Your service desk and your delivery, in one place

Answer tickets against SLA policies, with a customer portal and a knowledge base. Then carry the work your customers ask for from analysis to release, with their approvals and sign-off recorded along the way.

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Support

The service desk: every ticket in a queue, on a clock, in front of the right agent.

Tickets and queues

Incidents and requests
Tickets raised in the customer portal, through the API or by an agent, moved through your own statuses, priorities and nested categories.
Queues and assignment
Queues with manual or round-robin assignment and their own default priority and status, and teams that workflows assign to.
Replies and canned responses
Public replies the customer is emailed, internal notes only your team sees, attachments, and saved replies to start from.
Approvals, merge and links
Ask the requester to approve a proposed solution in the portal, merge duplicates, and link knowledge base articles and work items.

SLAs and automation

SLA policies
Ordered policies with first response and resolution targets, counted on business hours with holidays, and statuses that pause the clock.
Contract SLA overrides
With Citadel Contracts connected, a company's contract can carry its own response and resolution targets.
Escalation rules
When an SLA warning or breach fires, tell the assignee or a lead, or reassign the ticket.
Ticket workflows
Rules run on ticket events, on a schedule or by hand, to assign, set fields, escalate, comment or send email.

Customers, portal and knowledge base

Customer portal
A portal in your branding where customers raise and follow tickets, decide approvals and read your articles.
Knowledge base
Articles filed by category, reviewed and published with version history, and shown in the portal when you choose.
Companies and contacts
Companies with their contacts, individual customers, and providers standing between you and some customers. Companies can sync from Citadel Contracts. Bring them in from a CSV or Excel file.
Portal access
Invite contacts by email to set their own password, and choose who sees contract hours and Delivery work.

Dashboard and reports

Dashboard
What waits on your approval and your own tickets, work items and tasks first, then the desk's ticket figures and where Delivery's work stands.
Reports
Ticket volume, SLA compliance, agent performance and customer reports over the range you pick, with a CSV export of the tickets.

Delivery

Every work item sits in one of these stages, in this order. Approval gates hold it until the customer approves in the portal, or your team leads do for internal work, or an org admin waives the gate.

  1. Analysis

    The requirement, its acceptance criteria and an estimate.

  2. Build

    Build approval

    Entered once the Build approval is given or waived.

  3. QA

    Your own testing, in the statuses you set for it.

  4. UAT

    UAT sign-off

    The customer passes or fails each criterion, then signs off.

  5. Release

    Release approval

    Bundled into a release, scheduled once its approval is given.

  6. Done

    Reached when its release is marked deployed.

Work items

Requirement to design
A user story with acceptance criteria, an internal technical design, linked tickets, comments, files and a full activity trail.
Your statuses and types
Your own statuses inside each stage, with the label customers see, and your own work item types.
Tasks and My tasks
Break an item into tasks with assignees, estimates and due dates; My tasks lists yours across every item.
Board and list
Drag cards across a column per status, or filter the list and export it to CSV or XLSX.

Approvals and releases

Approval gates
Customers approve their company's work, and team leads and org admins internal work, all of them or any one. Reminders go out by hand or automatically; an org admin can waive a gate.
Customer sign-off in the portal
Customers record UAT results and decide in the portal, or you record a decision they gave by email, meeting or phone.
Releases
Group items into a release with a planned window and notes, track each item's environments, and mark it deployed.
Release calendar
A month view of planned and deployed releases, and one for customers when you show Delivery in the portal.

Measure and shape

Delivery metrics
Time per stage, UAT first pass, throughput, approval wait and open work aging, each exported to CSV or all of them to XLSX.
Hours against the estimate
Item and task estimates; with Citadel Time connected, the hours logged on each item that has a company and a contract, and with Citadel Contracts connected too, a budget that burns against the item's contract.
Custom fields
Text, number, date, checkbox, select and member fields per work item type, required from the stage you choose.
Delivery workflows
Rules that act when something happens to an item or time passes: set fields, add tasks, notify people, request approvals.
Estimates from Citadel Scope
With Citadel Scope connected, import an estimate to set an item's hours and turn its lines into tasks.
Delivery in the portal
Customers follow the items you let them see: stage, criteria results, releases and public comments, never the internal notes.

Assets & documentation Enterprise

Each client's devices, services and IT documentation, on the Enterprise plan: beside their tickets, open only to the people you let in.

Assets and documents

Assets and their classes
Computers, servers, network devices, software, cloud services, domains and certificates, each in its class, with that class's fields and statuses, linked to the client's sites, to each other and to their tickets.
IT documentation
Each client's working documents and your own internal ones, started from templates, with folders, revisions, review dates and mentions of the assets they describe.
Needs attention
Warranties, leases and other end dates that are near or past, and documents overdue for review, in one list and a dashboard tile.

In and out

Import from a spreadsheet
Add or update a client's assets from a CSV or Excel file, its columns mapped to your fields and every row checked before anything changes.
Client export
One zip of a client's assets, documents and files to hand over when they leave, with spreadsheets that import back as they were.
Through the API
Assets, sites, documents and their links under their own key scopes, for your monitoring or inventory tools to keep up to date.

Under all three: integrations and security

API and webhooks
A JSON API with scoped keys, and signed webhooks for ticket, SLA, work item, approval, release, asset and document events.
Single sign-on
Sign in through Citadel Auth over OpenID Connect, with an SSO policy per organization and optional two-factor for password sign-in.
Roles and organizations
Viewer, Agent, Team lead and Organization admin in each organization, with an audit log of what changed.
Branding and connected apps
Your name, logos and colours on the app and the portal; email sent from your own mailbox; Citadel Time, Contracts, Scope and Engage connect when you need them.