Hi Intercom team,
We'd like to request an improvement to the Help Center experience.
Currently, when users open a Collection in the Help Center, all articles under every category are automatically displayed. For Collections containing a large number of categories and articles, this creates a very long page that can feel overwhelming and makes it harder for users to find what they're looking for.
While using sub-collections can sometimes help organize content, this isn't a suitable solution for every Help Center structure or use case. Some knowledge bases are intentionally designed with a flat hierarchy, and adding sub-collections would make the information architecture unnecessarily complex.
It would be great if categories within a Collection could support expand/collapse (accordion) functionality. For example:
- Categories are collapsed by default, with only their titles visible.
- Users can click a category to expand and view its articles.
- Optionally, administrators could choose whether categories are expanded or collapsed by default.
This would significantly improve navigation and readability for larger Help Centers while giving teams more flexibility in how they organize their content.
We hope you'll consider adding this feature. Thank you for your continued improvements to Intercom!