My Area will allow users to view their current and previous tickets with the Montana Shared Catalog and other departments of the Montana State Library. You can also use My Area to initiate new tickets, send replies, and print tickets.
To access My Area, go to the MSL Help Center Sign In page directly, or click Sign In at the upper right of the Help Center homepage.
A successful login will navigate you to the My Area page by default. However, you can later access the page by clicking on My Area from the top menu.
Users can navigate My Area by ticket status and department . From the right-hand menu, you can select between different Montana State Library departments to sort your tickets. By default, My Area will display tickets from all departments. In the example below, the user has selected Montana Shared
Catalog.
Using the status menu, the user can toggle between open, closed, and on hold tickets.
Click on a ticket title to view the ticket.
The ticket properties display important information, including the ticket ID number, department, category, sub category, status, and the assigned support agent.
In addition to displaying the ticket properties, My Area can be used to issue a response. Click Reply to send a message to the agent.
Your reply will be automatically saved if you navigate away from the page without sending it. To edit your draft, return to My Area and select the ticket. Click Edit Draft at the top. Alternatively, use the three-dot (meatball) menu to select edit.
After drafting your reply, click send. Your reply will be sent to a support agent for review.
You can use the meatball menu to print a ticket’s contents. Clicking Print will open a new, printer-friendly window.
From within My Area, you can use the search bar to find tickets of any status. In this example, the user searched for BCA. The search bar suggests the ticket “BCA Credentials”. To view the ticket, click the suggestion. Otherwise, you can complete the
search by clicking the magnifying glass.
This will generate a search results list that includes tickets and/or related knowledge base articles. Selecting All will display both tickets and knowledge base articles relevant to your search. The right-hand menu will display how many knowledge base
articles and tickets were hits.
Clicking a result from the search hit list, will open it to view. In this example, the user clicked a ticket, “BCA Credentials #118”.
From any page in my area, the user can select Add Ticket. If you’re viewing tickets from a specific department (as selected in the My Area Departments menu – see Navigation above), the Add Ticket window will pre-select the appropriate department.