Support ticket submission

Overview

Support tickets can be submitted directly to the Internet Archive's Archiving & Data Services team when you need assistance resolving an issue with your account. This page provides insight into our prioritization process and instructions on how to submit a support ticket.

Before submitting a support ticket, try searching the Help Center for an answer to your question and reading through our support documentation. If none of the information there resolves your question, please submit a support ticket.

On this page:

• Prioritization of support tickets
• How to create a support ticket
• Receiving support ticket updates
• Share support tickets across your team

Prioritization of support tickets

We respond to tickets within four business days, however, more complex issues may take some time for our engineers to resolve.  

How to create a support ticket

Via the Help Center

When working in the Vault web application, you can access our support ticket system by clicking on the Help Center link at the top of every page: 

The Help Center link will direct you to the front page for all of our help documentation and resources, which always includes a quick link to this page and our support ticket system.

Whenever you cannot find the answer to your question in our support documentation, follow the link at the top right directly into our support ticket system where you can Submit a request:

The request form page will open and prompt you to include details pertinent to your support ticket, including the following information:

Field Name	Data to Enter	Required?
Subject	A sentence or phrase describing the issue.	Yes
Collection name	Please provide us with the relevant collection name(s).	No
Report ID	Please provide us with the relevant report ID(s).	No
Description	A detailed description of the issue. The description should include the type of web browser you are using and the operating system you are running. Any steps necessary to reproduce errors or problems with the web application should also be listed.	Yes
Attachments	Attach any file(s) relevant to the ticket. For instance, screenshots showing error messages or other behaviours can be very useful to us. Including a screenshot helps ensure your ticket gets processed quickly!	No

Complete your ticket by clicking the Submit button, and that's it – your ticket has been entered into our system! A receipt verification email will be sent to your email address.

Via the Support Widget

After clicking the "Support" button in the bottom right corner and searching a word or phrase, a "Contact Us" button will appear:

Select "Contact Us" to fill out the form and click "Send" to submit the ticket:

Receiving support ticket updates

Via Email

When the Archiving & Data Services support team replies (adds any comments) to any of your tickets, the reply will be sent to you directly via email. From that point on, you can simply reply to this email and your ticket will be updated with a new comment. As soon as you do, we will receive a notification that you have responded via email and will start processing the new information.

Via the Help Center

If you prefer, you may also update your ticket with additional information directly via the Vault support website, the same place where all new tickets begin.

To do so, check the initial email that was sent to you when you created your ticket. Within that email, click on the help ticket number link circled below:

If you are not already logged into your Vault account, you will be prompted to enter your account login information. Once you've logged in, you will see the details of the specific ticket whose number you clicked on in your email. Enter a comment at the bottom of the page and click Submit to update it.

You can also access all your tickets by logging into the help center at https://vault-webservices.zendesk.com/, clicking on your user icon, and selecting Activities from the drop-down menu.

Once logged in, you may view your list of tickets and click on any one that you wish to edit. Once the ticket details display, go to the bottom of the page and enter a new comment. Click Submit and your comment will be posted:

 

Our team will immediately receive a notification that you have entered a new comment. You will also receive an email verifying that your comment has been submitted.

Share support tickets across your team

Our support system's website features additional functionality for teams working together with the web application at a single institution. If you would like us to enable the ability for all of the users associated with your account to view each others support tickets, please ask us in the form of a brand new ticket!