CITADEL Support Service desk

Are we meeting our service levels, and what is waiting on the customer?

Support runs your service desk and your delivery work in one place. Tickets are tracked against service levels on your business hours, changes move from analysis through UAT to release with the customer's sign-off at each gate, and customers follow it all in a branded portal.

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SUPPORT Customer Support Platform

Delivery

UAT 4

UAT3

WI-0017UAT Employee Center benefits enrolment topic Pemberlow Retail Group · Enhancement · Daniel Reyes · 3/5 tasks Awaiting UAT sign-off
13.00h / 14.00h
WI-0019UAT Upgrade readiness checker script Internal · Enhancement · Aisha Rahman · 3/4 tasks Awaiting UAT sign-off
15.00h / 16.00h
WI-0020UAT SLA pause on On Hold incidents Dunravel Health · Defect · Priya Nair · 3/4 tasks
5.50h / 6.00h

UAT Feedback1

WI-0018UAT Feedback Post-closure member satisfaction survey Kilvarra Credit Union · Enhancement · Tom Lindqvist · 3/4 tasks
12.00h / 10.00h

Release 3

Ready for Release0

Scheduled3

WI-0021Scheduled Radiology assignment group and members Dunravel Health · Configuration · Priya Nair · 3/6 tasks
3.50h / 4.00h
WI-0022Scheduled Portal search hides retired catalog items Dunravel Health · Defect · Aisha Rahman · 3/5 tasks
7.00h / 8.00h
WI-0023Scheduled P1 incidents by depot report Oskerby Logistics · Report · Lucas Moreau · 3/5 tasks
6.50h / 6.00h

Sample data.

What Support covers

Service desk

Incidents and requests, handled the way your team works.

Tickets raised in the portal or logged by your agents
Your own statuses, priorities, categories and products
Queues with manual or round-robin assignment
Public replies, internal notes and canned responses
Customer approval of a proposed fix and its effort, with the SLA paused while they decide

Service levels and automation

Targets that reflect your hours and your contracts.

Response and resolution targets chosen by priority, category or product
Business-hours calendars with holidays and time zones
Warnings before a breach, and escalation to the assignee, team lead or admins
Targets per contract for a customer when Contracts is connected
Workflows that set fields, assign, tag, email or close on events or on a schedule

Delivery with customer sign-off

For changes and enhancements that need more than a ticket.

Work items with user stories, acceptance criteria, tasks and estimates
Stages from analysis and build through QA, UAT and release
Approval gates: build approval, UAT sign-off per acceptance criterion, release go-ahead
A board, releases with planned windows and a release calendar
Metrics such as time per stage, UAT first-pass rate and estimate accuracy, exported to CSV or Excel

Customer portal and knowledge base

Customers help themselves and see where their work stands.

A branded portal where customers raise, follow and close tickets
Approvals, delivery progress and the release calendar in one place
Contract hours used and remaining, with Contracts and Time connected
A knowledge base with search, featured articles and articles per customer
Articles reviewed before they are published, with version history

In practice

Sign-off on record

Customer approvals and UAT results are captured in the portal, so nobody has to search old email for who agreed to what.

Fair SLA clocks

Targets run on your business hours and holidays, and pause while you are waiting on the customer.

Hours against the contract

Work items connect to the contract's project in Time. The hours come back as burn against budget, and as contract hours the customer can see.

Estimates into delivery

Scope estimates arrive in a Delivery inbox and become a work item's estimate and tasks in one step.

One dashboard for the desk

My work, ticket volume, SLA compliance, top performers and delivery stages, updating while the page is open.

Read-only seats

Give managers and stakeholders read-only access as viewers, without taking a paid seat.

At a glance

Support works on its own, and connects to the other CITADEL apps you use.

Service levels: Response and resolution targets on your business hours, with holidays
Customer sign-off: Approvals, UAT results and release go-ahead captured in the portal
Self-service: Branded portal with tickets, knowledge base, delivery and contract hours
Reports: Ticket metrics, SLA compliance and agent performance, with CSV export
Roles: Viewer, agent, team lead and admin

The other seven apps

See Support with your own way of working.

Tell us how your team works today. We'll walk through Support using sample data shaped like your business, and show how it connects to the other apps if you use them.

Book a walkthrough