Default WHMCS Knowledgebase or third party?

Kuroit · June 2022

Hello everyone,

We are going to start working on Knowledgebase for our hosting business.

Just curious, what do you use for Knowledgebase? Default WHMCS feature or some third party system.

I understand default WHMCS feature is handy when opening a ticket as it show related articles from KB, but I have seen more and more hosts moving to third party system for this.

Thank you for your input in advance!

Ympker · June 2022

I probably would prefer a custom solution. Notion may be a good fit

https://www.notion.so/blog/how-to-build-a-knowledge-management-system

Kuroit · June 2022

@Ympker said:
I probably would prefer a custom solution. Notion may be a good fit

https://www.notion.so/blog/how-to-build-a-knowledge-management-system

Interesting! I have used Notion before, but do they allow using it with custom subdomains?
I think it can only be used for in-house KB for team only and not as full-fledged KB system for clients.

Phil · June 2022

If you like the idea of using Notion, there's a lovely independent dev working on this to make it pretty for users: https://www.helpkit.so/

You can also use that with a custom sub-domain.

ariq01 · June 2022

I prefer use wordpress with knowledgebase theme for better seo

Ympker · June 2022

@Kuroit said:

@Ympker said:
I probably would prefer a custom solution. Notion may be a good fit

https://www.notion.so/blog/how-to-build-a-knowledge-management-system

Interesting! I have used Notion before, but do they allow using it with custom subdomains?
I think it can only be used for in-house KB for team only and not as full-fledged KB system for clients.

I'm not quite sure if they allow for sub domain branding but as long as you can publicly share your knowledge base you should be able to link to it.

Maybe helpkit.so (see comments below) is even better for the purpose.

chimichurri · June 2022

No experience with WHMCS here.
We're using OTRS, but assuming you'd like to pick the creme de la creme, ServiceNow is probably one of the best out there (at least judging from my experience as an SN end user, haven't had the chance to operate one)

Unixfy · June 2022

@chimichurri said: at least judging from my experience as an SN end user, haven't had the chance to operate one

I can tell you that it's far from the best out there from an agent's standpoint

If you're willing to shell out some money, I'm pretty happy with Confluence/Confluence Cloud and Scroll Viewport (https://www.k15t.com/software/scroll-viewport) / Refined for Confluence (https://marketplace.atlassian.com/apps/15231/refined-for-confluence-sites-themes?tab=overview&hosting=datacenter). Atlassian themselves actually use Scroll Viewport

stromonic · June 2022

I would prefer WordPress with a easy to customisable theme instead of WHMCS pre-built KB, because WHMCS can’t compete with easy to use & better SEO friendly WP in terms of flexibility.

bikegremlin · June 2022

@ariq01 said:
I prefer use wordpress with knowledgebase theme for better seo

@stromonic said:
I would prefer WordPress with a easy to customisable theme instead of WHMCS pre-built KB, because WHMCS can’t compete with easy to use & better SEO friendly WP in terms of flexibility.

What exactly do you see as an SEO-related advantage of WordPress?

Does WHMCS allow for mobile-friendly design, internal linking, tags, image alt descriptions etc?

stromonic · June 2022

@bikegremlin said:

@ariq01 said:
I prefer use wordpress with knowledgebase theme for better seo

@stromonic said:
I would prefer WordPress with a easy to customisable theme instead of WHMCS pre-built KB, because WHMCS can’t compete with easy to use & better SEO friendly WP in terms of flexibility.

What exactly do you see as an SEO-related advantage of WordPress?

Does WHMCS allow for mobile-friendly design, internal linking, tags, image alt descriptions etc?

According to me tags are useless, it’s only end up eating Google’s crawl allocated limit for your site. I am using noindex in robots.txt file for all tags. Instead of this which SEO friendly option does WHMCS offer for KB?

Where in another hand, with just few clicks SEO plugins can be installed on WP, which can help you to add tittle, meta description, to check keyword score, on page SEO score, keyword difficulty etc. It also have URL change options. I don’t think WHMCS have any such options for KB.

That’s why now most web hosting are moving from WHMCS KB to something crispy.

bikegremlin · June 2022

@stromonic said:

@bikegremlin said:

@ariq01 said:
I prefer use wordpress with knowledgebase theme for better seo

@stromonic said:
I would prefer WordPress with a easy to customisable theme instead of WHMCS pre-built KB, because WHMCS can’t compete with easy to use & better SEO friendly WP in terms of flexibility.

What exactly do you see as an SEO-related advantage of WordPress?

Does WHMCS allow for mobile-friendly design, internal linking, tags, image alt descriptions etc?

According to me tags are useless, it’s only end up eating Google’s crawl allocated limit for your site. I am using noindex in robots.txt file for all tags. Instead of this which SEO friendly option does WHMCS offer for KB?

Where in another hand, with just few clicks SEO plugins can be installed on WP, which can help you to add tittle, meta description, to check keyword score, on page SEO score, keyword difficulty etc. It also have URL change options. I don’t think WHMCS have any such options for KB.

That’s why now most web hosting are moving from WHMCS KB to something crispy.

Makes sense - thanks for the explanation.

Yup - WP SEO plugins help avoid silly mistakes when writing, I find them to be quite useful.

P.S.
I meant HTML tags when I said: "tags" (like meta description tag etc.).

Edit:
I have experience with WP, but have never seen the WHMCS KB backend.

chris · June 2022

but have never seen the WHMCS KB backend.

I'm pretty confident there's a reason a company needs to encrypt absolutely everything, I'm always suspicious of that 🤔

In terms of SEO - whmcs is horrific, we used to override certain routes to html sub directories and create our own pages for kb etc It was at least one thing not broken in an update each time!

Kian/katamaze made an SEO module for it iirc

Kuroit · June 2022

Thank you! decided to go ahead with WordPress KB for now, as its quick and easy to manage + SEO benefits.

Default WHMCS Knowledgebase or third party?

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Default WHMCS Knowledgebase or third party?

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