Can we add folders to a category within a knowledge base?

[Casey Jeane]

We have a growing amount of content published on our knowledge base within our service project. I understand we can have different categories within the knowledge base, but are we able to create more organization by adding folders with more information within those categories? 

Our service project serves two software products with some overlapping users. Some do not overlap. Currently, we have a category for each product. The list of content within each category is becoming lengthy. I understand I can create additional categories, but those will be subsets of information that are truly related to either of the original two. Thanks. 

[Harrison Ponce · Accepted solution]

Hi @Casey Jeane ,

This is a great question (and a much needed one)!! This is currently not possible with out-of-the-box features. Perhaps an app could do this.

There is an open suggestion (JSDCLOUD-8208: Ability to create subcategories in Jira Service Desk Knowledge base categories) about adding more categorization and subcategorization to the knowledge in the portal for service projects. Please add a vote, watch, and comment!

One suggestion as an alternative without a marketplace app, though. We design our Confluence pages like if they were websites you can navigate around. This means using macros like table of contents, other pages in this tree, or by label. What this allows us to do is build that organization and navigation into the page. The links to other pages on a page, can be clicked on by customers in the portal and take them to a different page. Sort of a wonky workaround, but it's what we do now to get around that problem.

[Casey Jeane]

Thanks, Harrison. Voted!