Resident Frequently Asked Questions

For instructions on how to report an issue, see our Report an Issue to Your City article.

You can change your display name at any time using the web platform. You can change your display name to a generic name like "Concerned Neighbor" if you wish to not use your real name. For instructions, see our Change My Display Name article.

Our mission at SeeClickFix 311 CRM is to improve communities through transparency, collaboration, and cooperation. Our promotion of community involvement extends beyond local government, and this is why we offer to all areas with the use of “Post to Neighbors.“

To support this, SeeClickFix 311 CRM has two key approaches:

• The platform is built on our "Post to Community" feature. When creating requests on SeeClickFix 311 CRM, residents can select the "Post to Community" request category to submit posts that can include miscellaneous city requests, volunteer outreach to help a neighbor, lost pet reports, and more!

• Our open-source API, available to everyone, provides the ability for third parties to use our SeeClickFix 311 CRM to build their own solutions and send requests to SeeClickFix 311 CRM. When a third party sends requests to SeeClickFix 311 CRM, then we will categorize the requests under "Post to Community."

It means that a report made using this category is being shared with your community, but there is no government or other organization that will be responsible for responding to and resolving that issue. We encourage you to report issues using "Post to Neighbors" to begin conversations with your neighbors about how resolutions can be reached on these issues.

Anyone can close an issue as long as...

• The issue is not in the “Acknowledged” state.

• You enter a comment explaining why you are closing the issue. On Android, a comment is made automatically for you.

For instructions on how to close an issue, see our Close an Issue article.

Making a comment on an issue or reporting an issue cannot be completely deleted. However, you may have other options! See our Delete an Issue or Comment article for more information.

After issues have been reported and closed, the final status for an Issue is Archived. Archived issues cannot be reopened or edited. Requests cannot be manually archived by any users, including government officials.

Requests are automatically archived when the following criteria are met:

• The Request is Closed.

• No comments or status changes have been made for 7 Days.

Once issues are archived, they cannot be unarchived.

You cannot reopen an archived issue. To raise attention to an issue that has been previously reported and closed, we recommend you copy the link or the Issue ID of the Archived issue and include that in a new issue.

If an issue is closed, you do have the option of reopening it. Navigate to the issue page, type a comment, select "Reopen Issue," and click on the blue "Comment" button to submit.

Once approximately 7 days have passed since an issue was closed, you will no longer have the option of reopening it.

Most often, dedicated public servants in local, county, and metropolitan governments across the country are the ones who respond to SeeClickFix 311 CRM issues. However, there are also other folks who fix issues as well! Overall, there is an amazing number of people and organizations who are paid to attend to the issues you encounter, and there are many more who organize themselves on a volunteer basis to help make a difference in their communities.

When they are notified of a specific issue that falls under their responsibility, many are pleased to have an opportunity to make a positive change. We have also seen that having a centralized listing of community concerns is a helpful resource for fixers with limited resources who must prioritize certain issues to be addressed earlier than others.

The basic tools, for fixers as well as reporters, are available for free. A great place to get started is to make a Watch Area. Once you've started keeping track of what's going on in the community, you can start fixing issues in the real world yourself or collaborate with someone else who can.

Whether you've just submitted your first issue or your hundredth, what happens next to your report may seem like a mystery. Allow us to explain!

If you live in a partner city or town and you submit a report on SeeClickFix 311 CRM, the relevant department will likely "Acknowledge" the post. This means someone from the city has seen your report and will either directly send a team to fix the issue you reported or begin the process needed to fix the issue. Once the city has fixed your issue, a government employee will likely go to the website and close the report with a message.

If you live in a city that actively uses SeeClickFix 311 CRM, it is probable that the city will acknowledge and close many of the issues that come through the system.

However, if the problem is fixed before the city had the chance to "Acknowledge" it, you can close the issue yourself. Go to the issue page, type a message, select the "Close this Issue" button, and click on the blue "Comment" button.

Anonymous reporting has always been a part of SeeClickFix 311 CRM to ensure user privacy when reporting sensitive issues.

Aside from a desire to respect everyone's right to maintain their privacy, we are aware that some types of issues can be very sensitive. There are instances when a reporter would like to remain anonymous out of concern for potential retribution or other negative consequences. For example, in an issue where a neighbor reported drug deals happening in a particular neighborhood and that report led ultimately to a number of arrests, it is understandable that the reporter would choose to remain anonymous. That said, SeeClickFix 311 CRM believes in the power of accountability and transparency.

One thing that is definitely not allowed is impersonating other people. If we suspect any material is written impersonating another, we reserve the right to remove it.

• We will never display your account's email address on the open web.

• We will never sell your email address.

• We will only share your email address in one of the following cases:

  • If you report an issue directly to a government partner of SeeClickFix 311 CRM and you leave the "Keep it Anonymous" box unchecked (in this case, we may share your email address with that government).

  • If a court issues a warrant or other similar legal order.

Some organizations use an email address as primary contact information. This helps them coordinate and communicate with their constituents.

Error messages happen! Sometimes, they give you tips on what to do to fix the issue, but other times, they are confusing. Follow these steps for more help on troubleshooting. If you've received an error message, please try the following steps:

Web

• Log out/log back in

• Clear your cache. Clearing your browser's cache is a reset of your browser by removing temporary files that may interrupt our platform's performance. This is done within your browser's settings. If you are unsure of how to do this, try this Refresh Your Cache's helpful guide.

• Restart your device

Phone

• Log out/log back in

• Uninstall/reinstall

• Restart your device

If you've tried these options and you're still experiencing the error, please reach out to Support and provide:

• Device type & version

• If using the web, please provide the browser type & version

• If using the app, please provide the app type & version, and a screenshot of the error message, if possible