Grandes mentes pensam igual

Snaedis · ‎set 7, 2020

There have been a number of different posts in the Community which are about the same core need (customizing the styling of the knowledge base), but many have been marked as "solved" or "delivered" because of options that get you part-way there. I'm consolidating those into this post so we can more easily track this need. This post should not be marked as solved or delivered until a knowledge base can be fully customized in layout and styling. I've spoken with many customers who still want more flexibility in knowledge base styling, including: Custom layouts for index pages and articles More fonts and styling options to better align KB with the rest of a business's website For those of us who are working to improve the HubSpot product, it's incredibly helpful to have example use cases from our customers, and the posts here on the Community play an important role in our prioritization process. Giving you more flexibility in KB styling is something we'd like to do, and when we have the bandwidth to dig into this project we'll look to you all for guidance on how to best support your needs. So if customization is important to you, please add your voice to this thread! For reference, I'm listing here the other posts which are related to this topic: More formatting options for Service Hub knowledge base (156 upvotes as of Sept 7, 2020), by @matthew_stibbe Knowledge base styles (68 upvotes as of Sept 7, 2020), by @radko See all articles in a category while viewing an article (3 upvotes as of Sept 7, 2020), by @LiamW Knowledge base editor numbered list can't be continued after importing image (12 upvotes as of Sept 7, 2020), by @zachallen HTML editor in knowledge base? (6 upvotes as of Sept 7, 2020), by @MartinTexada

Brandonbaker · ‎set 17, 2018

The ability to create more than one Knowledgebase. Similar to having multiple conversation inboxes or ticket pipelines. This allows for knowledgebase segmentation. Could be for Internal Vs External or Client Vs Prospect (Sales Vs Support)

atma · ‎jun 16, 2018

Allow customers to log in and see their Ticket inbox, history, statuses, replies etc. Ideally integrate this with Knowedge Base too.

Herschel · ‎dez 10, 2019

Present visitors who mark a Knowledge Base article as unhelpful with a form to submit specific feedback as to why the article was not helpful. This would allow us to actually address the issues that visitors are experiencing. Idealy with the feedback form would allow for the option for both multiselect choices of common issues and open text fields for more specific feedback. Would be great to be able to see this feedback data from the Knowledge Base Insights dashboard.

Brycelbrewer · ‎mar 20, 2020

It would be very useful to have the same article appear in different categories. I'm sure several use cases exist and many (if not most) users would find benefit from this. I have two simple use cases that we would benefit from but I'm sure that there are more out there. The first use case that we organize content in two ways - by type of product and media type. We put all of our videos in one spot but would like to have those videos show up in applicable product categories as well. The second case is we separate our Knowledge Base by the type of product. However, some articles would be applicable to more than one product so it would be nice to be able to multi-list it and have it show up in more than one spot. In the current state, we have to either duplicate articles (and sometimes 3 or 4 times) or we have to choose the most applicable and hope our customers find it. I did find this in the community and kudoed long ago but went to check on it and it wasn't in ideas so I decided to post it here.

claw · ‎dez 2, 2018

It will be nice if there's an option to export KB articles 🙂 As we do have the option to do so in website pages, landing pages and blogs.

LiamW · ‎jan 31, 2020

I would like the ability to report on Knowledgebase article creation in the reports section of HubSpot. Right now the Dashboard provides views over time and specific article views, but to see published articles, drafts, or archived articles you have to be in the Knowledgebase inside of Service Hub. I also believe it would be beneficial to have the ability to show the other fields from "Insights" in the reporting dashboard (i.e. total searches, searches with no result, most searched terms). Being able to see the data in a presentable dashboard is important for many reasons, but as organizations scale Knowledgebase reporting is as important as ticket reporting.

The_Dude · ‎jun 26, 2018

What is the timeline for multilingual knowledge bases? We have a multilingual SaaS platform that can be quite complex that requires a robust multilingual knowledge base.

basil · ‎jan 3, 2019

Blog posts have an awesome revision history view. The blog editor has additional tools such as revision history However, knowledge base articles lack this feature. This would be very valuable to have a version controlled knowledge base and the ability to create drafts. Basically just enabling the same editor tools from the blog for the knowledge base would be perfect! The knowledge base article editor lacks the button for revision history... 😞

crlab · ‎abr 22, 2020

You should be able to clone Knowledge Base articles like you can blogs and webpages

Grandes mentes pensam igual

More flexible knowledge base design and layout, including custom HTML/CSS

Multiple Knowledge Bases

Customer portal for Tickets

Allow Specific Feedback on Knowledge Base Articles

Knowledge Base Article - Multiple Categories

Exporting Knowledge Base articles

Knowledge Base reporting

Multilingual Knowledge bases?

Revision History for Knowledge Base Articles

clone Knowledge Base articles

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