Hello,Is it at all possible to set help topics to show only top level categories then display a sub category followed by another sub?I would like to have a drop down for each of them to make it easier for users to select help topics but make sure it goes to the correct department/team.Eg.Help Topic- IncidentChild Help Topic- - SoftwareGrandchild Help Topic- - - Microsoft Outlook

@[deleted]What you are looking for is Nested Help Topic, it's not available yet, maybe in new releaseWhat I have done is use the custom form which linked to Help Topic and added a list to formexample:Help Topic called: Incident ( You can set to Department of your choice)Then you would create Form called Software and add list Items like Microsoft Outlook

@[deleted],unfortunately that does not give us what we need.We are trying to break the help topics down in a way that when we look at the dashboard we can see stats on where the majority of our issues are occurring and what software specifically it is.thanks.

Way you want would work but you will end up with long list of help topics, I had tested that too

It would look something like this:

Incident (parent)

Incident / software (child)

Then it would show up on dashboard, if you are looking for stats then use third party plugins

I resolved this myself using ticket filters and help tops.I created the parent topics as active public.Created the Child/Grandchild topics as active private.Added a Custom Form to show up when the different help topics are selected that has lists of software and hardware. based on what the user selects the ticket filter determines where the ticket should be placed and assigns it to the correct child help topic.Eg:User Selects: Incident/SoftwareThen Selects: Microsoft OfficeWhen the ticket is submitted the ticket filter grabs that info, and changes the help topic to:Incidents/Software/Microsoft Office.This way the users only see a small amount of the help topics available but agents and managers get the required reporting.While it is not an ideal fix as there are now a large number of filters in my system it does do the job.I consider this topic closed.

14 days later
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