Stores
Tickets, replies, internal notes, attachments, help articles and the contact details of the people who wrote in.
Centilio CareSafe bloom
CENTILIO CARE / SERVE
Help desk software security starts with who can read a ticket.
A help desk is where customers write when something has gone wrong, so it ends up holding names, addresses, order details and sometimes things they would tell nobody else. This page is how Care is designed to protect that: what it stores, who can see it, what Celia may and may not do, and what we will not claim until it is audited.
not shipped · wave 3security targets, not certificationsroles from Centilio Accounta trail of every reply
Product design preview · Care has not shipped. All features, screens and prices are proposals.
Care has not shipped yet.
Where Care stands
Care is designed, not shipped.
Everything on this page — the features, the screens, the prices — describes Centilio Care as designed. There is no app and no beta yet, and no launch date. Join the waitlist and you will hear first.
Boundaries
What Care stores, and what it never does.
Secure help desk software starts with a short list of what it keeps, and a shorter list of what it will touch.
Shows the customer
Their own tickets and your published articles, in a portal reached through a link sent to their email.
Never does
Sell or share ticket content, use it to train shared models, or let Celia send without a person or an article you approved.
Does not hold
Card numbers, passwords or clinical records. Care is designed to warn and mask when a customer pastes card details into a message.
Your data
Encryption, location, export and deletion.
These are design requirements for launch, not features you can test today.
- Encrypted in transit and at rest
- Where data is stored will be stated on this page before launch; a choice of region is proposed for Enterprise
- Export of every ticket, article and contact at any time, on every plan
- Deletion on request, including a customer’s request to have their tickets removed
- Backups kept for a stated period and then destroyed
Who can do what
Roles and an audit trail.
Roles come from Centilio Account, the same login as the rest of Centilio, so a person who leaves loses access to Care when their account is closed.
Every reply carries its history: who opened the ticket, whether Celia drafted the reply, who edited it, who sent it and when. The trail is designed so that nobody can edit it, including the owner.
| Role | Can | Cannot |
|---|---|---|
| Owner | Everything, including export and deletion | Edit the reply trail |
| Admin | Set up addresses, rules, roles and the help centre | Edit the reply trail |
| Agent | Read and reply to tickets in their teams; edit Celia’s drafts | Export or delete in bulk |
| Read-only | Read tickets and reports | Reply or change anything |
| Customer | See their own tickets in the portal | See anyone else’s |
Celia’s boundaries
What Celia may touch.
Celia reads the tickets and articles in your Care workspace and nothing beyond it. She drafts from your articles and past replies, and every draft shows which article it came from.
She cannot send a reply unless you have switched on automatic answers for a specific article. She cannot refund, delete, change a customer’s details or promise anything a person has not approved.
Compliance
No badges before an audit.
Care holds no certifications today, because there is no Care yet to certify.
We will not print a compliance badge on this page until an independent audit has happened, and when one has, it will be dated and linked. If your business works under specific rules — health information, children’s data, financial records — tell us on the waitlist form what you need, and we will tell you plainly whether Care is designed for it.
Questions
Security questions.
Is Care secure help desk software?
Care is designed to be: encrypted, role-based, with a trail of every reply and limits on what Celia can do. It has not shipped and has not been audited, so this page describes design requirements, not tested controls.
Who can see a ticket?
The people in the team the ticket belongs to, admins and the owner — and the customer who wrote it, in their portal. Read-only roles can see tickets without changing them.
Does Celia send anything on her own?
Not unless you allow it. By default every reply waits for a person; you can allow automatic answers only for questions that match an exact article you have approved, and each one is recorded.
Is our ticket data used to train AI?
Not outside your workspace. Celia drafts from your own articles and past replies, and ticket content is not used to train shared models.
Where will our data be stored?
We will state it on this page before launch. A choice of region is proposed for Enterprise.
Can Care hold health or payment information?
It is not designed to hold clinical records or card numbers, and it is designed to warn and mask when a customer pastes card details into a message. Clinics can use Care for appointment and billing questions while records stay in their clinical system.
Be told when Care opens.
Care is in the third wave of Centilio tools. Join the waitlist and you will hear first — with the final plans, the import steps for your current help desk and an honest list of what is in the first release.