Support - how do I request support?

Knowledge Base

This Knowledge Base (help.delib.net) is an online resource for information. It’s the first place you should check if you’re looking for help on how to use Citizen Space or for more information on a particular feature. 

To find the information you require:

  • Search the chapters to find the topic and article(s) relevant to your query
  • Type your query into the search box. It's best to use single-word or short search terms, as Help Scout (the software which powers the Knowledge Base) will look for each word you enter

We’re constantly adding new articles to our Knowledge Base and tidying old ones to keep this resource up-to-date and useful.

Accessing help within Citizen Space

The Knowledge Base is also available from within Citizen Space. When you are logged in as an administrator, select the 'Support' link in the top right of your screen. Here you can find our Quick Start Guide and a link to access this Knowledge Base.

Help links are also included around Citizen Space, and we frequently add more where relevant.

Use our support address

If you can't find what you need in our Knowledge Base, you can contact us via the following methods: 

Send an email to support@delib.net

Emailing your issue to support@delib.net will automatically create a help desk ticket which can be seen by the whole support team.  This gives you the convenience of raising an enquiry using your usual email service which we will manage using our online ticketing system.

When submitting a query please include:

  • A descriptive title
  • A link to the page or activity
  • As much detail as you can about the issue. It often really helps us to know the type of browser and operating system being used
    • You can also attach files relevant to the enquiry (such as screenshots and other image files) –but please do not attach response data!
  • If you're seeing something unexpected, please include a screenshot of it
  • Contact details, so we can give you a call to chat through the issue if needed

When your ticket is looked at we’ll let you know, and you’ll get email notifications along the way.

We manage enquiries using an online system called Help Scout.  It allows us to keep track of all enquiries.

We aim to have general support enquiries resolved within one working day, but as the nature of technical problems can vary greatly, it can sometimes take us a little longer.  We'll always let you know if this is the case.

Call us!

If you have an urgent problem, then give us a call on one of the following numbers, depending on where you are in the world:

  • If you're in the UK, then use 0845 638 1848
  • For Australia, call Delib Australia on 1800 97 67 61
  • For New Zealand, call 0800 437 206
  • Worldwide, please call the UK Head Office on +44 117 381 2989 

We work typical office hours, so you should be able to catch one of us between 9am and 5:30pm UK, Australian and New Zealand time.

The Customer Success Team

Our customer success team collectively possesses an unparalleled wealth of knowledge on all things Delib. The support@delib.net inbox is monitored directly by them (not some huge, outsourced call centre), so you will always be helped by a specialist.

If there are areas of Citizen Space that you or your team are still not confident of and would welcome some further guidance on, please contact your dedicated customer success manager to arrange a training session. We're always happy to come and see you in-person or deliver training sessions online via Zoom or Teams.