topic Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet in Knowledge Base Tool

Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

bsm007 — Tue, 01 Apr 2025 16:07:06 GMT

We received the warning of the Knowledge Base migration coming July 2025, and we were eager to get ahead of this and explore the new features. We completed the migration but did not Publish as we noticed severe shortcomings in the KB theme editor compared to the current version.

Here is a quick list:

'Submit a Ticket' URL is missing from Header and Footer
Footer: social icons are no longer the colored versions (we recognize that each icon can be changed manually)
'Customer Portal' URL is missing from Header and Footer
Footer: The address is '123 Waverly Pl., Boston, MA 02135 (assuming this is HubSpot's address) -- why not pull from our Brand Kit for the footer address?
'Related Articles' URLs are missing from Footer
Was this article helpful? with Yes/No buttons are not labeled in the article preview (so we assume this is not functional when published).

The legacy Knowledge Base is much much better! It seems like HubSpot rolled this out way too early to users before refining the UX and formatting.

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

kennedyp — Tue, 01 Apr 2025 21:56:56 GMT

Hey @bsm007! Thank you for getting ahead of this migration and exploring the new tools--this feedback is super valuable. I'd love to see if @danmoyle, @TomM2, and @GiantFocal have any similar observations of the differences between the legacy and new KB tool. Any advice or agreements? Thanks!

As always, you can create a post on our Ideas Forum here & if you share the link, I can share it directly with the product team. If you find a similar idea, give it an upvote and share your unique use case in the comments.

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

MarcelMW — Wed, 02 Apr 2025 11:21:37 GMT

Hi @kennedyp,

Having the same issues as @bsm007 with the migration. I did reach out to HubSpot Customer Support, and they are investigating. I hope they can fix this before the 30-day deadline, as my understanding is they will delete the legacy knowledge base. The only reason I did it is that it mentioned they would do it otherwise during the start of 2025 (so I was thinking this might be in the next few days/weeks). I would much rather control the migration and notice issues like this than have it just happen.

We also noticed that categories did not migrate properly and they have been renamed, as well as new once having been added that we never had before (with some articles being moved to the new once).

For the social icons, we didn't have any of them on the legacy knowledge base, so I was very stunned that they showed up. You also can't easily remove them, which is a shame.

I am not sure what will happen to the article feedback, for me it shows up without the "Was this article helpful?" text, but I do see the Yes and No buttons, but without the Yes or No text in the button.

Lastly, we also had the language header show up even knowing our knowledge base is only in English, so now we have a grey header showing, which does not quite fit into the design of our knowledge base.

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

TomM2 — Wed, 02 Apr 2025 14:42:10 GMT

Great points @bsm007 I've found the styling extremely difficult and we've been sticking to the older version for now.

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

JessKing86 — Mon, 07 Apr 2025 19:24:49 GMT

We did the migration of 2 KB's and it was a pretty big disaster-- unfortunately in our experience it was several steps back, and not at all what we'd expected. The styling is definitely more limited, the ability to edit a theme is non-existent (we migrated primarily because we were pumped that we could edit the same way we do our website), and our categories/subcategories were a hot mess. We've espent the last 3 weeks cleaning it up and trying to fix things-- I reached out to support several times about reverting back and/or trying to fix the issues, but once you're migrated, that's it- I'd highly advise waiting until it's more baked out.

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

kennedyp — Mon, 07 Apr 2025 23:23:15 GMT

Hi all! Thank you again for your feedback. I floated this to our incredible KB Product Managers @audreymccully and @Amber Bachlani 😊 Tagging them in here so y'all can connect directly about these roadblocks.

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

HMaginness — Tue, 08 Apr 2025 13:31:15 GMT

Having the same issue with our knowledge base! It's unfortunate that HubSpot did not manage expectations.

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

audreymccully — Tue, 08 Apr 2025 16:03:03 GMT

Thanks all for the feedback! We're reaching out to everyone in this thread invdividually 🙂

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

JVento — Fri, 02 May 2025 17:12:09 GMT

We moved to the "updated" KB over a week ago. The Theme is terrible to edit and the color scheme from our website or our legacy KB didn't come over so everything had to be recreated. There's no title to the page that states "Knowledge Base" or "Help Center". Even though we had over 200 published articles and a few drafts, we have one category where only 5 of 37 articiles came into the migrated KB. The articles were not on the live KB nor were they in the manage listing. I found them while looking at the categories page and had to republush them from there. Even though they appear published they are not available to our users. A week ago, I asked that our KB be reverted back to the legacy KB. 3 days later I asked for an update and received none. Now that it's been a week and we have articles we need to update and create, I pushed this migration forward. Still no response from support. There are bugs on the manage page - no listing of the number of articles in each status, filtering by category only works some of the time. My recommendation would be to hold as long as possible before updating.

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

ClaireBIGENIUS — Wed, 14 May 2025 14:30:10 GMT

+1 on all these feedbacks. I also migrated my Knowledge base (670 articles) on end of March and started several weeks of problems to manage due to a lot of bugs:

- categories and sub-categories names were old version of names and not the last one

- theme is completely down according to the legacy knowledge base

- article order was not kept inside categories and subcategories (so nice to do it again manually for 670 articles and non less than 29 sub-categories...)

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

HHamann — Fri, 21 Nov 2025 17:47:22 GMT

This is the worst update I have ever seen from HubSpot. This new editor is terrible, and whoever is in charge of the UI over there needs a review. This has completely ruined the overall look and feel of our KB and the worst part is that I can't even make it look somewhat similar to the previous one. And now we are stuck with this until they make updates to the editor for to be able to customize it to our brand.

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

BérangèreL — Wed, 26 Nov 2025 09:41:03 GMT

Hi @HHamann and thank you for sharing this candid feedback about the new Knowledge Base Theme Editor on the HubSpot Community.

I hear your concerns about the limited customization and the impact on your KB’s appearance.
We know a lot of users value flexibility to match their branding, and your input is incredibly helpful as we continue to improve the editor.

Can you share more about the specific features or customizations you’re missing from the previous editor?
This will help us better understand your most urgent needs and pass them directly to our product team.

We’re committed to making the editor work better for everyone and are actively collecting feedback like yours for upcoming updates.

Thank you,
Bérangère

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

bsm007 — Tue, 27 Jan 2026 18:49:22 GMT

referencing 'Can you share more about the specific features or customizations you’re missing from the previous editor?' -- I shared feedback in the original message of this thread on Apr 1, 2025 -- have these been addressed?

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

bsm007 — Tue, 27 Jan 2026 18:59:16 GMT

I noticed this issue with 2 of our articles that did not migrate: “Article is too large and exceeds the 250K character count allowed for KB articles.” – we are now limited, whereas we were not before?

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

STierney — Tue, 27 Jan 2026 19:52:01 GMT

Hey @bsm007 - thanks for following up here!

I noticed that @audreymccully mentioned reaching out to everyone posting in this thread. Can you please confirm whether or not you heard from them?

Shane, Senior Community Moderator

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

bsm007 — Tue, 27 Jan 2026 21:02:16 GMT

Yes, the outreach was simply to submit a support ticket. Not helpful when I have already outlined issues here. There seems to be a groundswell of disappointment with this KB rollout.

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

STierney — Tue, 27 Jan 2026 23:55:35 GMT

Hey @bsm007 - we definitely hear you, and we do apologize for the frustrations the new editor has caused you, and others.

While I realize this is not an immediate fix, I highly recommend posting the need for these features in our Ideas Forum. This would allow other users to upvote your idea, expand on it, and echo these needs directly to our Products Team. As we continue to expand our products, it's important we listen to what our users want and need. I believe this would be the best platform to express that.

Shane, Senior Community Moderator

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

audreymccully — Wed, 28 Jan 2026 15:08:05 GMT

Hi @bsm007, I send you a DM as well, but for everyone else on this thread, yes, the issues you listed have all been addressed!

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

bsm007 — Wed, 28 Jan 2026 15:30:49 GMT

I spent more than 2 hours yesterday updating the formatting and shortening articles so I could publish the migrated knowledge base. I was able to resolve most of the issues in my original post above. Of those original items, it looks like I need to locate new social media icons if I want them to be colorful as they were before. I also ran into an issue where the category images are much smaller than in the legacy platform - I opened another support ticket for this issue.

Re: Knowledge Base Migration - Theme Editor extremely lacking - don't migrate yet

bsm007 — Wed, 28 Jan 2026 15:37:50 GMT

Oh, I also noticed that I had to change the copyright year in the footer needed to be manually changed. I expected this to change automatically as it does for our website.