Introduction

Customization Requests are technical requests that involve modifying the appearance and behavior of the frontend of your Knowledge Base. To learn how to write and submit a Customization Request, please refer to How To Submit Customization Requests.

Customization Request Tiers

Customizations requests are typically categorized into three distinct tiers: Minor, Medium, and Overhaul. Each tier corresponds to a different pricing structure and the scope of the customization. You can find the current pricing here: Expert Customization Pricing.

Minor Requests

Small-scale modifications, such as redesigning specific elements, adjusting basic functionality, setting up custom redirects, or embedding codes. Examples:

• Updating default fonts and colors
• Enabling/disabling frontend features
• Modifying static sections

Medium Requests

Partial front-end redesigns, including updates to multiple category/article pages and adding custom sections. Examples:

• Customizing the design of Category Pages
• Adjusting the layout of Article Pages
• Updating default sections on the Home Page

Overhaul Requests

Comprehensive front-end redesigns, incorporating major changes across multiple category/article pages, custom navigation, and deep redirects. Examples:

• Redesigning the entire Knowledge Base layout
• Implementing a full design project from tools like Figma or Adobe XD

Customization Request Status

Each request follows a specific process. Below is an overview of what each status means:

Open

Your request is in the queue, but no customizer has been assigned yet.

Note: Multiple customizers work on different tiers simultaneously. Even if your request is open, it may be assigned quickly once a customizer becomes available.

Assigned

A customizer has been assigned to your request.

Estimated completion time is 24-48 hours, though it is often completed sooner.

Started

The customizer is actively working on code changes in your Knowledge Base.

This includes creating, updating, or removing code as needed.

Paused

Additional information is needed to proceed.

The requester will be contacted via chat or email for clarification. Please note that we will reach out multiple times, but the request might be canceled if we don't hear back from you.

In-Review

The request is under internal evaluation by Helpjuice staff.

This typically occurs when the request conflicts with a standard or backend feature. No action is required from the requester—internal processes are in place to handle these cases.

Completed

The request has been successfully implemented. In this stage, no additional changes can be added to your request.

If any topics were out of scope or not supported, the requester will be notified. Please note that we will reach out multiple times, but the request might be canceled if we don't hear back from you.

Canceled

The request could not be implemented.

This may happen if multiple topics are unsupported or if the request is invalid. The requester will receive a detailed explanation.

Issues with Requests

What happens if I submit my request under the wrong tier?

If you submit a request under the wrong tier, our team will review it and take the appropriate action:

• If you submitted a higher-tier request than necessary, we will refund the additional cost.
• If a higher-tier request is required, we will cancel your submission and notify you to resubmit under the correct tier.

For requests that require a major revision but are submitted as minor or medium requests, we will provide guidance on the next steps.

What happens if I don’t like the implementation?

If the implementation doesn’t meet your expectations, you have the following options:

• Provide feedback, and we will make the necessary adjustments.
• Request a revision with specific details on what needs refinement.

We are committed to ensuring the final implementation aligns with your requirements, as long as it remains within the scope of the original request.

What happens if I have additional changes?

If you need further changes after a request has been completed:

• Minor tweaks within the original request’s scope can often be accommodated.
• Significant changes may require a new request, depending on complexity.
• If the new changes go beyond the original scope, you can submit a follow-up request.

We’ll work with you to determine the best approach based on the nature of the changes.