The Zoho Desk knowledge base uses a two-level hierarchy: categories at the top level, sections within categories, and articles within sections. For example, a category called ‘Billing’ might contain sections for ‘Invoices’, ‘Subscriptions’, and ‘Refunds’, each with multiple articles.
Categories should reflect how customers think about their problems, not how the company is organised internally. If customers search for help with ‘payments’ rather than ‘finance’, name the category accordingly to improve findability and reduce search failures.
Zoho Desk allows category visibility to be restricted to certain customer groups. An internal knowledge base category for agents can coexist in the same Help Centre as public-facing categories, with visibility controls keeping them separate.
An article category is the top-level grouping in the Zoho Desk knowledge base. Categories contain sections and articles and help customers navigate the Help Centre to find relevant topics without searching.
Organise categories around customer needs and the way customers describe their problems, not internal department names. Test category labels with real customers to confirm the structure matches how they look for help.
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