Wherever you are, whatever kind of library you run, our librarians and technicians will be there to resolve issues quickly so you can keep your library operating efficiently.
Get fast answers to the most frequently asked questions about accessing Innovative Support.
With support around the globe 24/7/365, we’re always here for you.
Submit inquiries directly via the Supportal. Or, call +1-510-450-6344 (Global)
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 into 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.
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