Organize KB articles with Topics

Articles can be organized into Topics for easy navigation.

Parent topics are displayed on the main help center page (ex. Troubleshooting, Warranty, Helpdesk 101). Child topics can be created within them.

Agents must have manager (or higher) permissions to create, update, or delete topics and knowledge base articles.

Create a new parent topic

1. Click on the waffle icon on the upper right corner
2. Select Knowledge base solutions
3. Navigate to Topics management
4. Click + new
5. Enter a topic name
6. (Optional) Enter a topic description
7. Select a topic icon and color or upload a custom icon
   1. Supported formats: PNG, JPEG, GIF, WebP. For best results use a square image (e.g. 200×200 px). Non-square images are center-cropped to fit.
8. Click save

To create a new child topic

1. On the Topics management page, click on + next to the desired high-level topic
2. Enter a topic name
3. (Optional) Enter a topic description
4. Select a topic icon and color or upload a custom icon
5. Click save

To edit an existing topic

1. On the Topics management page, click on the pencil icon next to the desired topic
2. Make the necessary changes
3. Click save

To reorder the topics on the help center

1. On the Topics management page, select reorder
2. Click on change topic parent
3. Next to the desired parent topic, select move inside here

Create a topic while writing an article

When you write a new article and the topic it belongs in does not exist yet, you can create it without leaving the article:

1. On the new article page, click + new topic below Choose topics for this solution
2. Enter a name and, optionally, a description
3. Under Parent Topic, keep Top level topic or pick the topic it goes under to create a sub-topic
4. Choose an icon, then click save

The new topic appears in the list, ticked for the article you are writing.