Why It Matters
When you reach out to ATL311, you’re doing more than making a phone call or sending an email—you’re officially opening a case that the City of Atlanta will track until it’s resolved. That means your request isn’t lost in the shuffle. From start to finish, it’s documented and updated, giving you a clear way to follow progress.
Step 1: Your Case Gets Logged
Every contact—whether you’re reporting a pothole, asking about trash pickup, or requesting general information—is entered into ATLConnect, our customer relationship management system.
- Case Number (CS#): This is your main tracking number. It’s the easiest way to follow your request.
- CRM Number: Think of this as a backup ID. If you misplace your case number, an ATL311 agent can use the CRM number to quickly locate your request.
Both numbers point to the same case. Two numbers, one goal: keeping your request on track.
Step 2: Routed to the Right Department
Once your request is created, ATL311 routes it to the department responsible for resolving it. Staff update the case as they work on it, so progress is always recorded. When the work is complete, the case is officially closed.
If you provided your email address, you’ll receive a closure notice directly in your inbox. No email? No problem—you can still check status anytime at ATL311.com using your case number in the chatbot.
Step 3: Follow Your Case Online
Want to keep an eye on all your requests in one place? Creating an account makes it simple.
- Click Sign In at the top right corner of ATL311.com.
- Select Customer Sign In.
- Choose Sign Up Now and follow the steps.
Once you’re in, you can view every case you’ve submitted, see updates in real time, and review closure notes.
Why This System Helps Residents
- No lost requests: Every contact creates a record.
- Transparency: Case notes prevent duplication and improve accountability.
- Convenience: Check status anytime, from anywhere.
As one resident recently shared, “It’s reassuring to know my request doesn’t just disappear. I can see exactly where it is in the process.”
Get Started Today
Try it yourself at ATL311.com. Submit a request, track progress, and see results. For more help, watch our quick video on YouTube: How to Create an Account on ATL311.com.
