Can a knowledge base be like wiki?

[Yuta Komiya]

Hi, 

When the number of knowledge base articles under a category reaches more than 10, it becomes difficult for users to reach out to the desired article. Can it be possible to implement multiple category layers so that the user experience becomes similar to a wiki?

[Nic Brough _Adaptavist_]

The knowledge base is done in Confluence, which is a wiki already.  This already has a tree structure, you just need to nest pages into categories

[Angélica Luz]

Hello @Yuta Komiya,

Thank you for reaching out to Atlassian Community!

In the customer portal, the best way to organize articles is by using categories as you are already doing. 

It's not possible to change the way it looks. There is a workaround that will allow customers to see articles in Confluence directly and they won't need a license for that:

•  How can I make my users and customers see Confluence pages without a license?

After migrating customers to Atlassian account, they can access directly https://xxxxxxx.atlassian.net/wiki/spaces/SPACE-KEY/overview and view all articles from the space that is linked to the project.

Regards,
Angélica

[Yuta Komiya]

Hi @Angélica Luz , thanks for your support.

Let me clarify a concern about migrating the portal to Confluence space. In my understanding, Confluence does not have the request form, which is an useful function in the portal, without adding some add-ons. Is there a better way to balance that?

[Angélica Luz]

Hi Yuta,

Thanks for sharing your concerns.

Migrating customers to Atlassian account will allow them to see Confluence, but it won't remove their permission to access the portal. 

The difference, in this case, is just to allow them to see articles outside the portal, so they can see the entire list of articles of the space, but to create/view tickets, they will have to access the portal.