You are able to contact Support at your convenience during the operational hours of 7 a.m. to 7 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. Sign in using the same login information you use for the single sign-on on your CivicPlus product.

Please provide the following information (as applicable) to expedite your tickets or questions:
The Submit a Ticket fields for the Platform products.

Your Email Address (optional): Your email address will automatically populate
Summary: Add a brief summary of the issue
CivicPlus Product: This field will auto-populate with the applicable product
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 address the issue?
- Have you taken any troubleshooting steps (for example, cleared cache and updated the {{glossary.Browser}})?
Attachments (optional): Attach screenshots, {{glossary.PDF}}s, Zoom screen recordings, scans, or other {{glossary.Files}} that help explain the issue, if desired
CC Other Colleagues to Your Case: To / another user from your organization on your support case, add their email address.
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. View our Information to Include in Your Ticket to Support article for reference.

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

Heartland Support

Resource