Ticketing System Troubleshooting
Symptom-driven guide for the Connie Support Ticket System, written for Connie account administrators. Each item says what you can check or fix locally versus when to open a ticket with Connie (or, if the ticketing system itself is the problem, contact the Connie Care Team directly).
Rule of thumb: anything about one staff member, one ticket, or one inbox is usually local. Anything about your whole account's scoping, isolation, or the Support panel not appearing is a Connie-side onboarding matter — open a ticket.
"Track" says "not found" for a ticket I know exists
What it means: the lookup is account-scoped — it only finds tickets that belong to your account.
Fix locally:
- Confirm you typed the correct ticket number (from the confirmation screen or email).
- Confirm you're signed into the right Connie account for that ticket.
- Remember you can only look up your own account's tickets — a number from another organization will always return "not found." This is expected and protects privacy.
Open a ticket with Connie if: a ticket number that you know belongs to your account, and that appears under "See all tickets," still returns "not found" in Track.
"See all tickets" is empty
Fix locally:
- Make sure you opened the Support panel from the no-active-task view (the right-hand panel when you have no task), so your account context is set. Re-load the panel if needed.
- Check the status filter — the list defaults to Open. Switch to All to see closed/resolved tickets too.
Open a ticket with Connie if: the list is empty even with the All filter and you know tickets exist for your account. This usually means your account's support scoping isn't fully wired — a Connie-side onboarding fix, not something an administrator changes locally.
Staff don't see the Support panel at all
Fix locally:
- Confirm the staff member has no active task — the Support panel shows in the no-task view.
- Have them reload Connie.
Open a ticket with Connie if: the Support panel still doesn't appear. The panel and its account scoping are configured during account onboarding; if it's missing, that's a Connie-side gap.
I see another organization's tickets (or someone else sees mine)
This should never happen — accounts are isolated by design.
Action: Open a ticket with Connie immediately and flag it as a privacy/isolation issue. Do not keep using the affected view until you hear back. This is the one symptom to escalate right away rather than troubleshoot locally.
No email confirmation after submitting
Fix locally:
- Check the spam/junk folder.
- Confirm the email address entered on the ticket form is correct and is an inbox the person actually checks.
- Some self-hosted email domains can intermittently delay or drop automated mail. If your staff use such an address, try a more reliable inbox (e.g., a standard provider) for ticket correspondence.
Open a ticket with Connie if: confirmations are consistently missing across multiple staff and inboxes — that points to a delivery issue on the support side.
A closed ticket came back / reopened on its own
This is expected. If anyone replies to the ticket email after it's closed, the ticket automatically reopens and returns to the Care Team. To keep a ticket closed, don't reply to its email — start a new ticket for a new issue instead.
After submitting, the confirmation screen feels like a dead end
Fix locally: use the buttons on the confirmation screen — "See all my tickets" (your account's list) or "Back to Connie" (returns to the support home). There's also "File another ticket."
When in doubt
If you can't tell whether something is local or Connie-side, open a ticket and describe what you saw, what account you were in, and the ticket number (if any). The Care Team would rather take an extra ticket than have you stuck.