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Content Request

Let your users report missing content.

Updated this week

About

Content Requests allow users to report missing or incomplete information in the knowledge base. At any time, they can create a new request and describe the content they need.

This feature is intentionally lightweight and focuses on collecting needs from users, assigning them to the right contributors, and tracking progress until completion.

Glossary

Request
A demand for new or improved content (often resulting in a new article or a significant update).

Requester
The user who created the request.

Assignee
The contributor responsible for working on the request. Can be changed by platform coordinators, space coordinators, or the current assignee.

Coordinators
Includes both Space Coordinators and Platform Coordinators.

Stakeholders
All individuals involved in resolving the request (Requester, Coordinators, and Assignee when one exists).

Permissions

All users

  • Can create requests (even without edit rights).

  • Can view and track their own requests.

Space Coordinators

  • View all requests in the spaces they coordinate.

  • Create requests on behalf of other users.

  • Change the Requester.

  • Assign or unassign a request.

  • Change the request status.

  • Move requests between spaces.

  • Archive or delete requests (only within their spaces).

Platform Coordinators

  • Same abilities as Space Coordinators, but across the entire platform.

Assignee (Contributor)

  • Can update the status of a request they are assigned to.

  • Can reassign the request to someone else.

  • Can add comments and link articles.

Requester

  • Cannot delete or archive their own request.

  • Can comment and track progress.

Special rule:
If a request is moved to a space the Requester cannot access, a warning will appear for the other stakeholders.

Space change & Assignee rule:
If a request is moved to another space and the current assignee is not part of that space, the assignee is automatically reset.

What is a Request?

A Request represents a user-identified need to enrich the knowledge base. Each Request includes:

  • Title — a short summary of the need.

  • Description — a clear explanation of the expected content.

  • Requester — automatically set to the user creating the request, but editable by coordinators.

  • Space — where the request is created and managed.

  • Assignee (optional) — the contributor currently responsible.

  • Status — a 3-step workflow:

    • Open (default)

    • In Progress (work started)

    • Done (request addressed)

  • Linked articles (optional)

  • Creation date

  • Unique Request ID (useful for referencing a request in conversations)

When a request moves to Done, it behaves like the previous Resolved state (notifications, list behaviour, etc.).

A dedicated view allows each user to see:

  • their own requests

  • the requests where they are the Assignee

  • for coordinators: all requests in their spaces (or the whole platform)

How It Works

Creating a Request

Any user can create a request.

To do so:

  1. Go to the “Article Requests” tab.

  2. Click “New Request”.

  3. Provide a title and description.

  4. Submit.

The request appears immediately in the request queue with status Open and no assignee.

The user simply needs to describe their need.

Once submitted, the request is saved and added to the request queue.

Processing Requests

Space Administrators, Coordinators, and Contributors (when assigned) access a consolidated list of all requests relevant to them.

They can click a request to view its full details.

From there, they can link an article to the request. Suggestions will appear based on the description.

Assigning a Request

A request can be assigned by:

  • Platform Coordinators

  • Space Coordinators

  • The current Assignee (reassignment)

Rules:

  • Requests can always be unassigned.

  • Assigning a request notifies the assignee.

  • If the request moves to a space where the assignee has no permissions, the assignee is reset.

Contributors automatically have a dedicated view showing all requests assigned to them.

Statuses

Requests now follow a 3-step workflow:

  1. Open
    Default. The request has been created but no work has started.
    ​

  2. In Progress
    The assignee (or coordinator) marks this when they begin working on the request.
    ​

  3. Done
    The request is completed. Usually, an article is created or updated and linked.

Statuses can be changed by:

  • The Assignee

  • Space Coordinators

  • Platform Coordinators

Outcomes of a Request

Four main outcomes:

  1. A new article needs to be created.
    Create the article, then link it.
    ​

  2. An existing article fully answers the request.
    Link the article and mark the request as Done.
    ​

  3. An existing article is relevant but incomplete.
    Improve the article first, then link it.
    ​

  4. The request is out of scope.
    The request can be archived by coordinators.

Comments

Sometimes, the request isn’t clear enough. In this case, stakeholders can communicate through the comment thread.


Users are notified and invited to reply to clarify the request.

Notifications

Notifications are automatic and differ by role.

Assignees

  • When assigned to a request

  • When unassigned

  • Status changes

  • New comments

Requesters

  • New comments

  • Status changes

  • Requester changes

Space Coordinators

  • New request in their space

  • New comment on a request in their space (unless already assigned to someone)

Platform Coordinators

  • Same as Space Coordinators, but for all spaces they oversee.

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