Defining requests
Help Center requests are classified as:
- A request for a new Help Center article
- A request to add content to an existing Help Center article
- A report of an inaccuracy or typo in an existing Help Center article
- A request for an instructional video (to be hosted on the Help Center)
Guidelines
Please adhere to the following guidelines when submitting Help Center requests:
Requests should pertain to only one article
Do not submit requests related to multiple articles in a single ticket. If you have requests pertaining to a set of related articles, please categorize your specific requests into separate tickets. Submitting requests in this way allows for more accurate bandwidth/resource scoping, making your suggestions more actionable. It also promotes accountability, insofar as you can be notified when each of your individual requests have been actioned (instead of having to wait for the full batch of requests to be actioned before getting an update).
Example
You have collected a series of suggestions for articles relating to Lever's Analytics functionality, including recommendations for sections to be added to 2 existing articles and 1 new article to create in order to close a content gap.
| ✗ | Submit all suggestions as 1 Help Center Feedback request |
| ✓ | Separate suggestions into 3 individual tickets; one for each request to expand on an existing article and one for the new article request |
Provide as much context as possible
Including details related to the motivation for your request go a long way in making sure the updates being made to Help Center content are maximally relevant. Take this opportunity to allow as much of the customer voice to shine through as possible. For this reason, there are fields on the ticket form for links to related articles and support tickets that could provide additional context.
Example
| ✗ | Please add more detail to the processes described in this article. |
| ✓ | Please add more detail to the steps in the process outlined in section 2.3 of this article. I received feedback from a customer that they were trying to follow the process but found steps 2 through 4 to be vaguely worded, and they ended up having to figure out how to proceed through trial and error. |
SLA
The timeframe for turnaround on Help Center requests can vary depending on their nature. In general, reports of inaccuracies and typos will be actioned quicker than requests for content additions.
For content additions, please bear in mind that large-scale Help Center content plans are drafted on a quarterly basis. If you have submitted a request for a new article or an extensive update to an existing article, it may be folded into the plan for an upcoming quarter.
Finally, note that instructional videos tend to be the most labor-intensive pieces of Help Center content to create and will generally take longer to deliver on.
You should receive a response to your request within 2 business days. The response will contain notes on when you can expect your feedback to be actioned, based on the volume of requests in the queue and the point in the quarterly content creation cycle.
For general visibility, Help Center content addition updates (new articles and updates to existing articles) will be posted in #help-center-updates (formerly #help-center-feedback) on Slack.