Knowledge Base

It is possible to contact Ex Libris support in real time via chat rather than opening a case the traditional way. This functionality is enabled when the "Chat with Support" role is assigned to a user in Alma. (To request this functionality, a supervisor must request the role via the Staff Account Request form on the OLS Support Site.) A chat icon is added to the Alma Persistent Main Menu Icons and visible to users who have the "Chat with Support" role.

Use chat to ask how-to questions, simple configuration questions, behavior questions, and other simple questions. Issues or questions that cannot be solved during an online chat session will be handled offline in a regular case.

Chat is available for Alma itself, the Alma Community Zone (Alma Data Services), Central Discovery Index (CDI), and Primo VE systems. You can speak with an Ex Libris Tech Support Analyst during the following hours:

• Alma: Monday - Friday, 10:00 AM - 6:00 PM EST
• Alma Community Zone (Alma Data Services): Monday - Friday, 9:00 AM - 5:00 PM EST
• CDI: Monday - Friday, 9:00 AM - 5:00 PM EST
• Primo VE: Monday - Friday, 10:00 AM - 6:00 PM EST

Each chat session creates a case and is stored in the ProQuest/ExL Support Center. The case is available in the Support Center as any other case but, by default, does not include the transcript. The transcript is, however, stored and available to ExL Support and you can ask the analyst to attach it to the case if you would like to view it in the Support Center.

If a non-Support Center user initiates a chat that results in an offline case, ExL will create a Support Center user account for them.