Knowledgebase

Owned by HostBill
Last updated: Jun 24, 2024Version comment
3 min read

You can find this section in HostBill Admin → Support → Knowledgebase.

Overview

With HostBill you can reduce customer service to minimum by offering your customers a self-service knowledgebase. The knowledgebase is a source of information that can be obtained by clients without sending a support ticket. Knowledgebase can contain how-to articles divided into different categories, easily browsed and filtered by your clients. The articles are created by staff members and they are added to a given categories. Some articles can be visible only for registered clients (if you enable such option during article creation) and some can be accessible for all users. You can allows your clients to votes for the articles (you can enable/disable this feature in HostBill admin area → Settings → Support) and let customers add Disqus comments to knowledge base articles through additional free module.

List Categories

This tab allows you to view and manage (add, edit, delete, sort) your knowledge base categories. One you click on the given category name you will see all articles added to that category along with the statistics (number of views, number of upvotes and downvotes). 

Adding new Knowledgebase category

Knowledgebase articles can be divided into categories. Each category can also have sub-categories. To create to new category simply click on Add Category button and provide:

  • Parent Category - if you want to set the category hierarchy you can set the parent category

  • Admin Only - you can create categories that will be visible only for staff. If you choose this option your clients will not be able to see articles under this category.

  • Name - the name for the category

  • Slug - a final part of the url leading to category (for example https://yourhostbill.com/?/knowledgebase/category/1/your-custom-slug)

  • Description - optionally you can add the category description

Adding new Knowledgebase article

To add a new article to your knowledgebase simply click on Add article button and provide:

  • Category - under which the article should be visible

  • Article visibility - select who   

    • Visible to all

    • Visible to registered clients 

    • Visible only through direct link

  • Visible for languages - if multiple languages are enabled in client area, you can choose for which of them the article should be visible

  • Title - title of your article

  • Slug - (for example https://yourhostbill.com/?/knowledgebase/article/1/your-custom-slug)

  • Description - enter the content of your article

  • Related articles - you can choose related articles from the list of already published articles

  • Tags - for easier management you can add tags to the article

Before submitting the article you can preview its content.

Multilanguage knowledgebase articles

Knowledgebase articles can be uploaded in more than one language. Simply provide the content for any language you've enabled for your client area.

Knowledgebase article sorting

Knowledgebase management options allow to sort articles and categories. Articles will also count their views to help you decide which articles should go to the top.

Browse in tree

The Knowledgebase articles can be here viewed in a tree view.

Statistics

Knowledgebase statistics will help you better understand what your customers are looking for (articles view statistics) or which articles turned out to be more useful. In the statistics tab you can check:

  • 100 most viewed articles,

  • 100 Most upvoted articles,

  • 100 Most downvoted articles

  • 100 least viewed articles.