+2The current knowledge base hierarchy doesn’t provide sufficient flexibility to mirror the complexity of their organisation. This is especially true for multinationals.
Currently, Freshservice supports 3 layers (category, folder, item) which typically does not support use cases very well that have a) multiple functions working in one tenant and/or b) that have more demands on regional and country level distinction.
cc:
+7Can see the advanages, but for smaller organisations also disadvantages. Would be ideal if there was a variable (with a limit) to determine levels in KB, set for the entire helpdesk.
+2Good point
+1Currently each level has a specific style in the way it is displayed (could differ if using a theme). It would have to be considered how the nested hierarchy would display after the third level with a variable number of nested levels.
For example, would a nested folder just look like an item? How is it distingushed from a Solution item itself?
That being said - I think having up to 3 nested levels (folders) or so seems like a good balance to where it would provide much more flexibility without having to worry about an unknown (variable) level of layers that could result in display issues. I can reasonably see solutions for how up to 3 nested levels could be displayed (potentially).
I think having the extra nested levels could be useful, but after a certain point I would personally consider breaking out the folders to top-level categories if for no other reason than to make it more accessible to my user base.
+10We desperately need more levels. Our organisation onboarded not only IT but also HR and Facility.
Thanks to the new Workspaces this also makes sense. But in comparison to the Incidents, in the Solution articles all Workspaces are visible on one huge list with scroll bars.
As the top level is used by the workspace itself, this leaves us with only 2 levels. This is WAY too less to be functional.
We have now started making Folder & Article Prefixes, but that makes it very hard to read.
Our Ideal structure would be:
IT
->IT Topic
--->IT Subtopic
------>Technology (macOS or Windows for example)
HR
→ HR topic
etc….
+8
+5Representing here another company wanting to add new levels (we’re 60 persons, B2B, crafting and distributing hardware and software solutions). We need this to make life’s easier to our distribution partners at the global level and organise more clearly our KB. This is one big limitation we see in the product today.
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