Best Practices for Configuring Integration Categories

SeeClickFix 311 CRM integrations enable residents to use one central system for reporting concerns while staff continue to use their preferred backend workflow system. The following are best practices for the configuration of the SeeClickFix 311 CRM system when the request category is integrated. This includes the following items, which are described in more detail below.

• Request Category Settings
  • Set Public User Restrictions
  • Enable “Reject Address Ranges” and “Reject Intersection Addresses,” if integration requires parcel lookup
• Email Customization
  • Utilize the “Do Not Send” option for “New Issue Sent to Report” to remove duplicate emails sent at the same time for requests opened and request acknowledged

Request Category Settings

Set Public User Restrictions

Some third-party systems do not have the ability to record comments within that system. This means that if a resident adds a comment and/or image on the SeeClickFix request it is not added to the integrated system. To avoid missing additional comments, the category can be set to not allow public comments.

By default, SeeClickFix categories are set to enable a resident to reopen the request if needed. Some integrations have the feature to re-open the existing request in the third-party system but others do not have this feature. If this feature is not available or is not enabled, then a new request will be opened in the integrated system. Some organizations prefer not to allow reopening due to this.

To enable the above items, use the Public User Restrictions settings on each request category and set the option to “Disable all actions on all requests”.

Enable “Reject Address Ranges” and “Reject Intersection Addresses”

Integrations that require a parcel lookup and match should utilize the category settings to reject address ranges and intersection addresses. This is to increase the likelihood of all requests having a parcel match. Generally, a parcel lookup does not allow matches with intersections or address ranges.

View more information on updating request category settings.

Email Customization

When a new request is submitted by a resident, SeeClickFix sends an email confirmation to the resident. SeeClickFix also sends an email when the request status changes to “Acknowledged.” Each organization has the ability to customize these emails. For integrated requests, the status is automatically changed to “Acknowledged” when it is integrated. This can cause two emails to be sent to the resident within seconds. To remove this duplicate messaging, organizations can utilize the “Do Not Send” option for “New Issue Sent to Report” to remove duplicate emails sent at the same time for requests opened and requests acknowledged.

In addition, it is recommended to disable any emails to the resident directly from the third-party system. This can cause confusion if they receive emails from both SeeClickFix and the integrated system.