Categorization

Learn how to create categories with different service projects or request types

Categories help organize the way customers interact with Help Center by collecting the service projects and requests types into different sections based on usage history.

Three categories are set as default. You can hide them if you don’t want to use them, but they can’t be permanently deleted:

• All - contains all service projects
• Popular - service projects which are used the most frequently
• Recent - based on the activity of the currently logged user shows all the recently visited Customer Portals and request types
• Favourites - contains all the request types and service projects that are starred by the customers

Note

• Favourites category is individually filled with content by each customer. To add an element to Favourites, simply hover over a request type or service project, and click the star icon. The element will appear under Favourites on the navigation bar.

• By default, the Favourites category is not hidden and is visible to every customer.
• Request types in the Favourites category will appear in the same order that they were first added.
• Due to technical limitations, custom cards cannot be added to the Favourites category.

You can create your own categories that will be visible on the Help Center.

Creating a category

You can create your own categories and fill them with service projects and request types.

Steps

1. Go to Jira Administration > Manage apps.
2. Select Categorization under Theme Extension.
3. Click Edit.
   

   

4. Click New category.
5. Type in the name of the category.
6. Select groups or organizations for which this category will be visible.
7. Add the elements including Projects, Request types, Request types groups or External links
   Note

   If you want to add the External link element to the category, Specify the Display name and insert a URL. If you want the link to be opened in a new browser tab, check the box beneath the text fields.

8. Click Add to category. The elements included in the category will be displayed on the right.
9. Click Save.
   

   

Note

• You can use drag and drop to rearrange the order of the categories and the elements within them.
• You can remove added category by hovering over it and clicking the trash icon.

Result

Category is created and visible on the Help Center.

Example

Categorization in a Help Center displayed in a List theme.

Visibility

You can change the visibility of every category, including the default ones.

Steps

1. Select one of the available categories (including the default ones).
2. Click Edit.
   

   

3. In the Category settings on the right, click on the Category visibility.
4. Select the Jira groups and organizations that will have access to this category.
5. Click Save.

   

Tip

Hide the category from everyone by hovering over it and clicking the eye icon. You can also delete your own categories entirely by clicking the trash icon.