Freshservice - Service Catalog - Service Categories levels

You can do some “magic” with CSS/javascript( don’t ask me how )  but there have been talks about you are going to be able to create sub categories .  Just now you can’t. 

Yes, in Freshservice, you can add custom fields to service items or use service item groups to introduce more granularity, but multiple hierarchical levels aren't natively supported beyond categories and items.

Thank you for this feedback. It’s now possible to add multiple levels for categories in Service catalog. Please check out this support documentation for more details:

https://support.freshservice.com/support/solutions/articles/199643-configure-the-service-catalog#Create-a-root-category

Hi ​@gopikrishna ,

We already have a list of service items and to achieve sub-category-like appearance, we used some js and css. Now that Freshservice natively supports Root and Sub-categories we tried doing a new Root and Sub-category organization of our service items however, the icon for creating sub category is disabled with this opo-up info “Since your support portal is customized, reset your list of categories to default to start creating subcategories”

We tried removing all css and js that has anything to do with sub-categorizing items but still getting the same issue. Any help or insight is greatly appreciated.

​@chard1988 Please raise a support ticket and the Freshworks support team will help you with this.

Just a quick note: Currently up to 3 levels of hierarchy is supported for categories.

And you are using the “new” Low code/No code portal as well? 

Hi ​@Daniel Söderlund 

Yes. I’m using the new low code/no code portal. I’ve even removed all custom css and js. Yesterday out of desperation I decided to reset my self-service portal removing all customizations that I created but still getting the same issue.

Contact FS support.