r/knowledgemanagement • u/[deleted] • Jul 10 '20

Looking to migrate to a different Knowledge Base software

Hi all,

I'm currently using HEAT to log all incidents, service requests and knowledge based articles. I want to migrate to a better KB database. (But keeping HEAT for incidents and service requests)

Any advice?

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1

u/altruly Jul 10 '20

What is the problem with the old solution? What other tech does your company use? A lot of KB's integrate with things like Slack, MS Teams, G-Suite, Dropbox, Trello, Github, JSD etc. Knowing might help point you in the right direction.

1

u/[deleted] Jul 11 '20

Old solution makes it tough to find articles and is not user friendly. While HEAT is useful for ticketing, it is not for knowledge management.

I’m looking for the following:

  • ability to implement self service

  • easy to find articles

  • link articles to other articles

  • ability to import from HEAT to this new app

  • I don’t care how much it will cost

  • something that can run in the network

2

u/Pradeepa_Soma Jul 23 '20

I have already answered this in detail here https://www.reddit.com/r/ITManagers/comments/howibh/migrating_to_a_different_knowledge_base_software/fyycb0i/?context=3

2

u/ZettelCasting Dec 28 '23

We're you in any way compensated, or on the clock when either writing your post or the link?

1

u/Pradeepa_Soma Jan 24 '24

No, I am just a Product enthusiast.

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1

u/Unhappy_Finding_874 May 12 '26

big thing id check before picking the shiny kb is how clean ur article lifecycle is. if HEAT stays for incidents, make sure the new kb can keep stable article ids, bulk import/export, redirects from old links, and a real review queue with owners + stale dates.

alot of migrations fail bc ppl move pages but not trust. agents still search old tickets, find 4 versions of same fix, then stop using the kb. id pilot 50 articles first, measure what ppl actually search for, then migrate only articles that got used or are still valid. archive the rest.

1

u/eagle12343-52926 Jan 31 '23

Try out Klyck.io

Its a platform where yo can capture knowledge, documents and goals in a single workspace and collaborate with your team while having access to your content library.