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🎫 Trouble Tickets (L3)

Formal Support Requests - Submit detailed tickets for technical issues requiring investigation.

When to Use Trouble Tickets​

Submit a support ticket when you need:

  • Bug reports for software issues or unexpected behavior
  • Technical troubleshooting that requires system investigation
  • Configuration assistance for complex setups
  • Integration support with third-party systems
  • Account or billing inquiries that need formal documentation

How to Access​

  1. Visit the Support Portal: connie.plus/support
  2. Create New Ticket: Use the ticket submission form
  3. Select Category: Choose the appropriate issue type
  4. Provide Details: Include all relevant information (see tips below)
  5. Submit & Track: Monitor progress through the portal

What to Expect​

⏱️ Response Times​

  • Critical Issues (system down, security concerns): 2 hours
  • High Priority (major feature broken): 4 business hours
  • Medium Priority (functionality impaired): 1 business day
  • Low Priority (questions, minor issues): 2-3 business days

🔄 Ticket Process​

  1. Acknowledgment: Automatic confirmation within 15 minutes
  2. Initial Review: Technical assessment within stated timeframe
  3. Investigation: Detailed analysis and testing as needed
  4. Resolution: Fix implementation or detailed guidance provided
  5. Follow-up: Verification that issue is resolved

📧 Communication​

  • Email updates for all ticket activity
  • Portal notifications when status changes
  • Direct replies from assigned support technician
  • Escalation alerts if resolution is delayed

Tips for Best Results​

📝 Writing Effective Tickets​

Essential Information:

  • Organization name and ConnieRTC account details
  • Specific problem description with exact error messages
  • Steps to reproduce the issue consistently
  • Expected vs. actual behavior - what should happen vs. what does
  • Impact assessment - how this affects your operations

📱 Technical Details to Include​

  • Browser/device information (version, operating system)
  • ConnieRTC features you were using when issue occurred
  • Time and date when problem first appeared
  • Screenshots or screen recordings showing the issue
  • Any recent changes to your setup or configuration

🎯 Priority Guidelines​

Critical: System completely unavailable, security breach, data loss High: Major features not working, significant user impact Medium: Some features impaired, workaround available Low: Minor issues, questions, enhancement requests

⚡ Faster Resolution Tips​

  • Search existing tickets before submitting duplicates
  • One issue per ticket - separate problems need separate tickets
  • Respond promptly to support team questions
  • Test suggested solutions and report results quickly

Common Ticket Categories​

🐛 Technical Issues​

  • Software bugs and unexpected behavior
  • Error messages and system failures
  • Performance problems and timeouts
  • Integration failures with external services

⚙️ Configuration Support​

  • Feature setup and customization
  • User permissions and access controls
  • Workflow design and optimization
  • Channel configuration assistance

🔗 Integration Help​

  • Third-party service connections
  • API implementation guidance
  • Data synchronization problems
  • Custom development support

💳 Account & Billing​

  • Subscription and plan changes
  • Invoice questions and payment issues
  • User license management
  • Account settings modifications

When to Use Other Support Tiers​

Consider these alternatives based on your needs:

  • Documentation (L1): Check first for how-to guides and known solutions
  • Community (L2): Get peer insights for best practices and creative approaches
  • Live Chat (L4): For urgent issues needing immediate attention

Submit a Ticket: connie.plus/support

Formal support tickets ensure your technical issues receive proper investigation and resolution.