The Helpdesk ticketing system enables the 311 Support Team to receive, forward, process and respond to citizen service requests.
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In 2014, in accordance with communication objectives set forth by Mayor Eric Papenfuse, the City of Harrisburg applied for and received its’ first 311 three-digit dialing code. The 311 dialing code was acquired by the City of Harrisburg with the express intent of improving service delivery and communication from citizens to City Hall.
The Helpdesk ticketing system enables the 311 Support Team to receive, forward, process and respond to citizen service requests. It also allows citizens to generate open tickets for their respective inquiries, tracks those inquiries via email and/or their user profile until a definitive response or remediation of their inquiry is submitted, and rate their entire customer service experience once the issue is resolved.
Click to chat functionality is also implemented within the helpdesk ticketing system allowing citizens to simply click on the chat button located on the homepage of the city website and immediately speak with a 311 customer service representative in real time. Questions that go unanswered during the chat immediately generate open tickets and are forwarded to responsible city personnel.
Our robust knowledgebase is populated with Frequently Asked Questions for anyone to view online. This web published database allows citizens to query and get answers quickly to their general questions in regards to all City Government functions. This also serves as a wealth of knowledge to help 311 Support Staff answer questions in an efficient and timely fashion when interacting with citizens.
311 support staff is available via phone, email and chat Monday through Friday 8 am to 5 pm except for national holidays.
You can open a ticket by navigating to our support page.
The direct phone number to 311 Support Staff is 717-255-3040.