Monday, March 4, 2013

For Librarians: Submitting a Support Ticket

This information is for librarian-members of the New Hampshire Downloadable Books Consortium. (If you are a patron of the service, feel free to disregard this message.) 

There are times when you will need to submit a support ticket to OverDrive's tech support team. Here's how it is done:

  • Log into Content Reserve with your personal login or a common login. 
  • Click on the "Support" tab. 

  • Click on "Support" to submit a support ticket. 

When filling out the form, it is very important that you enter your own email address. Many people use a shared login to access Content Reserve. If you would like your own login (librarians only), please let me know. 

Be as specific as possible about what you need done by the support team. Be sure to include the format of the title and all information you have about the patron's device and operating system. 

All future correspondence with the support team member will be via the email address you provided.

Note that the characters <, >, and @ are a few that cannot be put into the description field of the form. Using any of these characters will result in an error message.