Folders (sometimes called categories) group related articles together, so your help center reads as an organized set of topics instead of one long unsorted list.
Creating a folder
Create a folder with a name and a description. The description helps visitors understand what they'll find inside before they open it, so write it the same way you'd introduce the topic to a new customer.
Cover images and icons
Give a folder a cover image or an icon to make your help center's homepage easier to scan visually. This is optional, but it makes a real difference to how polished your help center feels.
Ordering things
You can drag folders into the order you want them to appear in, and do the same with the articles inside each folder. Put your most important or most-read content first.
Publishing and archiving
Like articles, folders have their own publish and archive states. Archiving a folder hides it and everything inside it from your live help center without deleting anything, useful if a topic is temporarily out of date.
Managing articles at scale
When you're working with a lot of content, you can move an article to a different folder, connect related articles to each other, or act on several articles at once instead of one at a time.