When something isn’t right in your neighborhood, you want to know two things: who’s listening and what happens next.
That’s where ATL311 comes in.
Every non-emergency request submitted through ATL311 follows a clear, trackable process designed to connect residents with the City departments responsible for resolving the issue. Whether it’s a missed trash pickup, a pothole, or a public maintenance concern, ATL311 ensures your request doesn’t get lost — and that there’s accountability from start to finish.
The Basics: What ATL311 Does
ATL311 serves as the City of Atlanta’s central customer service hub for non-emergency issues. It connects residents, businesses, and visitors with more than a dozen City departments through one coordinated system.
Instead of calling multiple offices, residents can submit a request through a single point of contact. ATL311 then routes that request to the appropriate department for action.
Step by Step: How a Case Moves Forward
Most cases begin with a simple observation. A resident notices something that needs attention and contacts ATL311 using the channel that works best for them.
Requests can be submitted by:
- Phone
- Fax
- Live chat
- Mobile app
- Chatbot
- Website
- Social media
- Interactive Voice Response (IVR) system
Once a request is received, a case is created in the City’s service request portal.
In some situations, customers submit their request directly online. In others, a trained ATL311 agent listens carefully, asks clarifying questions, and documents the issue to ensure it reaches the right department.
Each case is assigned a case number, and customers receive automated email notifications when the case is opened and again when it is closed. This provides written documentation and a clear record of activity.
What Happens Behind the Scenes
Think of the service request portal as a shared workspace for City teams.
Departments can:
- View assigned cases
- Acknowledge receipt
- Add updates
- Document inspections or repairs
- Record follow-up actions
As work progresses, department staff add notes to the case. These updates create transparency and ensure everyone involved has access to the same information.
If additional details are needed, departments can document that in the case. When the issue is resolved, closure comments are added to explain the outcome.
Residents can log into their account on ATL311.com and select the Case Status tab to view updates. Case information can also be checked through the ATL311 chatbot.
At any time, customers may contact ATL311 directly for an update or to ask questions about their case.
Why This Matters
A clear case lifecycle strengthens trust between residents and City government.
Every request is documented. Every case is routed. Every update is recorded.
That process ensures accountability, transparency, and consistent service across Atlanta’s neighborhoods.
Submit or Check a Request
To submit a new service request or check the status of an existing case:
Visit ATL311.com
Or contact ATL311 through the channel that works best for you.
Your report helps keep Atlanta running.
