How to add FAQs to a WordPress support site

Start with questions customers ask repeatedly in tickets, chat, email and sales calls. Write the answer in plain language, put the direct answer first, and link to a detailed guide only when necessary.

Group similar questions into areas such as account access, billing, setup, troubleshooting and refunds. Avoid publishing internal details, private customer information or promises your support team cannot keep.

In the WordPress dashboard, create a page called Frequently asked questions or Help centre. Add a short introduction explaining what the page covers, then add a heading for each category if the list is more than a few questions.

Keep the questions specific. How do I reset my password? is more useful than Accounts, and it gives visitors a better way to scan the page.

For the manual route, insert a Details block for each question. Put the question in the summary field and the answer inside the expandable content. The Details block is intended for FAQ pages and can be set to open by default. Giving related Details blocks the same name groups them into an accordion, so opening one closes the others.

If your WordPress installation provides the core Accordion block, use it for a longer list. Add an Accordion item for each question, place the answer in its panel, choose a consistent heading level and decide whether several items may stay open.

This route is usually fine for a small, mostly static FAQ. Its drawbacks are that you must edit the page manually, there is no built-in FAQ library or search across entries, and categories, analytics and ticket connections need separate work.

Use headings for broad categories and keep each answer focused on one task. Within answers, add links to setup guides, account pages, status information or the form for contacting support. Put links and buttons inside the answer panel, not inside the clickable question heading.

Do not hide the only route to human support behind the FAQ. Add a clear link such as Still need help? after the relevant answers and at the bottom of the page.

Preview the page on a phone and desktop. Open every question, test every link, check that headings follow a sensible order and confirm that text is readable when an answer is expanded. The core Accordion block is designed with accessible buttons and expanded-state behaviour, but your theme or custom CSS can still make controls hard to see.

If an accordion stops opening after a theme, page-builder or plugin change, inspect the browser console, temporarily test with conflicting plugins disabled, or recreate the affected block. Support threads repeatedly report broken or stuck accordion instances after updates, so keep a copy of the page before making major changes.

Use SupportCandy FAQ Integration when the support site needs a searchable FAQ library, categories, a shortcode for placing FAQs in different areas, or a direct relationship between FAQs and SupportCandy tickets. Install the plugin from its ZIP through the WordPress plugins screen, activate it, add and categorise the questions, then place the FAQ output where visitors need it.

The manual block approach remains the better choice for a small FAQ that one editor can maintain. A managed integration becomes worthwhile when the list is growing, visitors need search, or agents should be able to move from an unanswered question into the ticket workflow.