Contact Support

You are able to contact Support at your convenience during the operational hours of 7:00 a.m. to 7:00 p.m. Central Standard Time. We are also available for emergencies 24 hours a day, 7 days a week. This article will outline how to contact CivicPlus Support online and what you should include in your ticket.

Online Ticket Submissions

Support tickets can be submitted online through the Submit a Ticket with CivicSupport® Form. You do not have to sign in to your Help Center account to submit a Support Ticket, but we recommend it.

Please provide the following information (as applicable) to expedite your tickets or questions:

• Your Email Address / CC (optional): Enter your email address (if you are not logged into the Help Center), or add an email address to carbon copy (if you are logged into the Help Center) if desired
• Summary: Add a brief summary of the issue
• CivicPlus Product: Select the CivicPlus product that you need help with (this field should auto-populate)
• CivicClerk Version (optional): Select the specific version of the system that you use (this field should auto-populate)
• Business Impact (optional): Select the level of impact on your business
  • Low: You have a question about how to do something
  • Normal: A feature is not working as expected and it's slowing you down
  • High: A major feature of your service stopped working
  • Urgent: You can't access your CivicPlus solution
• Description: Include as many details about the issue as possible
  • What problem are you experiencing?
  • How do you expect the feature to work?
  • Is this something you can recreate (not a system glitch)?
  • What steps were taken to get to the issue?
  • Have you taken any troubleshooting steps (for example, cleared cache and updated browser)?
• Summary of Needs (optional): Add a brief explanation of what you need Support to do if desired
• Attachments (optional): Attach screenshots, PDFs, Zoom screen recordings, scans, or other files that help explain the issue, if desired
• Submit: Send your ticket to the Support team

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

Insufficient Ticket Submissions

Support tickets 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

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