How to delegate · Customer support
How to delegate help center articles
Delegate your help center by having your support hire turn repeat tickets into articles. Give them editor access, an article template, and screenshots or product access. Each week they write or update a few articles from the top ticket reasons, link them in canned replies, and retire anything out of date.
How to delegate help center articles, step by step
1. The SOP outline
- Pull the top ticket reasons from last week's tags.
- Check whether an article exists; update it or draft a new one.
- Write with the template: question as title, short answer, then steps with screenshots.
- Send drafts for review, then publish and link from canned replies.
- Review old articles monthly and archive outdated ones.
2. Access and tools to set up
- Editor access to your help center or knowledge base.
- A test account or product access for screenshots.
- An article template and style guide.
- Ticket tag reports from the help desk.
3. What good looks like
- The most common questions each have a clear article.
- Canned replies link to articles instead of repeating steps.
- Articles match the current product.
4. Weekly metrics to review
- Articles published or updated.
- Tickets on topics that now have an article.
- Article views and helpful votes.
Mini SOP checklist
- Review last week's top ticket tags
- Update or draft the matching article
- Use the template and add screenshots
- Get review, then publish
- Link articles in canned replies
- Archive outdated articles monthly
Who to hire for help center articles
Customer Service Representative. A full-time Customer Service Representative from the Philippines is $1,800 a month through Rekruuto. Every hire works your hours, starts within 14 days, and begins with a 1-week trial backed by a replacement or a refund.
Free tool for this handoff
VA job description generator: Turn the tasks on this page into a ready-to-post job description in a couple of minutes.
Related tasks to delegate
- How to delegate customer support email
To delegate customer support email, give your hire a help desk login, a library of approved replies, and a clear escalation list for refunds, legal issues, and angry customers.
- How to delegate SOP writing
Delegate SOP writing by recording yourself doing the task once while you talk through it.
- How to delegate customer onboarding
To delegate customer onboarding, map the steps from signed deal to first success: welcome email, kickoff call, setup tasks, and check-ins.
Questions about delegating help center articles
Who should write help center articles, support or marketing?
Support, because they see the questions every day. Marketing can polish tone, but the person answering tickets knows what customers actually get stuck on.
How long should a help article be?
As short as the task allows. Lead with the answer in one or two sentences, then numbered steps. Split long articles into separate questions.
Who should I hire to handle help center articles?
A full-time Customer Service Representative. A full-time Customer Service Representative from the Philippines is $1,800 a month through Rekruuto. Every hire is a full-time professional based in the Philippines who works your hours, starts within 14 days, and begins with a 1-week trial backed by a replacement or a refund.
Hand help center articles to a full-time hire
Rekruuto places full-time professionals from the Philippines who work your hours. Most roles are $1,800 a month; software developers and AI Implementation Specialists start from $2,500 a month. Candidates pass top 2% vetting, every hire starts within 14 days, and the first week is a trial with a replacement or refund.