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Organize folders in the Knowledge Hub
Organize folders in the Knowledge Hub

How to view and create folders in the Knowledge Hub to keep all your support content organized.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

With all your internal and external support content coming together inside the Knowledge Hub in Intercom, you need to build a solid Information Architecture (IA) to enable easy access and ongoing management of content.

Design your Information Architecture (IA)

A good IA organizes content in a clear and logical way to enable teammates to navigate and find content quickly, and helps maintain consistency when new content is added because every piece of information has a clear home.

This means creating a hierarchical folder structure which could look something like this:

If you have multiple knowledge managers or teams who own content, we recommend using Optimal Workshop where your teammates can sort cards into categories that make sense to them. This can help you uncover an intuitive structure that works well for everyone.

If your existing knowledge base lives in Guru, Notion or Confluence, good news - you’ll be able to sync or import it all across to the Knowledge Hub in Intercom and keep your existing IA. However, folders will appear in alphabetical order on the Content page.

View folders

Folders will appear in alphabetical order on the left sidebar of the Content page in the Knowledge Hub and can't be rearranged.

Synced folders

Content that’s been synced from a webpage or external tool (Confluence, Guru, Notion, or Zendesk) will live inside a “synced” folder.

Content items synced from Confluence, Guru, or Notion will automatically be organized into the same folders as the source. However, folders will be displayed in alphabetical order when viewed in the Knowledge Hub.

Content items which are synced from Zendesk will appear in a list under one synced folder in the Knowledge Hub (folder structure is currently not supported).

Folders which are synced with a source can't be edited and any changes must be made to the source i.e. in Confluence, Guru, Notion, or Zendesk.

Create folders

You can also create your own folders directly in the Knowledge Hub for any content you create natively in Intercom.

Click the New folder button in the top right, then give the folder a name and optional emoji icon to help identify it.

When you create folders in the Knowledge Hub you can:

  • Create subfolders (up to 10 levels).

  • Change the folder name or icon.

  • Move to another folder.

  • Delete the folder.

  • Add a mix of content types to the folder.

Add content to a folder

You can drag and drop content you’ve created natively in Intercom into the folders you've created.

Learn how to use bulk actions to move multiple content items into a different folder.


  • Content can only live in one folder.

  • Moving public articles into folders won't make any changes to your public Help Center structure - this is managed through Collections.


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