Finding answers: knowledge base & search
The knowledge base is our library of how-to guides and answers for every Themeasy product. Most questions are already written up here, so it's the fastest place to look before you open a ticket.
Search first
Search the knowledge base first — many answers are already written up, and you'll often have your fix before an agent could even reply. Your dashboard also surfaces recommended articles.
Browsing the knowledge base
Open the Knowledge base — Knowledge base in the account sidebar and in the account menu, or Documentation in the footer. The home page (heading "Knowledge base") has three parts:
- A Search articles… box at the top.
- Start here — a short strip of hand-picked articles for someone arriving new: getting started, licenses, downloads, installing the theme, the setup wizard and installing the plugin.
- Browse by product — one card per product (Themeasy Hub, Themeasy Theme and Themeasy Plugin), each with a one-line description and its article count. Under every card, its categories are listed as collapsible rows showing how many articles they hold; the first one is open. Click a row to expand it and pick an article.
The address changed
The knowledge base lives at /docs. Older links that start with /kb still work — they redirect to
the same page under /docs.
The sidebar
On every documentation page, a sidebar on the left lists the same products. The product you're reading is expanded to show its categories and articles, with the current article highlighted; use the arrow next to a product name to open or close it, or click the name itself to open that product's page.
Product and category pages
Clicking a product card — or a product name in the sidebar — opens a page at /docs/category/{slug}
that lists every article for that product, with its categories shown as clickable badges at the top.
Clicking one of those badges, or a category name in the sidebar, narrows the list to that category. A
breadcrumb trail at the top leads back to the knowledge base.
Reading an article
Click any article title to open it. An article page gives you more than just the text:
- Breadcrumbs — the trail from the knowledge base through the article's category.
- On this page — a table of contents built from the article's headings, shown beside the article on wide screens. Click an entry to jump straight to that section; the section you're reading stays highlighted as you scroll.
- Category badges — the categories the article belongs to, so you can jump back to similar guides.
- Previous / next — links at the foot of the article to move through a topic in reading order.
- Related articles — up to four more articles on the same subject, below the article.
Was this article helpful?
At the end of every article you'll see the prompt "Was this article helpful?" with two buttons: 👍 Yes and 👎 No. Clicking one records your vote against that article and shows "Thanks for your feedback!" — it's an anonymous signal that helps us spot which guides need improving. It doesn't open a ticket, so if you still need help, head to tickets.
Searching
Use the Search… box in the top bar (or open Search directly) to look across everything at once. Press Ctrl+K — Cmd+K on a Mac — to jump to the box from anywhere. Type your query, press Enter, and the results are grouped into two sections:
- Your tickets — matching tickets from your own history, each showing its number, subject and status. This section appears when you're signed in.
- Knowledge base — matching published articles, with a short summary of each.
If a section has nothing to show, it says so ("No matching tickets." or "No matching articles.") rather than leaving you guessing. On a phone the top-bar box is hidden — open the Search page instead.
Two search boxes, two scopes
The Search… box in the top bar searches both your tickets and articles together. The Search articles… box on the knowledge base home searches articles only: it lists them under "Results for …" with their categories, and a Clear button takes you back to browsing.
Ask the support assistant
When the support assistant is available, a round chat button sits in the bottom-right corner of every page. It opens the Support assistant, which answers questions from this knowledge base ("Hi! Ask me anything about Themeasy and I'll answer from our knowledge base.").
- Type your question and press Send. The answer links to the articles it drew on.
- When it can't help, it offers an Open a ticket button that starts a new ticket with your conversation already filled in.
- If you've turned on Opt out of AI processing in your notification preferences, the assistant doesn't process your message and points you to a ticket instead.
Language
Articles are written in English. The rest of the Hub is available in six languages, but on documentation pages the language switcher in the footer shows English only — see getting started.
Related
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