Organizing your help center with categories

As your knowledge base grows, categories keep it navigable — for the customers browsing your public help center, and for you managing entries behind the scenes. A handful of well-named categories turns a long list into something people can actually find their way around.

What categories do

A category is a labeled group of related entries. Assign your articles and FAQs to categories, and your public help center gains real navigation — visitors can jump to the section they need instead of scrolling one big list.

Creating and managing them

Manage categories from Settings → Knowledge. Create a category, give it a clear title, and it becomes available to assign to any entry. You can assign a category when you create or edit an article or FAQ.

Choosing good categories

A few principles keep your help center tidy:

• Think in customer language. Name categories after what customers are trying to do ("Billing & plans," "Getting started"), not internal team structure.
• Keep the set small. A short list of broad categories is easier to scan than a long list of narrow ones. Add more only when a category gets crowded.
• Every entry gets a home. Assign a category to each published article so nothing floats loose in your help center.

Uncategorized entries

An entry without a category still works — it's still searchable and still feeds the AI — it just won't sit under a section heading in your help center. When you're setting up, it's fine to draft first and categorize before you publish.

Tip: sketch your category list before you write a lot of articles. It's easier to slot new entries into a structure than to reorganize dozens of them later.