Ticket deflection
32%
↑ 18% past 30 days
Smart Help Desk for Municipalities
Citizen Help Center That Learns from Your 311 Requests
Automatically drafts and updates help articles from resolved 311 tickets with the help of AI. Cuts citizen requests up to 35%, launches in hours — trusted by 50+ municipalities.
Schedule a Demo →
✓ Live hands-on demo · ✓ No commitment · ✓ See real examples
50+ municipalities already using 311Desk · 10+ onboarded this month
Civic Engagement Dashboard
Live sync
Articles auto-updated
238
Across 11 departments
Topic volume (past 7 days)
Article updates in review
4 pending
Snow Emergency Routes
Trash Collection Changes
Measurable outcomes
What municipal leaders achieve with 311Desk.
When citizens can find accurate answers themselves, ticket volume drops and satisfaction rises. 311Desk uses AI to turn your resolved 311 tickets into searchable help articles—automatically—so your help desk never falls behind again.
35%
Fewer tickets and calls
When citizens can't find answers they need and submit a ticket, an article draft is automatically created. Citizens find more answers online instead of calling or submitting tickets.
* Based on data from 50+ agencies after 12 months
+22%
Satisfaction score
Mobile-friendly experiences and search engine optimized content bring accurate, current articles to the top of every citizen search, getting them the right answers faster.
* Average CSAT from post-interaction surveys
12×
Faster publishing
Your team reviews and approves articles instead of writing them from scratch. What used to take 2-3 days now takes 2 hours—from ticket resolution to published article.
* Compared to traditional manual article writing
How it works
Auto-sync
1 · Ingest
Data sync
Connects securely to your 311 CRM. We ingest ticket resolutions, not citizen data.
2 · Generate
Smart drafts
AI drafts help articles based on repeated ticket patterns, formatted for readability.
3 · Approve
Staff review
Your team reviews and approves. You maintain full control over your city's voice.
4 · Solve
Citizen finds answer
Articles are indexed by search engines. Citizens find answers online instead of calling.
Auto-branding
Matches your design system automatically.
Typography, colors, and logos adapt automatically for a seamless citizen experience. No "new portal" confusion—it looks just like your city website.
AI-Powered Chat Assistant
Instant answers, 24/7.
311 Bot gives citizens immediate, conversational access to your entire knowledge base. Instead of searching through pages or waiting on hold, they simply ask a question and get the right answer instantly.
- Always accurate — powered by your approved help articles, not generic AI
- Available 24/7 — citizens can get answers outside business hours
- Smart escalation — routes complex issues to your 311 team when necessary
- Branded experience — customized with your city's logo and colors
Avg. response time
<3 sec
Platform highlights
A help desk that maintains itself.
- Hosted Help Center that lives on your domain (help.yourcity.gov). No migration needed.
- Governance portal to review, edit, and approve AI-suggested articles.
- Smart import of legacy pages to launch your knowledge base in hours.
- SEO and WCAG optimized for maximum discoverability and accessibility.
Security & Trust
Enterprise-grade security built for government.
- Data Ownership: You own your data. We never sell or share citizen information.
- PII Redaction: Automated filtering removes names, addresses, and phone numbers before processing.
- Encryption: AES-256 encryption for data at rest and TLS 1.2+ for data in transit.
- Audit Logs: Full history of every article change, approval, and publication.
Smart import
Launch in hoursMigrate existing articles instantly.
311Desk crawls your current website, reconstructs navigation, and imports all articles, FAQs, and structured data automatically.
Import Review
Department
Public Works
Status
Ready to Publish (24)
Citizen experience
Mobile-friendly, lightning fast.
Every article is optimized for search, accessibility, and load speed.
-
Modern UX Design
Clean, responsive UI with smart search and clear navigation for citizens.
-
Fully Accessible
WCAG 2.1 AA compliant with high contrast modes for inclusivity.
-
Smart Alerts
Citizens can subscribe to topics for instant email updates when data changes.
311 CRM ecosystem
Works with the 311 CRM you already use.
311Desk automatically connects to your existing CRM in minutes. When your staff resolves tickets in your CRM, 311Desk automatically generates relevant help articles to prevent future tickets and calls on the same topic.
CivicPlus
GovPilot
MyGov
Comcate
OpenGov
SeeClickFix
CitySourced
GOGov
Signal
Granicus
PublicStuff
+ Custom integration
Custom integrations available. Our open APIs and webhook toolkit expedite bespoke connections for unique CRM setups.
Governance portal
Approve with confidence.
Assign review queues to staff by topic, easily view and approve proposed article edits, and review audit trails. Notify citizens of new articles and updates as a result of their tickets being resolved.
- Role-based access with SSO and MFA support
- Audit trail for all help article published and updated
- Queues by topic with ownership and SLA tracking
Review Queue
Water Meter Access · Update pending
Owner: Infrastructure · Ready for review
Recycling Pickup Holidays · New draft
Owner: Sustainability · Ready for review
Noise Complaint Appeals · New draft
Owner: Compliance · Ready for review
The 311Desk Difference
Stop guessing what citizens need help with.
Traditional website CMS platforms and manual help centers force you to guess. 311Desk uses your actual 311 ticket data to deliver the right answers automatically.
Manual Help Centers
Staff writes articles based on intuition, not data. By the time content is approved and published, it's often outdated. You never really know if you're answering the right questions.
Guesswork
Slow updates
High effort
Website CMS (e.g. WordPress)
Great for static pages, but fails for service delivery. Content gets buried in PDF graveyards, site search is often frustrating, and there is zero connection to your actual 311 service requests.
Hard to search
Static content
No CRM sync
311Desk
Articles are auto-drafted from resolved tickets. Content mirrors the exact language citizens use in requests. As your 311 data evolves, your help center stays current automatically.
Data-driven
CRM-integrated
Always current
Transparent Pricing
Simple, predictable pricing for every municipality.
No hidden setup fees. No per-seat costs. Just one flat rate based on the features you need.
Essential
Everything you need to get started.
$399
/month
- Hosted Help Center
- Unlimited articles
- Unlimited staff users
- Live onboarding training
Most Popular
Standard
For maximizing citizen engagement.
$699
/month
- Everything in Essential
- Citizen email/SMS notifications
- Custom domain
- Topic subscriptions
Complete
For more complex requirements.
$1299
/month
- Everything in Standard
- Help desk chatbot
- SSO (Okta, Azure AD)
- Dedicated Success Manager
Frequently asked questions
Common questions about 311Desk.
Does this replace our city website?
No. 311Desk lives on a seamless subdomain (like help.yourcity.gov) and links directly from your main menu. It's a specialized help hub that works alongside your existing site, so no migration is required.
How accurate is the AI-generated content?
Very accurate—because AI drafts are based on your staff's actual ticket resolutions, not generic information. Every article requires your team's review and approval before going live, so you maintain complete control over accuracy and voice.
What if our CRM isn't listed?
We offer custom integrations for any 311 system with an API or data export. Most custom integrations are completed within 2-4 weeks. Contact us to discuss your specific CRM.
Can we customize the approval workflow?
Yes. Configure multi-level approvals, assign department-specific reviewers, set up auto-approval for low-risk updates, and customize notification preferences for your team.
How do you handle sensitive information?
We automatically filter PII (names, addresses, phone numbers) from tickets before generating content. You can also mark topics as confidential to exclude them from the knowledge base entirely.
How long does implementation take?
Most municipalities launch in 1-2 days. Smart import retrieves and organizes your existing content in hours, CRM integration is instant, and team training is typically completed in a single session.
Ready to launch
Stop letting your help desk fall behind. See how 311Desk keeps it current automatically.
Watch how 311Desk transforms resolved tickets into citizen-ready help articles—without your team writing a single word from scratch.
50+ municipalities already live · Average setup: 1-2 weeks · Limited slots available this quarter