About Support

Count on us to keep your library solutions running smoothly.
  • We provide every customer with system critical support 24 hours a day, seven days a week, 365 days a year.
  • Innovative Interfaces is the first point of contact for all issue analyses and inquiries.
  • Half of our employees are dedicated exclusively to service and support.
  • Our service and support teams include librarians, technicians, and veterans of the library-technology industry. You can always reach one of our in-house veteran librarians by phone for product support.
  • With six offices worldwide and staff and offices in a variety of regions, you’ll experience a close, working relationships with our product experts.

Visit the Supportal

Sign into our customer support portal to:
  • Connect with other customers.
  • Access product brochures, training videos, and other knowledge resources designed to help you get more from your Innovative solutions.
  • Submit feedback and requests to our Help Desk.
  • Access contact management tools.
  • Review product updates and release notes.
Don’t have access? Contact the site coordinator or administrator at your library to request a Supportal account.

How do I...

How do I find Support business hours in my region?
Innovative provides every customer with phone and email support for system critical issues 24 hours a day, seven days a week, 365 days a year.

How do I  help expedite a response for my ticket?
As you submit your ticket you will automatically receive suggestions from the Knowledgebase. You can expedite your response by including specific, relevant terms in the title of your ticket. Try to avoid generic titles like “Question” or “Help.” Also try to provide specific examples to describe your issue such as the record ID number or which workflow was used. The more detail you provide, the easier it will be to reproduce and resolve your issue.

How do I open additional tickets? Is there a limit to the number of Support cases I can open?
No, we do not limit the number of cases you can submit.

How do I check the status of my Support ticket?
Keep your confirmation message and ticket number easily accessible for reference. All open tickets are logged in the Supportal and available to review. Log in in to the Supportal and click the Help Desk link in the top right corner of the home page. Select My Open Tickets. A new tab displays a list of current entries including your ticket number, status, contact name, customer name, title and the dates you opened and modified the ticket.

How do I reset my Supportal password?
If you are unable to log in to the Supportal, the site coordinator or administrator at your library will be able to reset your password for you. If you are the administrator or site coordinator and are unable to log in to reset your own password, please email Support for assistance.