Organizing

Use folders to arrange your docs and tags to group related material across folders. Both can also be used to control which released docs an agent can read.

File and arrange docs

A doc belongs to one folder or is Unfiled. Folders can contain docs and other folders.

• Use New doc here from a folder's actions to create a doc inside it.
• Drag an existing doc in the Docs pane to move it into a folder or change its order.
• Drag folders to reorder or nest them. Moving a folder moves its contents with it.
• Use a folder's actions to change its name or icon.

Folders shape your help-center navigation, and the order of docs within a folder controls their navigation order. Public navigation includes only released docs that are shown on the help center; folders with no visible content are omitted.

An unfiled doc is not listed in the help-center sidebar. If it is released, shown, and the site is live, readers can still find it through search or its direct link. Leaving a doc unfiled is not a way to make it private.

Delete a folder

A folder must be empty before it can be deleted. Move or delete its docs and subfolders first. Deleting a folder does not automatically delete its contents or move them to Unfiled.

Apply tags

Add tags directly to docs or to folders. The tag picker searches the organization's existing tags and lets you create a new one while assigning it.

A doc has:

• its own directly assigned tags; and
• tags inherited from its folder and every folder above it.

For example, if Guides carries customer and its Billing subfolder carries payments, every doc in Billing inherits both tags. A doc can also have tags of its own.

Inherited tags cannot be removed from an individual doc. Change the tag on the folder that supplies it, or move the doc outside that folder's hierarchy.

Moving a doc can add or remove inherited tags. The move confirmation shows tag changes before the move is applied.

Use folders and tags for agent access

An agent's Knowledge settings can limit its documentation tools by folder, tag, or both:

• A selected folder includes docs in its subfolders.
• A doc matches a tag selection if it has at least one selected tag, directly or through inheritance.
• If both folder and tag limits are enabled, the doc must satisfy both.

For example, an agent limited to the Guides folder and the customer tag can read only released docs inside Guides that also carry that tag.

An enabled limit with no selections matches no docs; a disabled limit imposes no restriction. See Agent knowledge for the full configuration.

Folder moves and tag changes affect access without creating or releasing a new content revision. Review changes carefully when an agent uses those folders or tags as its scope.

Keep public visibility separate

Folders and tags do not replace Show in Help Center. Use that switch to remove a doc from the public page, navigation, and help-center search.

A hidden released doc can still be read by an agent whose scope includes it.