Creating a category or section

Creating the containers your articles live in, and the two settings on each that people leave empty.

Creating the containers your articles live in, and the two settings on each that people leave empty.

Create one

1. Open the help centre and go to the arrange or manage view.
2. Add a category, or add a section inside one.
3. Give it a name in the reader's words.
4. Write a description.
5. Set its position among the others.
6. Save.

The description is worth writing

It appears under the name and tells a reader whether this is where their problem lives. Left empty, they have only the name to go on, and one word is rarely enough to decide.

One sentence saying what belongs here. It also helps whoever files an article later.

Order is a decision

Categories and sections are ordered manually, and the order is what a reader scans. Put the most common first, not the most important to you.

Getting started first, and whatever generates the most tickets second, is a reliable default.

Do not create empty ones

An empty section on a live help centre is a dead end, and readers who hit one stop trusting the navigation. Create the section when you have articles for it.

Sections are per help centre

With several brands, each has its own structure. There is no shared set of sections, which is one of the costs of a second help centre.

See also

• Setting the order within a section
• Adding subsections for more levels
• Categories, sections and articles: how to organise them