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Get Support ā€” Frequently Asked Questions

Quick answers about getting help with Connie. For the full picture, see the Support Overview.

šŸ›Ÿ Support optionsā€‹

What support options does Connie offer?

Connie has a 5-tier support system:

  1. Knowledge Base (L1) ā€” self-service docs, available 24/7
  2. Community Support (L2) ā€” peer-to-peer help from other Connie users
  3. Support Tickets (L3) ā€” formal, tracked requests to the Connie Care Team
  4. Live Chat (L4) ā€” premium real-time help for urgent issues
  5. Professional Services (L5) ā€” expert implementation & consulting
I just need a quick answer ā€” where do I look first?

Start with the documentation (L1) and the search box at the top of any page. Most how-to questions are answered there, instantly.

šŸŽ« Support ticketsā€‹

How do I submit a support ticket?

You file a ticket right from inside Connie ā€” you get a ticket number and can follow it to resolution with the Connie Care Team. See Submitting a Ticket (it includes a short video walkthrough).

When should I file a ticket instead of asking my supervisor?

File a ticket when something needs investigation or follow-up (a bug, a technical problem, a configuration change). For everyday "how do Iā€¦" questions, your supervisor or the docs are usually faster.

How do I check the status of a ticket I already submitted?

See Checking & Managing Tickets ā€” you can look up a ticket's status, subject, and details from inside Connie.

šŸ’¬ Other ways to get helpā€‹

Is there live chat?

Yes ā€” Live Chat (L4) is the premium option for real-time help with urgent issues.

What is Professional Services?

Professional Services (L5) is expert implementation and consulting ā€” partner with Connie experts for strategic, enterprise-level work that goes beyond standard support.

Is there a user community?

Yes ā€” Community Support (L2) connects you with other Connie users to share best practices and solutions.

šŸ‘¤ For staff agentsā€‹

I'm a staff agent and something isn't working ā€” where do I start?
  1. Your supervisor is your first point of contact.
  2. Try the Staff Agent Troubleshooting guide and the Staff Agent FAQ.
  3. Still stuck? See Support for Staff Agents for the full path.

šŸ’” Still have questions?ā€‹