Release notes: Citizen Space v7.29

Our support and knowledge base moved.

Any help links within Citizen Space that previously linked to Zendesk articles were replaced with links to their new destination in Help Scout. This update was released to your site during your usual maintenance window during the week beginning 2nd October 2023.

What does this mean for you?

The supplier we use changed but we will continue to provide a high level of service, give you access to a person who has the skills to fix your problem and ensure your questions are answered quickly and thoroughly.

A few important things you need to know:

  • Our Service Level Agreement (SLA) is staying the same
  • The way you'll get in touch with us is still by emailing
  • From the 20th of October 2023, any legacy knowledge base links to Zendesk will be inactive.
  • Emails you receive during a support query will look a little bit different

The biggest change you will see is our brand-new knowledge:

Why are we doing this?

We are always looking for opportunities to improve our customer experience and part of that means finding the best tools for the job. With this new help desk, you’ll still be able to search for specific articles and topics but now you can also search and sort by most popular, recently updated and more. We've taken the opportunity to update the content and added even more useful information to help you get the best out of our platforms.

What do you need to do?

There will be some overlap between the two systems whilst we make the transition, however, any legacy knowledge base article links will be inactive from the 20th of October.

There will not be any redirects so it’s crucial that you update any knowledge base articles in your internal documentation and use the new link. To get you started, we've put a list together of our most viewed and shared articles below.

💡 How do you know if it’s an old link? If the URL has 'Zendesk' in it (, it must be updated.