Zoho - Submitting a Ticket

Zoho - Submitting a Ticket

About

Our self-service, online knowledge base will supply the answers to many of your questions. However, if your question is not addressed, you are encouraged to submit a ticket. 
If the problem is related to a patron or material issue, please include the patron ID and/or item ID to assist with troubleshooting. Do not share personally identifiable information (PII) via the ticket system.


Submit a Ticket

There are multiple ways you can initiate a ticket within Zoho.  If you don't have an account, the first and quickest way to open a ticket is via the Submit a Ticket button at the bottom of each page.
Use Chrome, Firefox or the latest version of Microsoft Edge when submitting tickets. Zoho doesn't support Internet Explorer; tickets submitted through IE show up blank.

Submit a ticket button at the bottom of the page

After submitting your first ticket, you will be invited to create an account.

If you already have an account, log in and click Add Ticket from the My Area page. 

Add Ticket button in My Area Page with Montana Shared Catalog highlighted in list of departments
For more information, see Zoho - Creating an Account and Zoho - My Area

Case Information

After navigating to the ticket submission page using one of the above methods, you will be presented with a list of ticket fields. While only some fields are required, providing more information will help us assist you as efficiently as possible.

Ticket fields on Submit a Ticket page

Department

Required. Select the appropriate department for your ticket. For questions related to MSC consortium business, products and connected third-party resources, please select the Montana Shared Catalog. Otherwise, you can select a department using the following guide:
  1. ASPeN - ASPeN library directory; ASPeN stands for Access to Services, Programs, and eNetworks.
  2. Montana History Portal - digital collections relating to Montana's cultural heritage.
  3. Statewide Projects - OCLC group services, MontanaLibrary2Go, and the Montana Courier Alliance.
  4. Library Program Resources - early literacy and childhood development, summer reading program, health literacy, financial literacy, and more.
  5. Hot Spot Lending Program - mobile WiFi hot spot devices distributed from MSL to libraries to improve internet access across Montana.
Library consultants are available for public libraries via email or phone. Please see Consulting for a directory.

Category 

Required. Select the topic that most closely relates to your request. This field will be used to limit the list of sub categories and to assign your ticket to the appropriate support person.

Sub Category

Optional (required for Statewide Projects). Select a sub category that matches your question. In some cases, we will use sub categories to match you with the right technician. 

Subject

Required. Enter a meaningful subject for your case. Keywords from the subject field will be used to suggest related articles in the column to the right.

List of Related Articles prompted by ticket Subject keywords

Description

Required. Enter a detailed response. Wherever possible, please provide:
  1. Examples with patron/item IDs;
  2. Dates and times (e.g. first occurrence and issue persistence);
  3. Scope (e.g. does this issue impact your computer, library, sharing group, consortium?);
  4. Baseline technical details (e.g. device being used, operating system, browser type, URL);
  5. What you've already attempted to resolve the issue;
  6. Steps you used so we can replicate the problem.
Providing a concise, relevant, and detailed description can greatly affect the speed in which we can resolve your ticket. Thorough descriptions mean less back and forth requests for information and quicker troubleshooting.

Contact Information

Required. If you're already logged into your account, some required information like the email address and contact name will be already associated with the ticket. Depending on the department, additional demographic information might be required such as the MSC library policy. 

Ticket Contact Information and Additional Information fields

Additional Information

Priority

Optional. Select whether your request is high, medium, or low priority. 

Classification

Optional. Choices include question, problem, request and other.

Attach a File

Optional. Please attach any relevant screen shots, spreadsheets or other files to your ticket that will help illustrate the issue.

Tracking Ticket Progress

After submitting a ticket, you will receive a series of emails updating you on your ticket's progress. You will receive notifications when:
  1. Your ticket is created;
  2. You send or receive a ticket reply;
  3. The ticket is closed;
  4. An agent posts a ticket resolution.
Ticket-created email notification

Whitelist the domain montanastatelibrary.zohodesk.com to ensure that ticket notifications do not get marked as spam by your email service provider. If you're not sure how to whitelist, please consult your email provider's help page for instructions.
At any time, you can login to your account to view open, closed and on hold tickets.
For more information, please read Zoho - Creating an Account and Zoho - My Area.

Video Tutorial


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