Quick guide to using Libri.Support

Modified on Tue, 28 May 2024 at 04:45 PM

Create and activate your account

To create an account with Libri.Support, you can contact Libri customer service. Simply click here and send us an e-mail with the subject "Activate Libri.Support account". You will then receive an activation e-mail with an activation link. If you click on this link, you will be taken to a website where you can activate your account. Please make sure that you also enter your customer number in the form under 'Full name'. This will help us to identify you more quickly when we contact you. If you have any further questions, please do not hesitate to contact us.

Note: If you are no longer sure whether you have already registered or if you have forgotten your password, you can easily create a new password. Simply click on the "Forgot your password?" button under "Log in" and follow the instructions.

Log in

Registered users can click on "Login" in the top right-hand corner of the portal where you can also switch the language.

Enter your e-mail address and the password you used when you registered.

Submit a ticket

To create a support ticket, please log in to our portal. After logging in, click on the "Submit a ticket" button. You will then be asked to choose the subject of your enquiry. Depending on your request, you will be asked to enter further information. If you wish, you can also attach files to the ticket.

As you enter a search term, you will be suggested solution articles based on the description of your issue. This may allow you to find a solution without having to contact our customer service team.

Once you have submitted the ticket you will receive a confirmation email. On Libri.Support, you can now view the status of your ticket, add replies and notes if you need more information.

View a ticket and check its status

Here you will find all the information and tools you need to check the progress of your support tickets.

To check the status of your tickets, you can log in to Libri.Support at any time and click on the "View all tickets" link as shown:

A ticket always has a status, such as "Open", "Pending", "Resolved" or "Closed". You can filter tickets by status by using the drop-down menu next to the list of tickets:

  • 'All tickets' shows every ticket that you have submitted in the portal, by phone or email.
  • 'Open or pending tickets' shows all tickets that have not yet been solved or closed.
  • 'Resolved or closed tickets' shows all tickets for which the problem has already been solved. 

The ticket is marked as "Resolved" if customer service has provided a solution to your question. The ticket will be marked as "Closed" if you confirm that the ticket has been resolved. After a few weeks, resolved tickets are automatically set to "Closed".

If your request has already been dealt with, you can close the ticket yourself at any time by clicking on the "Close issue" button.

If you have any further questions, please do not hesitate to contact us. We will be happy to help you!

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