Help & Documentation
Find guides and references, or raise a ticket with the support team.
Portal support
Something not working? Send a ticket and get a reference to quote.
Your tickets
1 open · support replies by email
Colleague cannot sign in after role change
Sign-in or access problem · raised on /admin/settings/users
CSV export was missing the last column
Something isn't working · raised on /admin/reports
Popular articles
Most-viewed help topics this month
Asking Assist on a live call
Type the caller’s question in plain words, read the cited answer, and file the suggested case type.
Reading citations and coverage
Full, Partial and No approved source, and how to open the quoted passage on boston.gov.
New CRM or Lagan? Using the Routing directory
Which case types have moved, which are still in Lagan, and the migration waves by department.
How knowledge gaps are logged
No approved source, or Not helpful: when a gap is created and when it is counted again.
Writing a 311 Team Answer
Close a gap with an approved answer that Assist returns first, filed under the right case type.
Reading the evaluation
Routing accuracy, citation accuracy, abstentions and quote verification for each run.