Requesting Changes to Support Portal Documentation

This guide outlines the steps for submitters to follow when requesting updates to an existing client-facing document published on the Freshdesk Support Portal.

Access T&D Jira Board

• Access the Training & Documentation Jira Board.
• Click Create at the top of the page.

Create a Ticket

• Select work type - “Documentation”
• Leave status as “New”
• Use the following naming convention for the summary: Update [Document Title]
• Select Documentation Type - “Update Documentation”
• Select Product: Elevate, EthosCE, Eventscribe, or Warpwire
• Add the Document URL for the article that needs to be updated

Review the Documentation Update Request Form 

• Use the Documentation Update Request Form to describe:
  • The specific content to be replaced (e.g., “Update step 3 to reflect new login screen” or “Replace screenshot on line 4 with attached updated image”).
• Attach the completed form to the Jira ticket.

• Alternatively, you can describe the details of the update in the Description section of the Jira ticket.
• All other fields in Jira can remain as is.

Submit the Ticket

• Click Submit.
• The Training & Documentation team will review the request