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How to Create an FAQ Category in Horilla HRMS

April 13, 2026

One of the main duties of any HR team is effectively handling employee inquiries. Horilla HRMS comes with a built-in Help Desk module that includes an FAQ section, a great way to reduce repetitive questions and empower employees to find answers on their own. In this guide, we’ll walk you through how to create an FAQ category in Horilla HRMS, and also how to edit or delete one if needed.

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What Is the FAQ Category Feature?

Before jumping into the steps, let’s quickly understand what this feature is about. In Horilla’s Help Desk module, FAQs are organized under categories. Think of categories like folders — each one groups related questions together. For example, you might have a category called “Attendance” for questions about check-in times and leave balance, or “Payroll” for salary-related queries.

This makes it easier for employees to navigate the FAQ section and find what they’re looking for without raising a support ticket every single time.

Navigating to the FAQ Categories Page

To get started, log in to your Horilla HRMS account. Locate the Help Desk module in the left-side navigation menu once you’re on the dashboard. At the bottom of the sidebar is an icon for a headset.

After clicking on it, you’ll land on the Help Desk section. On the left panel, you’ll see two options: FAQs and Tickets. Click on FAQs.

This will take you to the FAQ Categories page, where all existing categories are displayed as cards. The category title, a short description, and a “View FAQs” button are displayed on each card. If you’re setting up Horilla for the first time, this page might be empty or have a few default categories depending on your configuration.

Creating a New FAQ Category

Now that you’re on the FAQ Categories page, creating a new category is pretty straightforward.

Look in the upper-right corner of the page.

You’ll see a red button labeled Create. Click on it.

A pop-up modal will appear with the title “FAQ Category Create”.

Inside the form, you’ll find two fields:

1. Title (Required)

This is the name of the FAQ category. Make it clear and relevant. For example, you could name it “Leave”, “Payroll”, “Attendance”, “Recruitment”, or anything that fits your organization’s structure. The title field is marked as required, so you can’t skip it.

2. Description

This is an optional text area where you can write a brief note about what this category covers. Something like “FAQs related to leave policies and applications” works well. It doesn’t need to be long — just a sentence or two to give users a quick idea of what they’ll find inside.

Once you’ve filled in the title and optionally the description, click the Save button at the bottom-right of the modal.

That’s it. Your new FAQ category will now appear as a card on the FAQ Categories page alongside the existing ones.

Editing or Deleting a Category

Sometimes you might make a typo in the title, or you need to update the description after some internal policy changes. Maybe you created a test category and want to remove it. Horilla makes this easy, too.

On the FAQ Categories page, each category card has a three-dot menu icon in the top-right corner of the card.

Click on those three dots, and a small dropdown will appear with two options:

Edit – Opens the same modal form you used to create the category, but now pre-filled with the existing title and description. You can make adjustments and then click Save again.
Delete – Removes the category completely. Be cautious with this one, especially if there are already FAQs related to that area.

This three-dot menu is your go-to for any corrections or cleanup. It’s simple, quick, and doesn’t require navigating to a separate settings page.

A Few Tips to Keep in Mind

Keep category names simple and straightforward. Employees should be able to guess what’s inside just by reading the title. Avoid vague names like “General” or “Miscellaneous” unless you really need them.
Use the description field. Even though it’s optional, a short description helps employees understand the scope of each category before clicking into it.
Don’t create too many categories. It’s tempting to organize everything into very specific buckets, but too many categories can actually make navigation harder. Start broad and add more as needed.
Review your categories periodically. As your organization grows and policies change, some categories might become outdated. Use the Edit or Delete option from the three-dot menu to keep things tidy.

The FAQ Categories feature in Horilla HRMS is a simple yet effective way to organize your Help Desk information. Creating a category takes less than a minute, and the ability to edit or delete from the three-dot menu means you’re never locked into anything. Once your categories are set up, you can start adding FAQs under each one, making your HR support process smoother for everyone involved.

Whether you’re managing a small team or a large workforce, having a well-structured FAQ section can significantly reduce the load on your HR team and give employees the self-service experience they appreciate.

Horilla HR Editorial Team Author

Horilla HR Editorial Team is a group of experienced HR professionals, HRIS consultants, and technical writers who are passionate about HR software. We have deep, hands-on understanding of the HR landscape — from hiring and onboarding to payroll compliance and workforce analytics — and are committed to providing our readers with the most up-to-date and accurate content. We have written extensively on a variety of HR software topics, including applicant tracking systems, performance management software, employee engagement tools, and payroll software. Our content is reviewed against real product capabilities and current compliance standards. We are always looking for new ways to share our knowledge with the HR community. If you have a question about HR software, please don't hesitate to contact us.