Organize Knowledge with folders
Create a maintainable folder system that also provides the default collection structure for public Helpdesk content.
Knowledge folders help teammates browse, search, move, and maintain related sources. For a Helpdesk that projects public Knowledge, eligible folders also provide the default public collection structure without copying article content.
This guide explains how to choose durable folder boundaries, reorganize existing items safely, and understand the difference between Knowledge ownership and Helpdesk selection, order, or visibility.
How this fits into Humind
Knowledge is the maintained source of non-catalog information used by Humind. Articles, snippets, imported webpages, documents, and external help-center sources have different ownership and visibility rules. Choose a source type that matches how the information will be maintained.
Public, published articles can also be projected into a Helpdesk. Snippets remain operational guidance rather than public Helpdesk pages. Keeping one authoritative source for each policy reduces conflicting answers and makes updates auditable.
Before you start
Access: Knowledge read access lets you inspect the structure. Knowledge write access is required to create folders or move content. Helpdesk configuration requires its own company and Knowledge permissions.
- Inventory current articles, snippets, webpages, documents, and imported sources.
- Identify the primary audience and owner for each topic.
- Review the current published Helpdesk before changing public folder structure.
Step-by-step workflow
Design stable top-level folders
Group content by durable customer or operator jobs rather than campaigns, teams, or internal project names. Keep folder names short and distinct enough to become public collection labels when appropriate.
Use the fewest levels that make navigation clear. Deep nesting increases maintenance and can make an article hard to discover.
Create and place content
Open AI Agent, Knowledge, and choose New folder. Create the approved structure, then use item actions, drag-and-drop where available, or bulk move to place content. Search and status or tag filters help isolate a migration set.
Move the existing item instead of recreating it. Preserving the item avoids duplicate authority and keeps its maintained identity.
Review mixed content types
A folder can support public articles and private operational sources. Review each item's type, Public or Private state, and Published or Draft state. Snippets remain private and should not be expected as public Helpdesk pages.
Imported sources may follow their source lifecycle. Keep ownership visible so teammates know where a correction must be made.
Review the Helpdesk projection
The Helpdesk can include all eligible public articles or a selected projection. It can customize selection, hiding, order, and presentation without duplicating Knowledge content. Review collection order and any intentionally root-level articles.
A Knowledge change does not mutate an existing immutable Helpdesk publication. Publish a new version only after the folder and article set is coherent.
Permissions and important caveats
- Moving an article can change its default Helpdesk collection after the next publication.
- Private or draft content remains in Knowledge but should not appear in public Helpdesk snapshots.
- Helpdesk customization is a projection over Knowledge, not a duplicate content store.
- Bulk moves should be reviewed by id and title before execution to avoid unrelated content.
Verify the result
Use this checklist before considering the work complete:
- Every folder name is understandable to its intended audience and has a clear scope.
- Each item has one primary folder and one authoritative owner.
- Public article states and the Helpdesk selection match the intended collection structure.
- A new immutable Helpdesk version is published only after preview or content review passes.
Troubleshooting
A folder is missing from the Helpdesk
Confirm it contains an eligible public, published article included by Helpdesk settings and that a new Helpdesk version has been published. Empty folders are not useful public collections.
An article appears at the Helpdesk root
Check whether its Knowledge item has a parent folder and whether that folder is included in the projection. Move the existing item only when the intended collection is clear.
A move created duplicate-looking content
Search by title and source, compare ids and ownership, and stop further edits. Preserve the authoritative item and review any true duplicate before unpublishing or deleting it.