Getting Your Content and Design Requests Right
What You Need to Know Before Submiting Customizations and Migrations
Written by Amanda Stançani
Updated at August 13th, 2025
When requesting a customization or migration, it’s important to know what’s covered in our scope and what steps you’ll need to take on your end. This guide will walk you through the types of changes we can handle, what falls outside our scope, and the actions you’ll need to complete to ensure a smooth and efficient process.
What You Need to Do
Some actions are considered content editing and should be handled on your end. The good news - it only takes a few simple steps to complete them:
- Renaming Categories, Subcategories and Articles
- Updating Category and Article Descriptions
- Uploading Category Icons
- Publishing Articles that have been imported
- Updating Access Levels when needed
If you’re not sure how to complete a task or whether it should be handled by your team, and you can’t find the answer in our Knowledge Base, just email us at support@helpjuice.com or contact us via Chat. We’ll walk you through the steps and make sure everything gets done smoothly.
What’s in a Migration Request
When you request a migration, we import your content into your Helpjuice knowledge base. The content will be placed under a new “Helpjuice Import” main category.
- Structure provided: If you provide a content structure, we will maintain your categories and subcategories within Helpjuice Import.
- No structure provided: If no structure is provided, all articles will be imported under Helpjuice Import without subcategory organization.
For more details, check Custom Import Services.
What’s in a Customization Request
The customization team applies the design you request. The most common way to share accurate sketches is through Figma files - not required, but highly recommended.
Customizations apply to the frontend (the end-user view). Changes in the admin area/editor are not covered, as they’re part of the backend. For more details, check the What You Need to Do section and Understanding the Scope of Customization Requests.
In some cases, the design may not look as expected if the content isn’t structured properly or certain actions are incomplete (e.g., missing category icons or descriptions). If you're not sure why the design doesn't look as expected, feel free to contact us at support@helpjuice.com or via Chat and we will help you understand what needs to be adjusted.