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Municity User Community Bulletin #1

A Message from General Manager, Dan Foster

Since February 1, we have been engaged in the process of transferring the Municity® Technology and staff from the former Software Consulting Associates (SCA) to ICC Community Development Solutions. As part of this effort, we are proactively engaging our customers to determine priorities for addressing customer issues and concerns. We are planning to improve communications and support of our

entire customer base. Last week many of you completed an online survey that helped us more clearly understand your issues. Thank you to all who provided feedback in that process. As a result, an action plan is currently being developed and will be published on the Municity login screen the week of May 9and included in the next issue of the Municity Bulletin.

Once we are through this transition, we will be publishing our Municity Bulletin monthly and will be expanding the content to include items such as:

Upcoming User Group Meetings/Online events
New product development highlights and plans
New integration highlights and plans
Tips and Tricks for using Municity

Improvements to Our HelpDesk Process

We received feedback loud and clear from our User Community for better communication regarding the status of fixes or updates to the Municity® Software. Our team is engaged in deploying a new HelpDesk Ticketing System called HelpSpot. Over the next few days, you will start receiving confirmation email when you submit an issue or request to MunicitySupport@icc-cds.com. Below is a sample of the confirmation email with the location of the link to the case tracking file highlighted. The second image is the view of the ticket status you will see when the link is clicked. HelpSpot will allow us to better track and report the status of product issues, fixes and/or updates. When fully rolled out over the next few weeks, it will provide you with improved access to the status of all your tickets. Stay tuned for more details.

Sample Confirmation Email:

Request Status Screen:

781 Elmgrove Road, Rochester, NY 14624

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