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Support Ticket System — Administrator Guide

The Connie Support Ticket System is one of Connie's built-in Support Options. It lets your staff submit support requests directly from inside Connie and get scoped, secure help — every ticket stays private to your account, and your team can track it from submission to resolution.

This page is for Connie account administrators. For the step-by-step staff guide, see Submitting a Ticket. For fixing problems, see Ticketing System Troubleshooting.

The CONNIE+ panel in the no-active-task view, with the Get Support button that opens the Connie Support Portal

What it is​

When a staff member has no active task, the right-hand panel shows the CONNIE+ panel; clicking Get Support opens the Connie Support Portal. From there your team can:

  • Create a new ticket — submit a support request through a simple form.
  • See all tickets — view every ticket for your account (not other organizations').
  • Track a ticket — look up a single ticket's status by its number.

Each request becomes a tracked ticket that the Connie Care Team (our support desk) receives, works, and resolves — with email updates along the way.

Why it matters: scoped + secure by design​

The Support Ticket System is account-scoped. That means:

  • Your staff only ever see your account's tickets — never another organization's.
  • "See all tickets" and "Track by number" are both limited to your account. Looking up a ticket number that doesn't belong to your account returns "not found."
  • Internal notes that the Care Team writes while working a ticket are never shown to the person who filed it. Only customer-facing replies are shared (by email and in the ticket view).

This isolation is automatic — there's nothing for an administrator to switch on per ticket.

The lifecycle of a ticket​

  1. Submit — a staff member fills out the Create New Ticket form. They get an on-screen confirmation with a ticket number, plus an email confirmation.
  2. Route — the ticket arrives at the Connie Care Team's queue.
  3. Work — a Care Team agent picks it up, may ask questions, and replies. Replies reach the filer by email.
  4. Resolve / Close — when the issue is handled, the ticket is closed.
  5. Reopen — if the person replies to the ticket email after it's closed, the ticket automatically reopens and returns to the Care Team queue.

Ticket statuses: Open · In Progress · Waiting · Resolved · Closed.

The ticket-submitted confirmation showing the ticket number and the See all my tickets and Back to Connie buttons

What an administrator should know​

  • No per-ticket setup. Once your account is onboarded with Connie, the Support panel and scoping work automatically for every staff member.
  • It appears in the no-active-task view. Staff reach it from the right-hand panel when they have no active task. If your team doesn't see the Support panel, that points to an account-onboarding gap — open a ticket with Connie (see Troubleshooting).
  • Email matters. Ticket confirmations and Care Team replies are delivered by email. Make sure staff use a reliable inbox they check. (Some self-hosted email domains can intermittently delay these messages — if confirmations are unreliable, flag it to Connie.)
  • Reopen by reply. Staff don't need to file a new ticket if something they reported recurs after closing — replying to the original ticket email reopens it.
  • Privacy is built in. You don't need to configure anything to keep internal notes hidden from filers or to keep accounts isolated — it's enforced by the platform.

How your staff use it​