This article is intended for: all ClearGov users.
Use this article after: you have encountered an issue or have a question and need to submit a ticket for assistance from ClearGov's Support Team.
Note: You can click on any image below to zoom in.
Looking to ensure that you receive timely assistance and minimize back-and-forth communication with the ClearGov Support team? Let’s walk through some quick pro tips below.
There are two ways to submit a ticket to Support. Select the link below to jump directly to that section of the article.
From the ClearGov Administrative Dashboard
From the ClearGov Administrative Dashboard, you can select Submit a New Support Ticket right from the home page!
Under the Support & Training header, select the links to View My Support Tickets to review or find updates on tickets you've already submitted, or Submit a New Support Ticket if you'd like to start a new ticket.
Directly Emailing Support
You can also email Support directly at support@cleargov.com.
Ensure your subject line is clear, preferably with the ClearGov module or tool, and a brief description of the issue.
Example: Capital Budgeting - Unable to Submit Request.
Providing the following information will help us to provide a quick response:
- Milestone Date
- Budget Process Milestone
- How can we help you?
- Relevant attachments
- A URL link to the specific ClearGov website where the issue occurred
Provide Applicable Information
Below are some helpful details you can include in your support ticket to ensure a swift resolution.
- User names - Provide the email addresses of users who are being affected and what collaborator role they have in a module (i.e., Operational or Personnel Budgeting)
- Account IDs - Provide Account IDs if totals or values are affected or if you cannot locate an account(s). Note: If you want to restructure, add, or delete accounts, please use the Data Request form.
- Expected Values - If you are troubleshooting displayed values in a module, providing incorrect values and expected values can help the support team quickly troubleshoot the issue. (e.g., “My value is X. I expect it to be Y.”)
- Attachments - Relevant attachments can be very useful to aid our team in investigating your question. For example, if you are having trouble with bulk uploading employees into the Position>Employees tab, attaching the CSV you are working on can help us look/test for errors.
- Full Page Screenshots - Share a full-page screenshot of your current view to help us troubleshoot the issue effectively.
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Screen Recording - Create a full-screen video recording to demonstrate the problem for a more detailed investigation. Once the recording is ready, please provide us with the attachment or link. Resources for recording: Windows PC or Mac.
- Note: It’s often easiest if you talk us through the steps while you record, as hearing your thoughts in real-time helps us pinpoint the root cause more accurately and provide a solution. If a screen recording isn't included initially, our Support Team may ask you for one by providing a unique link you can use to record the issue.
Additional Resources
Learn more about the Support Center’s additional features by checking out these articles:
Have more questions or need assistance?
Submit a Request