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We are excited to announce the launch of updated product names, logos, and headers within our user interfaces as part of the CivicPlus® Solution Rebranding initiative. These changes mark the first step toward creating a cohesive and seamless user experience across all solutions in our portfolio. As part of this transition, users may notice minor design updates. While the functionality you rely on remains unchanged, we are in the process of updating screenshots and other resources on our Help Centers to reflect the new branding. We appreciate your patience and understanding as we work to complete these updates.

Contact Support

  • Updated:

This article will outline how to contact CivicPlus Support and what you should include in your request or question so that they can have the most information to help you resolve your request or question.

 

Submit a Ticket Online

Support requests can be submitted via the Submit a Request Form. You will first need to sign in to your Help Center account to submit a request.

 

Please provide the following information (as applicable) to expedite your requests or questions.

  • Description of issue: Details of the issue will make it easier for Support to understand what is going on.
  • Expectations of how the feature should work
  • Is this something you can recreate (not a system glitch like a blank receipt)
  • What steps were taken to get to the issue (Knowing the steps for how the issue was found helps Support recreate the problem.)
  • Select the appropriate business impact
  • Attach screenshots, PDFs, Zoom screen recordings, and scans: Adding visual attachments allows Support to include in potential escalations as well as gain visibility.
  • Include any troubleshooting steps you have taken so Support knows what was already tried
    • Examples: Cleared cache, updated Chrome, made sure Hide from Online View was not checked
  • When copying people on the request, be sure their email address is not outlined in red

 

Detailed tickets reduce the amount of time spent testing or gathering information which can lead to delays in resolution time.

 

Call Support

Phone: 888-228-2233

 

If you have already submitted a ticket on the issue, follow the voice prompts or press the following options: 

  • Option 1: Existing Customer
    • Option 1: Support
      • Option 1: Existing support ticket number

 

If you have not submitted a ticket for the issue, follow the voice prompts or press the following options: 

  • Option 1: Existing Customer
    • Option 1: Support
      • Option 2: No existing support ticket
        • Option 1: Municipal Websites (formerly, CivicEngage)
          • Option 1: Web Central
          • Option 2: Web Evolve
          • Option 3: Web Open
        • Option 2: Recreation Management (formerly, CivicRec)
        • Option 3: Agenda and Meeting Management
          • Option 1: Meetings Essential (formerly, Municode Meetings)
          • Option 2: Meetings Select (formerly, CivicClerk)
        • Option 4: SeeClickFix 311 CRM
        • Option 5: Municode Codification
          • Option 1: SPS (Self-Publishing Software)
          • Option 2: Municode Codification (formerly, MunicodeNEXT)
        • Option 6: Community Development (formerly, CivicGov)
        • Option 7: NextRequest, Monsido, and Social Media Archiving
          • Option 1: NextRequest
          • Option 2: Monsido
          • Option 3: Social Media Archiving (formerly, ArchiveSocial)
        • Option 8: Mass Notification System (formerly, CivicReady)
        • Option 9: Process Automation and Digital Services (formerly CivicOptimize)
        • Option 0: CivicHR

 

After Hours Phone

Phone: 888-228-2233

 

Follow the voice prompts or press the following options: 

  • Option 1: Emergency Technical Support
    • Choose the option for your product as listed above

 

 

Insufficient Request Submissions

Support requests that lack detailed information can result in:

  • Delayed resolution process
  • Additional information needed for testing and troubleshooting
  • The proper issue may not be investigated properly

 

Example of an Insufficient Request Submission

"Hello, I have attempted to create two memberships but they do not appear after saving. One of the memberships is for soccer and the other was for youth sports."

 

The amount of missing information in the above ticket resulted in the following reply from Support:

 

"I have a few questions about the issues you are experiencing. 

 

1. When you say they aren't saving, are you making sessions, pre-saving them, and then nothing saves to the membership? Or is nothing saving overall?

2. The Youth Sports Membership is set as a league, are you trying to filter your activity list by the Membership type and that is what is not appearing?

3. May I ask what the name of the soccer membership is? I tried searching by Soccer and did not find anything. 

4. When you are saving, are you receiving an error? If so, please let me know!

5. What browser are you using, is it up to date, and have you tried clearing your cache for the "All Time" timeframe? 

 

Please let me know so I can properly troubleshoot. Thank you!"

 

After Support replied, it was 4 days before the customer had time to respond and provide additional information, therefore delaying the resolution process. 

 

Additional Insufficient Request Submissions

  • "Someone call me"
  • "My CivicRec is not working."
  • "[Insert Feature] Is not working"
  • "My Report does not match"

 

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