{"id":4275,"date":"2026-05-29T21:23:04","date_gmt":"2026-05-29T21:23:04","guid":{"rendered":"https:\/\/aaxonix.com\/resources\/?post_type=glossary&#038;p=4275"},"modified":"2026-05-29T21:23:04","modified_gmt":"2026-05-29T21:23:04","slug":"article-category-zoho-desk","status":"publish","type":"glossary","link":"https:\/\/aaxonix.com\/resources\/glossary\/article-category-zoho-desk\/","title":{"rendered":"Article Category"},"content":{"rendered":"<style>\n.gt-body{font-family:'Poppins',sans-serif;color:#111;line-height:1.75}\n.gt-def{border-left:4px solid #E8650A;padding:16px 20px;background:#fff8f4;border-radius:0 8px 8px 0;margin:0 0 32px;font-size:1.05rem}\n.gt-section{margin:0 0 36px}.gt-section h2{font-family:'Fraunces',serif;color:#0A1628;font-size:1.5rem;margin:0 0 12px}\n.gt-example-box{background:#f0f4ff;border-radius:10px;padding:20px 24px;margin:0 0 32px}.gt-example-box strong{color:#2563EB}\n.gt-related-pills{display:flex;flex-wrap:wrap;gap:10px;margin:0 0 32px}\n.gt-related-pill{background:#f7f4ef;border:1px solid #ddd8cf;border-radius:20px;padding:6px 16px;font-size:.875rem;color:#0A1628;text-decoration:none}\n.gt-faq-item{border:1px solid #ddd8cf;border-radius:10px;padding:16px 20px;margin:0 0 12px}\n<\/style>\n<div class=\"gt-body\">\n<div class=\"gt-def\">An article category in Zoho Desk is the top-level organisational grouping in the knowledge base. Categories contain sections and articles, helping customers navigate the Help Centre to find relevant information quickly.<\/div>\n<div class=\"gt-section\">\n<h2>Category and Section Hierarchy<\/h2>\n<p>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 &#8216;Billing&#8217; might contain sections for &#8216;Invoices&#8217;, &#8216;Subscriptions&#8217;, and &#8216;Refunds&#8217;, each with multiple articles.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Designing Effective Category Structure<\/h2>\n<p>Categories should reflect how customers think about their problems, not how the company is organised internally. If customers search for help with &#8216;payments&#8217; rather than &#8216;finance&#8217;, name the category accordingly to improve findability and reduce search failures.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Category-Level Permissions<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-example-box\"><strong>Example:<\/strong> A hardware company organises their Help Centre into categories: Getting Started, Troubleshooting, Warranty and Repairs, and Product Guides. New customers navigate directly to Getting Started while existing customers find Troubleshooting without using the search bar.<\/div>\n<div class=\"gt-related-pills\"><a href=\"https:\/\/aaxonix.com\/resources\/glossary\/knowledge-base-article-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Knowledge Base Article<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/article-section-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Article Section<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/help-centre-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Help Centre<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/customer-portal-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Customer Portal (Desk)<\/a>\n<\/div>\n<div class=\"gt-faq-item\"><strong>What is an Article Category in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-faq-item\"><strong>How should I organise knowledge base categories in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Article categories in Zoho Desk organise the knowledge base at the top level, helping customers navigate to relevant articles without searching.<\/p>\n","protected":false},"template":"","meta":{"seo_title":"Article Category | Zoho Desk Glossary","seo_description":"Article categories in Zoho Desk organise the knowledge base at the top level, helping customers navigate to relevant articles without searching.","seo_keyword":"article category zoho desk","seo_faqs":"[{\"q\": \"What is an Article Category in Zoho Desk?\", \"a\": \"An article category is the top-level grouping in the Zoho Desk knowledge base. 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Test category labels with real customers to confirm the structure matches how they look for help.\"}]","term_type":"Business","glossary_related":"","glossary_links":""},"glossary_category":[1247],"class_list":["post-4275","glossary","type-glossary","status-publish","hentry","glossary_category-zoho-desk"],"_links":{"self":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary\/4275","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/types\/glossary"}],"wp:attachment":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/media?parent=4275"}],"wp:term":[{"taxonomy":"glossary_category","embeddable":true,"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary_category?post=4275"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}