Creating Categories and Subcategories

Help customers find the information they're looking for by organizing your articles into categories and subcategories. 
Tip:
Planning out your categories and subcategories before you start writing articles can save you time. To learn more about creating a Help Center structure, click here.
Once you have a basic outline of the categories and subcategories you need, start adding them.
Important:
You must be an admin to create categories and subcategories. Learn more about roles and permissions

Click an option to learn more:

Related Articles

Deleting Categories and Subcategories

You can delete any category or subcategory that you no longer need.  Important:You cannot delete a category or subcategory that contains articles.Before deleting a category: Delete or move all articles in the category, then delete all subcategories in the category.Before deleting a subcategory: Delete or move all articles within the subcategory.Tip:You can also hide a category from your Help Center.Click an option to learn more:Delete a categoryMake sure the category contains no articles or subcategories.Hover over the Articles icon  and click Categories.Hover over the category you want to delete, and click the Show More icon  on the right.Click Delete Category.Click Delete to confirm.Delete a subcategoryMake sure the subcategory contains no articles.Hover over the Articles icon  and click Categories.Click the relevant category. Hover over the relevant subcategory and click the Show More icon  on the right.Click Delete Subcategory.Click Delete to confirm.

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Reordering Categories and Subcategories

Your Help Center displays categories and subcategories in the order in which you create them. You can reorder them to display in any order you'd like. Important:Reordering categories and subcategories changes their order for all languages in your Help Center. To reorder a category or subcategory:Hover over the Articles icon  in the side panel and click Categories.Reorder a category or a subcategory:Category: Hover over a category. Click the Reorder icon  then drag and drop it into a new position on the list. Subcategory: Click the category containing the subcategory. Hover over a subcategory.Click the Reorder icon  then drag and drop it into a new position on the list.  

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Renaming Your Categories and Subcategories

You can rename your categories and subcategories as your business grows and your products change.Click an option to learn more:Rename a categoryHover over the Articles icon  and click Categories.Hover over the relevant category and click the Show More icon .Click Rename and enter and new name for your category.Click Save.Rename a subcategoryHover over the Articles icon  and click Categories.Click the relevant category on the left. Hover over the relevant subcategory name and click the Show More icon .Click Rename and enter and new name for your subcategory.Click Save.

1 min read

Deciding on the Structure of Your Categories and Subcategories

Before you start writing, come up with a structure for organizing your articles in categories and subcategories. We recommend you find out what your customers ask most, sort their questions into topics, then create a list of articles. Step 1: Sort Your Tickets Into GroupsReview your support tickets and group them into topics or themes. Talk with your support teams to understand the pain points of your customers. You can also check your top support issues in Insights. Step 2: Create Categories and Subcategories From Your GroupsNext, create categories and subcategories from the groups you created. Step 3: Create a List of ArticlesMake a list of all the articles you'll need to answer your customers' most frequent questions. Next:Learn how to create the categories and subcategories of your Help Center. 

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