Great minds think alike

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.   ...read more

Script to embed Knowledge Base and Tickets in our website as a pop-up modal. User can click on 'Help' button on any page (just like we can do in HubSpot). Can also incorporate Conversations/Messages and Calling.   Helps to provide self-service support, contextual support and reduce ticket volume. ...read more

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

Numbered lists have an option to indent into a sub-bullet and sub-sub-bullet. Those second level and third level items are showing normal numbering, same as the first level items i.e.:   1. This is first level      1. This is second level      2. This is second level           1. This is the third level 2. This is first level   But obviously the second and third levels should have some other identifiers like a), b), c), or i), ii), iii). Just as it is in Microsoft Word.   I pointed this out to Support as a bug but they informed me it is treated as a feature request and is best posted as an idea! ...read more

Curerntly when categories are added to the knowledge base tool, they are automatically arranged in alphabetical order.  We would like to be able to rearrage the order of these categories manually.    (Submitting on behalf of customer)  ...read more

While we want most knowledge base articles to be public, there are some we want to keep private so that only our customer service representatives can view them. For example, a customer might ask a question that's sensitive, and we want to have an article for reps on how to respond to the question. So, ideally:   Enable a "Private" setting on knowledge base articles Only allow certain users (maybe admins) to toggle this off once it's set Don't show private articles in public knowledge base Don't allow these articles to be searched through the chatbot interface or the knowledge base search box ...read more

Ticket feature has a Support Form. That Support Form should be displayed in the Knowledge Base, and it should be linked to from the side menu, from the header/footer or from the bottom of each article.   This is a must! ...read more

Need to be able to specify the order of articles in a subcategory. Currently it is sorted alphabetically by default, that is not good. ...read more

I've reached out to HubSpot support to get the Google Analytics workaround for this, but it would be great if there was a built-in way to see what users are searching for in the knowledge base.    Ultimately, we want to know when users are searching for something and not getting a result. This way we can more effectively build out our knowledge base and prioritize the most common questions that we're not already answering.  ...read more