CivicPlus Staff Note:

CivicPlus staff email addresses cannot be used to access the new support portal. CivicPlus staff can submit tickets in the following ways:

Salesforce: If you have access to Salesforce, you can submit a ticket on the customer’s product instance using the “New Product Support Case” button. Fill out the customer's issue and link a primary contact. Once the case is created, assign the owner to the applicable Product Queue.
Email: Submit a ticket using the support email for the product. Multiple people can be CC'd in the initial email to ensure all necessary parties are included in communications. The case will be created in Salesforce from the email, and support will continue to loop in CC'd individuals on further communication.

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.

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Insufficient Ticket Submissions

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. 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

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Contact Your Customer Success Manager