You can drive discussions in your community forums with as many categories, forums and topics as you need. Each of your forums in Freshdesk have to fall under one of these four types:

You can customize each of your Forums differently based on the above listed types. For example, your Q&A forums, User tips and discussions with how-tos or workarounds would ideally be Question Forums. Similarly, if you are running a discussion thread to invite ideas, solutions and feature requests from your customers, you would want it to be an Idea type forum.

Your agents can also link any forum topic to an existing ticket or create a new one from it.