Product-limitation FAQ with best alternative path
When the product cannot do the requested job, publish a help article that says so plainly and routes the reader to the closest workable path instead of leaving support to repeat the same dead-end answer.
Why this can grow a startup
A lot of support volume comes from users asking for something the product does not do. If the archive only documents happy paths, the help center trains users to open a ticket for every limitation. A blunt article with the nearest workaround saves support time, keeps searchers from bouncing on vague copy, and makes the product feel more honest.
Company example
Intercom's search guidance uses article examples about product limitations and recommends being direct about what the product can and cannot do so users can find the right answer.
Source and metric
Source: Intercom Help · Browse Intercom Help tactics
Intercom recommends articles that answer limitation searches directly instead of forcing users into support follow-up
Source discovered: May 27, 2026
When to use it
Use this when Support, SEO, Customer Success is relevant to help center, expectation setting, brand trust and you can run a bounded test with a free budget.
When not to use it
Do not use it as a substitute for customer evidence, a clear owner, or a measurable stop condition. Local platform rules and market behavior still need checking.
Founder checklist
- Read Intercom Help and identify what is directly supported.
- Choose one channel context: Support, SEO, Customer Success.
- Define the test around Intercom recommends articles that answer limitation searches directly instead of forcing users into support follow-up.
- Set an owner, evidence window, and stop condition before launch.
Explore the context
Apply this with an operator
Turn isolated search tactics into a crawlable visibility system tied to demand and proof.