I was creating a request ticket for this more than 1,5 year ago now and was pointed out that this ticket was already open. I off course immediately voted for it. But now, 1,5 year later this basic functionality is still not picked up.... 

Why not ? Categorising you knowledge base must be proper functionality in the first place 

Sorting is STILL very much needed!

Our company was considering moving over from a competitor (Zendesk Support/Guide) to JSM Knowledge Space, but the ability to add sub-categories is non-negotiable for us. In order to maintain the level of excellence we want for our customer support and user experience, our users need the ability to easily find the articles they need since we want to have multiple teams across departments using the knowledge space within the help center.

While I was initially impressed by JSM Knowledge Space interface, it unfortunately doesn't need our minimum needs for documentation. We sadly won't be able to consider JSM as a vendor for our department until sub-categories and sub-sub-categories are available. Is there an ETA on when this feature will be available?

A workaround I have found is to add links to the child pages in the parent page. So you have a category "Car", then a page in that category "Wheels", then the content of that page is links to each child page in the wheels "subcategory".

The end goal of the Knowledge Base is to provide an easy way for users to find or browse articles.  The ability to categorize and sub-categorize (and even sub-sub categorize) articles makes for a much better user experience.  Jira is a great tool but some of the functionality that should be intuitively basic seems to be lacking.  Like sorting your articles alphabetically within a category .

I'd like to see Jira take action on this request.

Any movement on this? Can't believe there's no way to do this or work around it?!

Really.....this isn't a feature.....Atlassian comeon

Team Atlassian,

This is very basic for any ITSM tool, check with any of your competitors and all has them.

With company at your size and stature, this should be simple change to incorporate this enhancement.

Please get it done ASAP.

This is reason enough for me to choose a different software altogether. Such a basic requirement.

I found this article here: https://community.atlassian.com/t5/Jira-questions/How-do-I-add-categories-and-sub-categories/qaq-p/663892 but haven't quite tried it myself. I've only just come across this issue now and indeed its frustrating! Anyone can try this and see if it works I'm about to x

We are eagerly awaiting this functionality. We experience the same problem as described by the previous users' comments and this solution would be huge for us when released. Even a functional work around of some kind in the near term would be great. 

We have hundreds of articles in our knowledge base, and find it very frustrating that we can only reasonably feature a few, since there is no option to have subcategories or hierarchy.

We created 3 categories with just a handful of articles in each, but all the other articles get far fewer views in the support portal. 

Right now, the support portal feels extremely limited in terms of knowledge base features, compared to Confluence (where we create content). We end up referring our customers to Confluence spaces instead (which we'd prefer not to do.) 

I think sub-categories would be a great addition, and be very helpful for better content management.

Thanks,

Raymond

Hi Atlassian team,

It is essential for us to have the ability to create subcategories for our Knowledgebase. Our product has high level "tables" that have sub-features associated to each one. This in combination with the lack of searching for more than 3 articles, is causing massive confusion for our user base.

For Example we have

Form> Fields> Components 

Form> Process> Buttons

Currently all of these Components and Button articles just fall under Form. Our clients coming from our previous system are having a hard time finding the article they need form a list of 45-50.

Hi Joe,

I've recently started using Jira Knowledge base for sharing training materials for an IT system we have rolled out and for which we also have a Jira issue desk. At the moment, I have over 70 artlicles on how to complete certain tasks under 10 Subcategories. For example, one of these Subcategories is Suppliers and I currently have over 15 associated articles that could be broken down into further subcategories.

For now the chain stops at supplier : 

Help Centre/Software/Finance/Suppliers

And I use a menu on the supplier page to link all the other articles I have created whereas I would like the possibility to add at least another 2 sublevels : 

Help Centre/Software/Finance/Suppliers/Invoices/Troubsleshooting

The security level is the same across all levels at the moment but it would be nice to have an option to restrict certain sub categories as and when needed.

Depending on if and when changes are rolled out for the software, I may need to create articles at all levels.

Kind regards,

Martina

Hi Chandra

This is definitely something that we will work on. The questions I had around this were:

• how many level of sub categories would you require? 
• Would you also be creating articles directly within a parent category, when child categories are available
• would there be permissions restriction that you want to be applied at these levels

Would love to understand your use cases around these to build something that is beneficial. 

cheers

joe

Hi All/Joe,

I also felt the same way. I think that basic features like subcategories are the few things which most of the organisation will need.  I am not sure what is the reason for not having these subcategories as they seem to be an essential part of painting the Knowledge base. A flat structure not only become difficult to manage but also not efficient and have readability issues. A limit of 20 categories, 50 articles per category makes it worse.

As an example, think about confluence not having nested pages.

I understand for complex features/integration we do have to wait but really can't imagine not having the abilities to add subcategories. It just that we are now tied up with Atlassian suite with no way out.

Is this feature is actually being considered or it's a straight no?

@ Arthur - Thank you for the feedback. Curious to know, would you have a reason to add articles directly under Parent company as well. 

@ Timothy

I'm sorry you felt that way, this option of scheduling ensures that we can get a convenient time for both of us without having to mail back and forth. 

cheers

joe

@Joe [Atlassian] > I am interested in providing input. I have, here, along with many others. Please start with what has been offered, that KB subcategories are critically needed and yet do not exist. The deeper issue, perhaps, is why has it taken so long for anyone to hear that and take it seriously. Asking me to schedule time on your calendar at your convenience to explain what you can read above, kind of explains that. Just fix it.

Joe,

This would be helpful for our company.

• Parent Company 
  • Sub Company 1
    • Sub Company 1 Category 1
      • Help Article 1
      • Help Article 2
      • Help Article 3
    • Sub Company 1 Category 2
      • Help Article 1
      • Help Article 2
      • Help Article 3
  • Sub Company 2
    • Sub Company 2 Category 1
      • Help Article 1
      • Help Article 2
      • Help Article 3
    • Sub Company 2 Category 2
      • Help Article 1
      • Help Article 2
      • Help Article 3

Thanks,

Arthur

Hi

I'm Joe, Product manager in JSM. I would like to talk to some(or all) of you to understand this need better and other knowledge base related asks you might have. If you are interested in providing inputs as we build this out, please book a suitable time here https://calendly.com/jjayanth/category-sub-category-in-jsm . 

Looking forward to talking to you. 

Cheers

Joe

Our organization has several business units that would really benefit from this capability.  We provided a demo of Jira Service Desk knowledge base to them, but this was one feature that is a requirement for them. One business unit has started looking at other products due to how cluttered their content would be without having the ability to breakdown articles by subcategories.

This would be amazing to have, as we have quite a lot of KB articles

So, after designing a logical structure for our service desk's "how-to" articles based on subcategories, I find on trying to implement it that I cant because there are no subcategories!

Very poor!

Come on Jira, sort it out!

I'm also eagerly awaiting the ability to add subcategories to the Knowledge Base. Far too cluttered to add all of our content, so we can't rely on Jira Service Desk as our full support solution. Please add!

We've been making a Knowledge base for a very complex product that features a lot of other software integrated. Writing a Knowledge Base here almost isn't doable without some kind of sub-category.

I was surprised to find this functionality was not already there, as I think the navigation structure for customers in the Help Center is very well suited for this kind of nested layout.

would be very helpfull!

This would be greatly beneficial to organize documents in a cleaner way.

That would be a great feature we are waiting on!

This feature would be good for us! At the moment we are creating sub-category articles for articles, and sometimes even sub-sub-categories. This takes a lot of time and is very difficult to admin.

We would benefit from this as well!

Thank you Atlassian Team!

this would be really helpful

The ability to sort the category order is functional.

But rather than creating additional categories which will only clutter up the portal, having sub-category would be ideal way to categories the articles in to a more meaningful order.

> Car

   > Engine
      > V6
      > V8
      > V12
   > Tyre
      >  225/45/17
      >  245/45/17

The Confluence articles already have the correct categories so I don't see why it would be that much extra work in just creating sub-category on the Knowledge Base