Categories
Use category labels to organize and filter Knowledge Base entries
Categories are labels on Knowledge Base entries. They help staff organize and filter reference material; they do not create separate pages or a separate content area.
Choose a category
Select a category when creating or editing an entry. The available labels are:
- General Inquiry
- Bug Report
- Feature Request
- Billing
- Content Update
- Technical Support
- Account Issue
- Action Request
- Other
The category is shown on each entry card and can be changed in the editor.
Filter entries
Use the category filter on the Knowledge Base page to show entries with one label. The page also provides text search across entry titles and content. Filters apply to the selected workspace.
Imported entries
Ticket imports use the ticket's existing AI classification when one is available. If there is no classification, the entry uses General Inquiry. Manual entries and text or Markdown files use the category selected in the editor. PDF uploads are imported into the default category; you can change the category afterwards on the article.
Organize reference material
Use the label that best describes the subject of the entry. If an entry covers more than one subject, keep the title and content clear and use the closest available label. Categories are labels only: the current Knowledge Base does not provide nested categories, custom ordering, or category-level reporting.