The Boxes
These boxes are just a setting that I’ve enabled. They can be disabled if users find it confusing.
But I think the reason for the confusion is not so much the boxes, but rather the fact that the “main” category is the parent category. See bellow:
User Support --> Main Support category
├── Hardware Support
├── HCL Reports
├── How-Tos
└── Testing 4.1
So following your explanation @ToastedCoral when one jumps into the “User Support”, then there is no box for let’s say “User Support”.
If this is the problem one possible solution could be to create a subcategory for general questions such that no “user support” post would land on the parent category.
Unlike Renaming "How-Tos" category this is a problem that is hard to assess we can’t see users doing the mistakes. So let’s see if someone else also complains about this.