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Help Center›Admin Setup (For Admins)›Help center & customer portal›How to create and manage help center categories
Table of contents
  • Overview
  • How to create a category
  • How to edit a category
  • How to delete a category
  • FAQs & Troubleshooting
  • How do I move a category under another category?
  • Why can't a customer see an article I made visible to their segment?

    • How to create and manage help center categories

    Last updated October 13, 2026

    Who can use this feature?
    Admins and Agents. Viewers can only view articles.

    Overview

    Categories organize your Help Center articles into sections customers can browse. You can nest categories inside other categories and limit each one to specific customer segments. This guide covers how to create, edit and delete categories.

    Related articles:
    •  How to create and manage articles: What the Help Center is and how it works.
    •  How to configure customer segments: Create the segments you use in "Viewable by".
    •  How to create and customize your customer portal and help center layout: Set your public URL, branding and global visibility.

    How to create a category

    1. Go to  "Help Center" , click the "+" icon next to the search bar and select "New category".
    2. Complete the category properties:
    • Category name: The title customers see.
    • Category folder: The parent category. Leave "No parent" to create a top-level category.
    • Viewable by: The customer segments that can see the category and the articles inside it.
    • Icon: The icon customers see next to the category.
    • Description (optional): A short summary shown to customers below the category title.
    1. Click "Create category".

    The category appears in the list and inside its parent category, if it has one.

    Important:
    "Viewable by" on a category applies to all articles inside it and overrides each article's own "Viewable by" setting.

    How to edit a category

    1. In  "Help Center" , click the ellipsis icon next to the category in the list on the left and select "Edit".
    2. Change the properties and click "Save changes".

    How to delete a category

    1. In  "Help Center" , click the ellipsis icon next to the category and select "Edit".
    2. Click "Delete Category".
    3. Click "OK" to confirm.
    Warning:
    Deleting a category also removes all of its content. This can't be undone.

    FAQs & Troubleshooting

    How do I move a category under another category?

    Edit the category and select the new parent in "Category folder".

    Why can't a customer see an article I made visible to their segment?

    Check the "Viewable by" setting of the article's category. The category setting overrides the article setting.

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