You can help your users find what they’re looking for by organizing your articles, posts and files using categories.
Items in the same category are displayed together on the web portal. In this example, Advanced Features, Handy Tips, General and FAQs are all categories.
You can limit access to each category by usergroup - for example, you could set it so that only users in the VIP usergroup could see articles in the Handy Tips category.
You can create one category inside another, giving you a nested category structure. This is useful to subdivide large categories.
In this example, the General category also has a sub-categories inside it.
Nested categories are also used to help users navigate the portal.
You can have as many layers of nested categories as you want.
In the filter pane, there are two numbers next to a category: the first shows the number of items in the top level of the category, and the second the total number inside it, including in subcategories.
In the example above, there is one article in the 'General' category, and three more articles in the 'Troubleshooting Guides' subcategory below 'General'.
The category structures for Knowledgebase, News and Downloads are all separate.
Adding a new category
You can create new categories from the filter pane of the Publish app. Use the Add new category link at the bottom of the relevant section.
- Click the Add new category link.
- The Add Category window opens.
- Enter a Title for the category to identify it to agents and users
- If you want the category to be nested, select the Parent Category that it should be inside
- Use the Permissions checkboxes to select which usergroups can see the category.
- Click Save.
If the Everyone usergroup is selected, anyone can see articles in the category without logging in. When Everyone is selected, it overrides all the options below - deselecting other usergroups has no effect, because all users have permission to view the category through their membership of Everyone.
If the Registered usergroup is selected, all users who are registered on the helpdesk and logged in can see the category. Again, when Registered is selected, deselecting the usergroups below has no effect.
Editing, deleting and reordering categories
To edit an existing category, click on it in the filter pane.
The items in the category are displayed in the list pane. Click on the name of the category at the top.
You'll be presented with options to edit your category.
You can use the Delete Category button to remove the category altogether. You must remove all items from the category (either deleting them or putting them in different categories); otherwise deleting will not work.
In the Edit Category section, you can edit the category title or change which usergroups have permissions to view the category.
You can use the Reorder Category section to change the display order of categories.
- Click on the category, and drag it with the mouse button held down.
Drag the category to where you want it to go.
A horizontal blue line means you are going to put it between categories
- A blue box means that you are going to put it inside another category.
Let go of the mouse button when the category is where you want it.
You can expand nested categories by clicking on the triangle icons. They also expand automatically when you drag something over them.
Controlling access to categories
Knowledgebase articles, News posts, and Download items all belong to categories.
You can restrict which users are allowed to view each category. This is done through Usergroups.
In the Publish app, click the name of the category at the upper right of the filter pane:
Then select which usergroups can access the category:
Remember that a user can belong to more than one usergroup. If the user belongs to any of the usergroups that can view a category, that user can see the category.
Adding items to categories
When you open a Knowledgebase article, News post or Downloads file in the content pane, you can change its category using these controls:
A Knowledgebase article can belong to more than one category, but News posts and Downloads files can’t.