Support

A Brief "How-to" for ExLibris's Online Chat Support 

You can start a chat with Ex Libris by clicking the chat bubble in the upper right hand corner of your Alma interface:

This opens a panel on the right-hand side of Alma and you’ll be asked to pick a product to chat about. The availability of the chat will be noted in each box, as well as a link to the online help. Note: This will only display products that your institution subscribes to; the Ex Libris testing environment had all of them enabled.

When the chat connects, you will see the product in the top of the chat panel, and the name of the analyst assisting you.

Before the chat ends, you can save the transcript from the three lines to the left of the chat box. This is NOT available after the chat has closed unless you ask the analyst in the case to provide it to you.

The analyst can request a file transfer from you to view any examples or screenshots. Currently, screen-sharing is not available in the chat feature, and analysts on chat cannot receive phone calls about active chats. These avenues are best pursued outside of chat, when the cases are assigned to an analyst.

Please provide specific IDs and information about which part of Alma you’re working on to help the chat specialist look at your concern in real-time.

If you click in another part of Alma to test something for the analyst or gather information, the chat is still active in the chat bubble at the top. Chats will time out after about 5 minutes of inactivity.

The analyst may be able to answer your question in the chat itself, or it may be a more complicated issue which will require deeper analysis. In this scenario, the analyst will create a case in the Support Portal for you and provide the case number to you in the chat. When you’re finished, you can exit the chat and go to the support portal, find your case number, and add any additional information.

Online Chat Support for Alma and Primo VE: FAQ
ExLibris frequently asked questions and answers for their online Chat functionality