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Help & Support Desk

How do clinical teams obtain help and converse with technical support?

In high-integrity medical trials, outpatient clinics, and busy hospital wards, technical questions must be resolved with zero operational delay.

ConsentCollect completely eliminates the need for slow, disconnected email chains by deploying a built-in, direct In-App Support Ticket & Live Chat Portal. Available directly within your clinician dashboard, this portal allows you to create structured support tickets and chat directly in real time with our technical and security operations teams—ensuring prompt resolutions without leaving the platform.

Direct In-App Live Chat (No Emails Required)

The in-app support ecosystem functions as a secure, direct communication bridge between your practice and our senior systems engineers:

  • Erase Email Friction: Forget writing external emails or checking spam folders. The entire ticket lifecycle, message thread, and engineer reply history are handled locally inside your dashboard.
  • Real-Time Message Syncing: When support team members respond, their replies are fed directly into your ticket thread in real time. The portal automatically highlights unread message tallies and shifts the ticket status to In Progress.
  • Interactive Portal Conversations: Clinicians can type, review, and reply directly in the secure chat box to explain issues, review screenshots, or clarify compliance protocols.

The 24/7 Paid Support Guarantee

ConsentCollect prioritizes paid subscriptions to guarantee that active trials and clinical sessions are never disrupted:

  • 24/7 Support Coverage: All paid plans (Practice, Research, and Enterprise tiers) receive 24/7 secure support ticketing. No matter the hour or time zone, support operations are online.
  • 12-Hour SLA Response Commitment: We guarantee that all in-app tickets and thread replies submitted by paid clinicians will receive an expert response within 12 hours of submission.
  • Direct Engineer Access: Paid tickets bypass generic support queues, routing your thread directly to senior systems and security engineers who can resolve technical and key setup questions immediately.

Ticket Creation & Direct Chat Guardrails

To maintain high-quality response speeds, protect processing channels, and keep support threads focused, the portal enforces a series of strict administrative guardrails:

  • Concurrent Ticket Limit Cap: Clinicians can have a maximum of three (3) active support tickets (open or in-progress) at any time. If you reach this limit, you must resolve and close an existing ticket thread before creating a new one.
  • Daily Ticketing Rate Limits: Clinicians are limited to creating one (1) new support ticket every 24 hours to prevent spam and ensure resources are allocated fairly.
  • Rigorous Character Limits: To keep descriptions clear and actionable, ticket subjects are limited to 1–100 characters, and individual message thread entries must be between 1–1,000 characters.
  • Thread Message Cap: Each ticket thread has a hard limit of 50 total messages from the clinician. This ensures issues are diagnosed and resolved concisely.
  • Permanent Thread Locking: Once an issue is resolved, clicking “Close Ticket” marks the thread as resolved and permanently locks it, preserving the archive as an unmodifiable compliance record.

Managing Your Support Tickets

Clinicians can manage their active threads directly via the dashboard:

  1. Navigate to Support: Click the Help & Support link in the dashboard sidebar.
  2. Review Open Threads: The directory displays all historical tickets, highlighting active states (Open, In Progress, Resolved) and unread reply indicators.
  3. Open the Live Chat: Click any ticket to open the split-screen live chat canvas, viewing the full chronological message log.
  4. Draft a Reply: Type your message in the chat box (keeping it under 1,000 characters) and click Send. The system instantly syncs the message and updates our operations queue.

[!CAUTION] Strict Zero-Knowledge PHI Rule: Because our platform enforces strict zero-knowledge data boundaries, support staff can never view patient records or clinical document contents in plaintext. To maintain compliance and protect patient confidentiality, never paste patient Protected Health Information (PHI), medical records, or legal names in your support ticket descriptions or chat messages.