Organise the WHMCS knowledgebase around tasks customers need to complete. Each article should answer one practical question, identify prerequisites and link to the next relevant task.
IN THIS ARTICLE
01 Create a structured article
- Open Support and Knowledgebase. Create the appropriate category before adding articles.
- Choose Add Article and enter a specific task-based title.
- Write a short purpose, prerequisites, numbered steps, verification and a focused troubleshooting section.
- Select suitable categories and concise tags. Use related links to connect setup, troubleshooting and follow-up tasks.
- Choose the intended access setting and review display order.
- Save, then open the article in the client area as the intended audience and test every internal link.
02 Keep content readable and current
Use headings consistently and preserve exact interface labels where they help the reader act. Keep screenshots free of customer data and credentials. For this knowledgebase, constrain displayed images to no more than 900 pixels wide and ensure they shrink on smaller screens.
Record the product or software version reviewed internally. When an interface changes, update the article and any related guide that depends on it. Consolidate duplicates into one authoritative guide and preserve useful incoming links through the site's supported link strategy.
03 Example: use reusable tags and a responsive screenshot
For a guide such as Checking a WordPress backup before relying on it, choose its existing WordPress backup category. Reuse a small number of approved topic tags, such as wordpress or backups where those already belong to your tag list. Avoid creating another long tag from the complete article title.
WHMCS tags cannot contain spaces. Select existing suggestions where appropriate, and review the overall vocabulary instead of adding every command, filename and symptom as a new topic.
In the article's HTML view, a screenshot can use the following display limit. Replace the sample URL with your real approved image URL and write accurate alternative text:
<img src="https://example.com/images/approved-screenshot.png" alt="Describe the relevant control shown in your screenshot" style="display:block;width:100%;max-width:900px;height:auto;border-radius:12px;">Expected result: the image fits its content area and never displays wider than 900 pixels. The CSS does not reduce the downloaded file size, so optimise the source separately. Recheck the public article and tag sidebar after saving.
Common questions
Does Private mean staff-only?
No. WHMCS's Private article setting restricts viewing to logged-in users. Do not use it as a substitute for an internal staff documentation system.
Why are articles not suggested during ticket submission?
Check Knowledgebase Suggestions in General Settings and the documented minimum content requirements. Also test whether article titles and text match the language customers use.
How should translations be maintained?
Use the article's multilingual fields and review every affected language after a substantive change. A translated old procedure is still an outdated procedure.
Review search terms and recurring ticket questions regularly to identify missing instructions and improve existing articles.