Organize categories and sub-categories

How categories work

A knowledge base is organized as a hierarchy:

Knowledge base → Category → Sub-category → Articles

Categories can be nested up to four levels deep. Articles can live at any level — you do not need to reach the deepest sub-category before adding articles. Visitors navigate this hierarchy using the category tree in the Browse tab and the public portal.

Create a top-level category

1. Open your knowledge base (Dashboard → Knowledge Base → [your KB]).
2. Click New Category.
3. Enter a name and an optional description. The description appears under the category name in the public portal and helps visitors decide whether they are in the right place.
4. Save. The category appears in the list.

Create a sub-category

1. Click into an existing category to open it.
2. Click New Sub-category (or the equivalent button in the sub-categories section).
3. Enter a name and optional description, then save.

Repeat to nest further. When you reach four levels, the option to add a deeper sub-category is hidden — you can only add articles at that point.

Set the display order

The order field controls how categories and articles appear in the list. Lower numbers come first (0 = top of the list). To change the order:

• Use the Move Up / Move Down arrows next to any category or article row.
• Or edit the order number directly in the category settings.

Order is independent at each level — categories within one parent are ordered separately from categories in another parent.

Edit and delete categories

Open the three-dot menu next to a category to access Settings (rename, change description) or Delete.

Deleting a category permanently removes all its sub-categories and articles. This cannot be undone. Move any content you want to keep before deleting.

Tips for a clean structure

• Use nouns for category names — "Installation", "Billing", "Account settings" — not verbs. Noun names scale better as you add more articles.
• Keep top-level categories to 5–8 — more than that, and visitors start guessing which category to pick.
• One concept per category — if a category has only one article, it might belong in its parent instead.