Great minds think alike

This is from the POV of a client that is using the Knowledge Base   Currently: 1. using the search bar, you search for a term (e.g., Contact) 2. you see the search results for the articles within the Knowledge Base that contain said term - Contact 3. you see an article that you think could be informative, you click on it, and it takes you to the article 4. but, the article contents are broad and you now have to search within the article to find where it talks about Contacts   The Idea: It would be really great if the search results would not only yield all articles that contain the searched term, but they also include the Anchors that have been embedded within the articles.   Meaning: 1. you search for Contacts 2. there's a search result for an article that has an anchored subheading within it titled - Contacts 3. you click on it and it takes you directly to a specific (anchored) spot within the article contents   This would be really applicable to FAQ articles where each FAQ can be anchored.   Thanks! ...read more

Part of the KCS - to build quick and re-usable content for a global internal customer support team it would be great to be able to return 'draft' KB articles in the internal search.    We want to allow our global team to put in draft articles....at some point right from the ticket...so we can share captured knowledge and as a global team build on the knowledge as things escalate, as we work on a solution, and once a solution is found then make public either internal only or to our help center to help self help and ticket defection. Thanks ...read more

Adding this in so you can consider...part of getting KCS certified. It would be great if we could link tickets to KB articles and be able to see the links in a tab on the articles. This is so we can see groupings of cusotmers having the same process or product issue.    We want to follow the KCS model, high level ever engagement with a team member or customer is the opportunity to pass knowledge. If you have a product defect and the customer submits a ticket, you can start a new KB draft on the ticket, frame it out quickly, and now the internal team can search and view the draft KB as a working article until curated and formalized. Say the issue is a defect, you can then link all customer requests to the KB article for tracking, once the issue is fixed - hoping for some integration with dev tracking to link defect IDs to tickets - once fixed then it is easy to update the KB, communicate to all the linked ticket owners and customers, etc.    Anyway, I have not tested if the internal search will bring draft articles to the team with a draft status, that is going to be my next idea to post - Please review the KCS and help elevate the use case for the KB to ticket to defect to help center use case - glad to help and talk with anyone on the KCS if you want.  ...read more

Having set up our knowledge base, which is great, we now would LOVE to be able to have a 'frequently asked questions' section which would appear on the homepage.   This would ideally be automated, and show frequently asked questions, or popular articles that are clicked on regularly.    Easy way to automatically direct our users to common questions, which will save time for everyone in the long run! ...read more

We have a few articles on our Knowledge Base, which are solely software application downloads. Currently, we have to write a few lines in an article which says 'To download the application, click here', so the user has to click on the article title, read the text, and then click to download the software - this is too long. Ideally, when they're on our KB and read the article title, if they click on the title, it doesn't take them to the article, instead either the application starts auto-downloading, or they're re-directed to an external URL. This would cut out a lot of hassle for the user, and allow them to get what they want, faster. ...read more

Greetings team, I would like to propose an idea to make the tags visible on the article page.   Why: I'll tell you a use case which will give you a clear picture of why we want to do this. Given that we have different products and each product has n number of versions depending on multiple releases over time, in this case, we want to tag the articles to their respective versions and at the same time, the end-user should be able to see the product versions that the article is applicable for.   Since we have only 2 levels of categorization (main category & sub-category) there's only so much we can do to handle this scenario.    I understand that every business works differently, so we can include a toggle to show/hide tags on the article page. ...read more

After Unpublishing/Archiving an outdated article, it would be incredibly helpful to be able to query the KB for any articles where that old link exists. That way, it could be corrected - so that our customers aren't met with a dead link down the line.    Of course we try to address all articles that we know about that might contain the old link...but there are a lot of sneaky ones! Would be great to be pro-active on these.   Thank you! ...read more

It would be helpful to be able to set a workflow based on the "helpful" or "not helpful" rating in KB articles. If a KB article is not helpful or has an issue, we would be able to receive a notification to review and adjust that article.  ...read more

The possibility to add and edit icons should be added to the rich text bar in Knowledge Base. It is a very handy and a really nessicary feature to add icons in help articles. This can be used to indicate buttons, improve readability, etc. This feature is already available in other parts of HubSpot and other Help Site solutions have this feature. Below is an example from Canva's help site, where they use icons. It is a simple thing but it improves the overall look of a help site a lot and makes explaining different things a lot easier. ...read more