We recognize that the first few weeks of using new software can come with a learning curve. You will likely have a lot of questions, and that is okay! We are here to help. This article lists some questions that we often hear in the first few weeks of using Civic Review. This will be a helpful reference for you as you get started.
How does the applicant view their portal?
Through the "magic link" included in emails from Civic Review, the applicant can access their portal. They do not need to create an account or login to have access. For more instructions, check out this article: Helping Applicants with Their Portal
You can share the following help article with applicants to help them understand the portal: Applicant Portal
What do I do if the applicant entered the wrong information, or forgot to add something to their application?
Once an application has been submitted, the applicant can no longer access or change that information. This is something you will have to take care of on your end. For step-by-step instructions, check out this article: How To Edit Applicant Information
The wrong people are being notified about applications. How do I fix this?
There are different reasons someone would be notified about an application. They might be notified about submitting a new application or a review needing to be completed. If the wrong people are being notified, try reading this article: Permit Notification Recipients. If that doesn't solve the problem, we may need to add conditions to the form settings. Reach out to us to brainstorm.
How do I add additional fees to an application that has already been paid for?
Keep in mind, to do this you need to have Admin status in Civic Review. If you do, follow the steps listed in this article: Adding Fees To A License That Has Already Been Paid For
I need to add/remove someone as a user in Civic Review. How do I do that?
This is an easy fix. Follow along with this article: Adding Users and Departments
How do I handle renewals?
Here is an article that will walk you through the entire renewal process: Preparing for Renewals
How do I find specific applications?
There are a few ways to search for individual applications. This article shows you the best ways to find what you're looking for: Searching For Records
How do I build this report?
Here is an article showing you how to build a basic report in Civic Review: How To Build A Report
How do I enter a paper application into Civic Review?
This might be necessary for renewals and new applications. I listed two articles here to help with both situations:
What do I do if the wrong fees are being added to the submission?
The first thing you'll want to do is know how to edit fees. This help article can teach you how to do that: How To Adjust A Fee
The second thing you'll want to do is reach out to us. If the wrong fees are consistently being added, it probably means that we need to fix the conditions that are in the form. We can walk you through the process of adjusting those.
What do I do if the wrong departments are being added for review?
If the wrong departments are being added for review, it means we need to fix the conditions that are on the reviewing departments in the form settings. Reach out to our team, and we can walk you through those adjustments.
What are the automatic notifications that go out to applicants, and when do they go out?
There are several automatic notifications that go out to applicants. Read this article to see the full list that includes what they are and when they are sent: Renewal Timeline
What are the permissions associated with the different User Roles?
There are 3 different roles that a user can have within Civic Review: Admin, Reviewer, and Viewer. Read this article to understand the user roles: Permit Notification Recipients
How do I communicate with the applicant/staff?
There are two main ways to communicate through Civic Review. Read this article for more information. Communication in Civic Review