One queue for every resident concern — nothing falls through the cracks.
Civic Mesa CRM & Public Engagement is a complete resident-request system your office can run on its own: every submission lands in one filterable queue with a tracking code, a two-way message thread back to the person who filed it, and a running field log of what your crews actually did. Acquire it by itself to replace the sticky notes and voicemails — or turn it on beside the rest of the Civic Mesa suite. Either way, it's built to be the best product in its category.
One queue for every resident concern.
Give your office a single place to receive resident concerns, talk back to the people who filed them, and record what your crews actually did in the field. Nothing falls through the cracks: every submission lands in one queue with a tracking code, a two-way message thread, and a running field log tied to the address and the case.
- One intake queue
Portal reports and phoned-in concerns land in one filterable, newest-first queue.
- Two-way messaging
Reply to the resident from the submission; the full thread stays attached to the record.
- Tracking-code lookup
Residents check status themselves on the portal — fewer "what happened?" calls to your desk.
- Daily field log
A shared log of what crews did and where, with threaded replies and pinning for the supervisor.
- Routing & hand-offs
Forward a concern to another district or service, with the routing recorded and staff notified.
- Privacy controls
Shield reporter identities and redact contact details for read-only roles, so you can share the queue widely.
Give a tracking code, cut the "what happened?" calls.
Every submission gets a code the resident can look up on your branded portal — no login, no phone tag. They see where their concern stands, and they hear back from you in the same thread instead of leaving another voicemail.
- Tracking-code lookup. Residents check status themselves on the portal, so your front desk fields fewer "did you get my report?" calls.
- Two-way messaging. Reply from the submission and the full thread stays attached to the record — the resident and your staff read the same conversation.
- Privacy controls. Shield reporter identities and redact contact details for read-only roles, so the queue is safe to share widely.
The phone call and the portal report end up in the same place.
A resident who calls the front desk should get the same follow-through as one who files online. Staff log a phoned-in concern into the same intake queue, and from there it can be routed, messaged, and worked exactly like a portal report.
- One intake queue. Portal reports and phoned-in concerns land in one filterable, newest-first queue — nothing lives on a sticky note.
- Routing & hand-offs. Forward a concern to another district or service, with the routing recorded and the receiving staff notified.
- Daily field log. A shared log of what crews did and where, with threaded replies and pinning so the supervisor sees the day at a glance.
Right-sized for any local government — not just big counties.
CRM & Public Engagement scales from a single front desk fielding a handful of calls a day to a metro 311 operation. It's the same top-tier product whether you're a county routing concerns across departments or a village that just wants residents to stop calling three times about the same pothole.
Counties
Run a real 311 operation across departments and districts — route a concern to the right service, keep the resident in one message thread, and give leadership a single queue instead of five inboxes.
Cities & towns
Potholes, missed pickups, and nuisance reports come in through a branded portal, get a tracking code residents can follow, and route to public works — cutting the repeat calls to city hall.
Villages & small municipalities
A one- or two-person office gets a real intake queue instead of voicemails and sticky notes — no IT department required, and every user is included in the price.
Special districts & authorities
Water, sewer, parks, and housing authorities take service requests through the same queue, with a daily field log for crews and privacy controls that keep reporter identities protected.
A full product today. A platform when you're ready.
Buy CRM & Public Engagement by itself and run your whole intake operation on it. Add another Civic Mesa product later and it clicks in under the same umbrella — the same property, people, and map — with no migration and nothing re-keyed.
Add Code Enforcement
A resident report becomes a full, numbered code case in one click — carrying the address and the tracking code the resident is already following, with no re-keying.
Add Notifications
An acknowledged submission or a status change fires an email or SMS to the resident automatically — your staff edit the wording once, and everyone hears back promptly.
Add Resident Portal & Website
Concerns come in tied to the property, and residents track and message on the same branded portal they filed on — one front door for your jurisdiction.
See CRM & Public Engagement on your own jurisdiction.
Book a demo, then run a pilot on your real intake — a branded portal, your own districts and services, and your staff working one live queue. Import from your current vendor, dry-run first, and evaluate on your own concerns. Flat per-module pricing with unlimited users, and your data stays portable, so there's no lock-in.