Platforms admins and project managers can contact our Support team for help, to report bugs and issues and for certain tasks on the platform. To turn your question into a support ticket you are prompted to contact the Support Team through (in order of importance):
Chat bubble - built-in admin panel - clients are advised to contact us primarily via the chat bubble on the platform.
E-mail - support@citizenlab.co - E-mails sent to this e-mail address get into the same ticket flow as the chat bubble chats
Only in very urgent cases - you don't receive a first response in 48 hours - you can telephone (see CitizenLab Website) the Support Team.
What technical questions are answered by the Support Team?
Our Support Team is helped by an intelligent chat bot. This means your question can be categorised and your answer is found easier. So to be helped quickly, try to be as specific as possible, using key words and terminology used in the platform. If the chatbot is unable to help you, one of the members of our Support Team will jump in to help you or direct you to the right support article here in our Support Base.
What if your question is more than just a question?
You might have a technical question for the Support Team that can not easily be answered or it's a problem that needs some time to investigate or solve. Here's what you can contact us for and how we threat them:
Reporting a Bug
When you report a bug - something doesn't function properly - the Support Team will escalate the issue immediately to our development team and make sure to update you about the progress of the solution.
Raising an Issue
Sometimes things don't block you, but don't fully work as expected, so they can be improved. Those issues are logged by the Support team taken up by the product team. We don't give you a due date when this will be taken up but we'll inform you when it has been taken up.
Asking a Request
When your question is not a question, but a request for something that is not yet built-in the platform, the Support Team will prompt you to post the request on the client-only Community Platform, where your request will be followed-up.
Asking to perform a Support Task
Some things you want to do on the platform are not (yet) possible to do yourself as an admin because of privacy concerns, because it involves third party tools (Typeform, Google, ...) or because it still requires development skills. For these tasks you can count on our Support and Development team.
Here's the list of Support Tasks asks the Support Team can perform for you + the time we need to take up the task*.
Title of Support Task | Time to take up | More info | Client type |
Bulk importing ideas | Max 5 Business days |
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Setting up default DNS for custom domain name | Max 2 Business days | Detailed support article |
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Renewing a https certificate | Max 7 Business days | Some internet providers ask to do that yearly |
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Setting up social logins for Facebook and Google | Max 2 Business days | to allow users to sign in and register through their facebook and google accounts. |
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Managing and providing access to Typeform/google forms/enalyzer/survey Xact/survey monkey/Snap/Qualtrics/Microsoft Forms/SmartSurvey | Max 1 Business days | Detailed support article - https://support.citizenlab.co/en/articles/7025887-creating-an-external-survey-project |
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Deleting a group of users | Max 2 Business days | Send an overview of the user that need to be deleted.
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Deleting a language | Max 2 Business days | If you have multiple languages, you can only delete a language if all content is deleted in that particular language. We can help you out! |
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Deleting a locale | Max 2 Business days |
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Adding Google Tracking ID’s | Max 2 Business days |
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Changing the search engine indexing | Max 5 Business days | Stop Google indexing the page |
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Adding a tool to Google Tag Manager | Max 5 Business days | If you want to use other tools to track traffic then Google Analytics. |
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Bulk importing official feedback | Max 5 Business days |
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Bulk importing custom registration fields | Max 5 Business days | If you want a dropdown menu with | Premium Only |
Changing default assignee for proposals | Max 5 Business days | The first admin of your platform is assigned by default. |
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Changing the favicon | Max 2 Business days | Simply go to yourplatformurl.co/admin/favicon |
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Creating manual user groups based on participation in embedded surveys | Max 5 Business days |
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Configuring a custom font | Max 5 Business days | Premium Only | |
Configuring an authentication/verification method | Max 7 Business days | Premium Only | |
Configuring maps | Max 2 Business days |
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Customizing a cookie policy | Max 7 Business days | To replace the default cookie-policy page content with custom content. |
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Adding social feeds on a homepage | Max 7 Business days | If you want to show the feeds of your social media on the bottom of your homepage. | Premium Only |
Enabling auto translations with Weglot | Depends | Enable weglot |
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Custom proposal statuses | Max 3 Business days | While our back-office UI allows for customizing the idea statuses, there currently is no UI to customize the statues for proposals. | Premium Only |
Configuring a custom email address | Max 5 Business days | We need contact details of the technical team on the client side, since they need to add DNS records | Premium Only |
Providing direct access to Matomo | Max 7 Business days | We are using Matomo to track the user interactions on the platform. You can demand direct access to your Matomo site. |
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Set up Hoplr integration | Max 7 Business days | CitizenLab has an integration with Hoplr, a neighborhood social network - People can log in to CitizenLab using their hoplr account |
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*The time to take up a task will start when we have all the information and data we need and formatted in the right way. If, for instance, the template to import a bulk of offline ideas is not filled in correctly, we need to send it back. When the template is correct and we can proceed, the 'time to take up' will start.