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 Groups

Review 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 Groups

Next, create categories and subcategories from the groups you created. 

Step 3: Create a List of Articles

Make a list of all the articles you'll need to answer your customers' most frequent questions. 
Learn how to create the categories and subcategories of your Help Center. 

Related Articles

Insights: Top Issues

Get a general overview of your company's top support issues from your Insights Top Issues page. Make data-driven decisions by discovering the articles most often linked to your customers' tickets.Hover over the Insights icon  and click Top Issues to get started. Filtering Your Top IssuesAdjust the following Top Issues filters:Time Range: Click to adjust the date range of the data you're analyzing. Select a preset time range or click the calendar to select a custom range and click Apply. Compared to: Click to adjust the date range used by the percentage of change metric. Language: Click to include articles in a specific language. Issue Type: Click to include a specific article type: Article, Feature Request, or Known Issue. Category: Click to include specific article categories. Subcategory: Click to include specific subcategories after selecting a category filter.Selecting a Display ViewClick a Display icon in the top right corner to toggle between display types:List: View your top-linked articles in a list that includes trend charts.Split View: View your top-linked articles in multiple lists organized by categories.Analyzing Your Top IssuesYour Top Issues table includes:Issue: View each article's title, category, subcategory, type, and ranking.Linked Tickets: View each article's total linked tickets.View the percentage of change difference between your selected "Time Range" and "Compared to" date ranges.Trend: View a trend line showing the article's linked tickets over time. Additional Actions on the Top Issues PageHover over an article and click the Show More icon  to select:Issue Overview: View a chart displaying linked tickets over time. Hover over the chart to view the precise number of linked tickets at specific dates or times. View your Linked Tickets and Article Views stats at the top right.  Go to Article: Open the article's content editor. View Related Tickets: View a list of tickets linked to the article. 

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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:To create categories and subcategories, you must be an administrator or have a custom role with Create, edit and delete categories and subcategories enabled in the Knowledge Base permissions. Click an option to learn more:Add a category Hover over the Knowledge Base icon in the side panel and click Categories. Click + Add New Category. Enter a category name in the field and click Create. To reorder your categories: Hover over a category, then drag and drop it into a new location using the Reorder icon . Add a subcategory Hover over the Knowledge Base icon in the side panel and click Categories. Hover over a category on the left and click the Show More icon .  Click Add Subcategory. Note: You can only add subcategories to categories that do not contain articles. Learn how to move articles to other categories.  Enter a subcategory name in the field and click Save. Note: New categories and subcategories appear in your Help Center as soon as you create them. You can hide them until they're ready to be viewed from your Help Center settings. Add a category icon Hover over the Knowledge Base icon in the side panel and click Categories. Select the category on the left. Click the category icon next to the category name at the top of the page.  Select the image type you want to add: Upload new image: Upload your own image. Select an image file from your computer and click Open. Stock Icon: Choose from hundreds of free icons. Search for icons using the search bar or the scroll menu. Click the icon you want to add and click Select. Note: Category icons do not display if you're using the Grande or La Liste template. Learn more about changing your Help Center template. 

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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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Moving an Article to a Different Category or Subcategory

Move an article to another category or subcategory to update its location in your Help Center. You can move an article from both the Content Editor and the Categories page.  Note:If you're moving an article to a category that contains subcategories, you must move the article into a subcategory. Articles cannot be listed under the category alone if the category has subcategories.Learn more about moving an article:From the Content EditorFrom the Categories pageMoving an Article from the Content EditorMove an article to another category or subcategory while you’re editing it, without leaving the Content Editor. To move an article from the Content Editor:Go to the article's Content Editor. Click Categories in the footer menu. Click the Category drop-down and select a category or subcategory.Note:Subcategories appear listed after their category and the "greater than" sign (>). In the example above, "Apps" is the subcategory of the "Billing" category. Click Move.Moving an Article from the Categories PageMove an article to another category or subcategory directly from the Categories page, without having to open the Content Editor. To move an article from the Categories page:Hover over the Knowledge Base icon  and click Categories.Select a category (and subcategory if necessary) on the left.Hover over an article and click the Show More icon  on the right. Click Move to... and select a category (and subcategory if necessary).Click Move. Note:Moving an article in your default language to another category or subcategory also moves it in all your languages. 

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