enter a **Name**, such as Onboarding.
> 3. Click **Create topic**.
>
> Drag topics in the list to reorder them. This is the order clients see topics in.

> [accordion] Write a resource
>
> 1. Open a topic and click **New resource**.
> 2. Enter a **Title**, and pick a **Type** and a **Topic**.
> 3. Optionally add a **Description**. Clients see it as a short summary.
> 4. Write the **Body**. Use the toolbar for text styles and lists, and the more actions menu to add a quote, callout, video, image, file, or divider.
> 5. Click **Save**. The editor tells you when you have unsaved changes, and warns you before you leave with unsaved work.
>
> Drag resources inside a topic to set their order. Clients see them in this order, with a **Next** link to the following resource.

> [accordion] Publish a resource
>
> In the resource editor, turn on **Published** and click **Save**. The resource goes live to the clients who can see it. Turn **Published** off to move it back to a draft. You can't publish a resource that still has an empty video, image, or file block. Finish or remove it first.

> [accordion] Choose who sees a resource
>
> In the resource editor, use the **Visibility** card:
>
> * **All clients**: everyone with portal access.
> * **Pick clients & companies**: search and add any mix of clients and companies. Adding a company includes every client in it.
> * **Match a custom field**: pick a client or company custom field and a value. Anyone whose field matches can see the resource. Only multi-select custom fields can be used.
>
> Click **Save** to apply the change.

> [accordion] Preview what a client sees
>
> 1. On the **Topics** page, click **Audience** and choose all clients, a client or company, or a custom field value.
> 2. Topic counts update to show how many resources that audience can see. Topics with nothing visible show as **Hidden**.
> 3. Click **Preview as** to open the library the way that audience sees it.
>
> You can also click **Preview** in the resource editor, or the preview icon next to any resource in a topic.

> [accordion] Find a resource
>
> On the **Topics** page, use **Search resources by title**, or filter by **Status** and **Type** in the left panel. On smaller screens, click **Filters**.

> [accordion] Archive or delete
>
> * **Resources:** click the archive icon next to a resource in its topic, or choose **Archive** from the editor's actions. Archived resources are hidden from clients. Choose **Unarchive** to bring one back, or **Delete** to remove it for good.
> * **Topics:** from a topic's actions, choose **Archive topic** to hide the topic and everything in it from clients, or **Unarchive topic** to show it again. **Delete topic** permanently deletes the topic and every resource in it. This can't be undone.
> * Use **Rename topic** to change a topic's name.

> [accordion] Manage resource types
>
> Choose **Manage types** from the actions menu on the **Topics** page, or click **Add or edit types** in the left panel. Add, rename, or remove types. You can't remove a type that resources still use, and you have to keep at least one type.

> [accordion] See a client's resources from the CRM
>
> Open a client or company in your CRM and go to the app's tab. It lists the published resources currently visible to them, grouped by topic.

### For your clients

> [accordion] Browse and read resources
>
> Clients open the app on the first resource in your library. Topics and their resources are listed in the side navigation, and each resource shows an **On this page** outline and a **Next** link. They can preview and download files attached to a resource.

> [accordion] Search
>
> Clients click **Search resources** to search the titles and descriptions of everything they can see.

> [accordion] Save resources
>
> Clients click **Save** on a resource to add it to their **Saved** list, and click it again to remove it. **Saved** is at the top of the navigation.

Clients only see resources that are published, not archived, in a topic that isn't archived, and visible to them under the resource's **Visibility** settings. Team members with limited client access can only see, edit, and preview resources for the clients and companies they have access to.

## Set it up

**1. Add the template**

Click **Add App** in the Dashboard sidebar. Find **Helpdesk** under **Start from a template**, or scroll down to **Browse all apps** and pick the **Knowledge base** filter.

**2. Try it as your team**

The app lands in your sidebar as a draft. Create a topic, write a resource, turn on **Published**, and limit its visibility to your test client.

**3. Check the client side**

In the builder's **Client view**, pick your test client to browse, search, and save the resource.

**4. Publish it**

Publish the app with visibility set to **Hidden from all people**, or on plans with custom visibility, limited to your test client. Sign in as your test client to try it in the real client experience, then make it visible to the clients who should use it. See [Launching apps](https://assembly.com/docs/building-new-apps/launching-apps.md).

## Change it with the app builder

This app is a template, so you can change anything about it by describing what you want.

**1. Open the build chat**

Open **Helpdesk** from your Dashboard sidebar, click its name at the top, then click **Switch to builder**.

**2. Describe the change**

Write what you want the way you'd ask a teammate. Say who it's for and where it shows up, such as your team's topic list or the client's reading page.

**3. Check the preview**

The app builder makes the change and updates the preview. Switch between **Team view** and **Client view** to check both sides, and pick a client to see it as them.

**4. Publish**

Click **Publish** when you're happy. Until you do, your clients keep seeing the last published version.

Changes people often make to this template:

* "Group resources by service and pin the onboarding guide to the top"
* "Notify clients when a new resource they can see is published"
* "Show my team how many times each resource has been viewed and by whom"
* "Let clients rate whether a resource was helpful"
* "Add a Last updated date to each resource and show it to clients"
* "Let clients filter the library by resource type"

See [Iterating on apps](https://assembly.com/docs/building-new-apps/iterating-on-apps.md) for how to describe changes well and how to go back to an earlier version.

To rename the app, or change who can see it and how it notifies people, click its name at the top and choose **Rename app** or **Manage app**.

## Related

> [card] [Data room](https://assembly.com/docs/apps/data-room.md)
>
> Securely share sensitive documents

> [card] [Internal wiki](https://assembly.com/docs/apps/internal-wiki.md)
>
> Playbooks and guides for your team

[View this template on assembly.com](https://assembly.com/templates/client-resource-library)


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