Request to create or update content for your Access product's Help Centre via the Digital CX chat feature, for our Digital Support team to complete.
This ensures our Digital Support Engineers (DSEs) have full visibility of what’s needed and when, and we can keep you informed of its progress and publishing, helping us keep everything running smoothly.
How to request content changes
Whenever you need content created:
Go to the Digital CX Help Centre: https://intercom.help/digital-transformation/en/
Click on the Access Digital Assistant icon in the bottom right of the page.
Select "Ask a question".
Answer the Digital Assistant's questions, as it asks:
Which Division your request is for.
Your email address, so we can send you progress updates.
What function you're from.
What you require help with; select 'Content Support'.
What Access Product the content relates to.
What type of content you'd like to create or update.
Finally, let us know your request, including the following where relevant:
A due date for completion (minimum 3 business days).
Supporting documents for new content.
The existing article's URL and the required changes.
Once submitted, your request will be created as a ticket for the Digital Support team to review, process and publish.
The DSE assigned to your request will reach out on the ticket should they require any clarifications. Updates will be available in the Digital CX Help Centre, where you can also track your ticket's status, but you'll get updates via email too, so we can keep things transparent and moving.
Benefits of the new process
By submitting content requests through the Digital CX Help centre, we can:
Improve turnaround times thanks to clearer visibility and easier planning.
Reduce back‑and‑forth communication, since the form captures everything needed upfront.
Ensure consistency in how content is requested and delivered.
Allocate work more efficiently across the DSEs.
Avoid last‑minute rushes by encouraging proactive planning.
Create better-quality content because the team has the right time, context, and resources.
Build a forward‑looking content roadmap, helping us support campaigns and business needs earlier
Plan ahead
This content request process acts as our content roadmap. If you know of any upcoming requirements, whether they’re three, six, or nine months away, please submit them as early as possible.
Early visibility allows our DSEs to plan capacity, prioritise effectively, and deliver higher-quality content.
Please share this process amongst your teams!