A knowledge base is the most visited part of any SaaS. Customers look for answers before they ever contact support. When the base is well built, it cuts support tickets by 30-50%.
But what happens when you have 7 language versions and more than 4,000 articles? Migration becomes a project, not a task.
| Language | Knowledge base | Articles | Domain |
|---|---|---|---|
| Polish | pomoc.fakturownia.pl | 1,591 | Main |
| English | help.invoiceocean.com | 649 | InvoiceOcean |
| Spanish | soporte.bitfactura.com | 606 | BitFactura |
| Ukrainian | dopomoha.bitfaktura.ua | 580 | BitFaktura UA |
| Czech | napoveda.bitfaktura.cz | 410 | BitFaktura CZ |
| Slovak | pomocnik.bitfaktura.sk | 273 | BitFaktura SK |
| German | kundenservice.efakturierung.de | 209 | eFakturierung |
On top of that, a suggestions forum with 42,559 posts from users across 6 languages.
| Language | Knowledge base | Articles |
|---|---|---|
| Polish | pomoc.sugester.pl | 2,047 |
| English | help.sugester.com | 1,311 |
| Spanish | soporte.sugester.es | 102 |
| French | aide.intum.fr | 204 |
A new product with a knowledge base built in parallel in Polish and English from day one.
Each language version of Fakturownia is a separate brand with its own domain:
We couldn’t just add /en/ to a single domain. Each knowledge base has to live on its own subdomain, with its own SSL and routing.
Solution: The system lets you assign any domain to any knowledge base. A DNS CNAME points to our server, and the system automatically recognizes the base by its domain and serves the right version.
The article “How to issue an invoice” exists in 7 languages. A customer on help.invoiceocean.com should see the English version, but also be able to switch to other languages.
Solution: translation groups - an internal mechanism that ties knowledge bases into groups. All of Fakturownia’s bases are linked. The system knows that the Polish and English bases are the same articles in different languages.
As a result:
Fakturownia’s suggestions forum holds 42,559 posts written by users. These are feature requests, reports and ideas.
A separate base running in “forum” mode lets users:
Migrating the forum meant moving the content, votes, comments and statuses.
We pulled everything through the API:
Fakturownia PL has 18 categories - from “Getting started” to “API”. The same categories have to exist in every language version.
We built a map: category PL -> EN -> ES -> UK -> CS -> SK -> DE.
The new system exposes a REST API for managing the knowledge base. Every article was imported while preserving its original date, author, status and links to other languages.
Old URLs have to redirect to the new ones. Without that we lose Google rankings and break links from emails and documentation.
After the migration we checked:
Every product has a different strategy for multilingual content. Fakturownia built its knowledge bases over years - Polish came first, then English, Spanish and so on. Each version was created separately, drifting apart over time.
With Intum we took a different route: the Polish and English bases were built in parallel from the start. That kept the category structure consistent and the articles overlapping 1:1.
The key lesson: the earlier you start thinking about multilingual content, the less work you face later.
1. Start with categories. First settle the structure across all languages, then import the articles. Changing categories after importing 4,000 articles is a nightmare.
2. Validate internal links. Articles link to each other. After the migration some links broke because the slugs changed.
3. Don’t put off redirects. For two weeks without redirects we lost organic traffic. Redirects should be ready on migration day.
| Metric | Value |
|---|---|
| Total number of articles | 8,500+ |
| Languages | 9 (pl, en, es, uk, cs, sk, de, fr) |
| Products | 4 (Fakturownia, Sugester, Intum, Siteor) |
| Domains with a knowledge base | 15+ |
| Lost articles | 0 |
If you’re planning a knowledge base migration, get in touch. We have experience with bases ranging from a dozen to tens of thousands of articles.
