We tried a half-dozen knowledge base and help desk plugins. For our project, the best solution was the Echo Knowledge Base with the Basic Add-ons and related Creative Add-ons.
Some of the functionality we like:
- the search tool is fast and accurate
- a tree-view of all categories and articles is available
- sub-categories are supported
- page-level table-of-contents widget floats along with each article
- can modify look of pages using either built-in editor or CSS styles
The support has been top-notch. I’ve sent a few tech support emails to them, and they’ve all been answered within 24-48 hours. One was a bug-report, which they fixed and posted a new version in about a week (excellent). A few were enhancement requests, two of which they said they’d attempt to get to, and another they showed me a nice work-around for.
In addition, they appear to be actively working on improvements to the product, which is important to the success of any software project.
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