Knowledge Base Updates: Link to the Request Form

Have a suggestion for a Knowledge Base or Documentus resource you would like to see - client-facing or internal? Have you found an article that needs an update, or just has a typo or broken link? Fill out the request form and we'll take a look!

ClickUp form

Are you on the Support team working in Zendesk? Please submit any feedback or requests related to a ticket via the Knowledge feature in Zendesk. This links the request to the ticket and gives us helpful context and information.

Once we receive your request, we’ll assess level of complexity and effort and assign a t-shirt size, which determines our due date. We do our best to hit all due dates, but release work can take priority over these updates and cause them to slip.

• X-Small: 5 business days

  • Generally we are adding context, a note, or other small update. We have all the information we need and we know it is correct or can easily confirm it.

• Small: 3 weeks

  • More than just a note - rework steps, add a new but small section, etc. We have all the information we need but we have to confirm steps or behavior in-app.

• Medium: 6 weeks depending on reply time from SME

  • Article rework or simple new article

  • Need to get information from SME’s or do extensive in-app work

  • Probably needs SME review

• Large: 8-12 weeks depending on SME schedule

  • Need SME collaboration

• X-Large: Project will be considered during roadmap planning

  • Extremely complex article or a section rework. This is a project, not a task.

  • Writer is learning the feature/product in the process of writing.

  • SME collaboration and review needed.

If you have a ClickUp account, you are welcome to follow the progress of the task. Select the option on the form to receive updates via ClickUp! If you aren't following the task, we'll do our best to let you know the request is complete via Teams.