How Get Help creates logs
The Get Help form on your public website allows residents to request information or assistance. Each submission:- Creates a log record in Forerunner
- Links to the property (if submitted from a property page)
- Captures the resident’s contact information
- Records the type of help requested
- Notifies staff (if notifications are configured)
Get Help requests create log records, which are separate from form submissions. Logs are designed for tracking resident inquiries and information requests, while submissions capture structured data through custom forms. Learn more about accepting submissions from your public website.
Viewing logs from the public website
Logs submitted through the Get Help form appear in your Logs table alongside other log entries.Accessing logs
- Navigate to Records > Logs
- View all log entries in table format, with Date, Type, Address, City, and Status columns
- Click any log to view details
If you don’t see Logs under Records, ask your Customer Success Manager to turn it on.
Identifying public website logs
Logs from the Get Help form can be identified by:- Help request via public website - This box is checked on logs that came from the public website
- Requested help with - What the resident asked for help with
- Property link - Connected to a property if submitted from a property page
- Contact information - Resident’s name, email, and phone
What’s captured in each log
When a resident submits a Get Help request, the log includes:Responding to logs
Workflow for handling requests
1
Review the request
Open the log to see what the resident is asking for. Check the help type and any additional comments they provided.
2
Review property context
If the log is linked to a property, click through to see flood zone information, existing records, and files that may be relevant to the request.
3
Contact the resident
Reply directly to the notification email to reach the resident who submitted the request. If they did not provide an email address, use the phone number from their submission. Address their questions and provide the information requested.
4
Document your response
Add notes to the log documenting:
- What information you provided
- Any follow-up actions needed
- Relevant details from your conversation
5
Update status
Update the log status to Open, In Progress, or Complete.
Adding notes
Document your interactions by adding notes to the log:- Open the log record
- Find the Internal notes field
- Add details about your response
- Include any relevant information for future reference
Configuring Get Help options
The Get Help form displays configurable options that help residents categorize their requests. Common options include:Notifications
Configure notifications to alert staff when new Get Help requests arrive:Email notifications
- Receive email when a new log is created
- Include key details in the notification
- Route to specific staff based on help type
Notification setup
Contact your Customer Success Manager to configure:- Which staff members receive notifications
- Email templates and content
- Routing rules based on request type
CRS documentation
Get Help logs support Community Rating System documentation:Activity 330 - Outreach Projects
Logs demonstrate your community’s responsiveness to resident inquiries:- Track the volume of flood-related questions
- Document response times
- Show community engagement with flood information
Activity 350 - Flood Protection Data
Logs document that you provide flood information to residents:- Record requests for flood zone data
- Track provision of elevation information
- Document inquiries about flood insurance
Best practices for CRS
- Respond to requests promptly and document response times
- Add detailed notes about information provided
- Export log data periodically for CRS reporting
- Track metrics like average response time and request volume
Work with your CRS coordinator to ensure logs are documented appropriately for CRS credit. Your Customer Success Manager can help configure exports and reports.
Exporting logs
The Logs table has a fixed set of columns and doesn’t support filters or saved views. To pull logs for reporting:- Click Export
- Pick a Date range
- We’ll email you the file when it’s ready, usually within 5 to 10 minutes
What residents experience
Understanding the resident experience helps you respond effectively:Submitting a request
- Resident visits your public website
- From a property page or navigation, they select Get Help
- They choose the type of help needed
- They provide contact information and optional comments
- They submit the request and see a confirmation
After submission
- Residents see a confirmation message
- They receive no automatic updates unless you contact them
- If they have a public user account, the request does not appear in My records (logs are separate from form submissions)
Troubleshooting
Not receiving notifications for new logs
Not receiving notifications for new logs
Check:
- Notification settings are configured for Get Help logs
- Email addresses are correct
- Emails aren’t going to spam
Logs aren't appearing in the table
Logs aren't appearing in the table
Verify:
- Logs is turned on for your account (ask your Customer Success Manager)
- You have permission to view logs
- The public website Get Help feature is enabled
Can't see property link on a log
Can't see property link on a log
This occurs when:
- The resident submitted from the general Get Help page, not a property page
- The property couldn’t be matched
Help options don't match our needs
Help options don't match our needs
Contact your Customer Success Manager to:
- Add or remove help categories
- Reorder options by frequency
- Customize option labels
Related topics
- Records overview - Understanding record types in Forerunner
- Accepting submissions - Managing form submissions from the public website
- Public table views - Sharing data with residents