How to view support requests from your end users
To see information about the support requests your library users or students submit to OverDrive:
- Sign into OverDrive Marketplace.
- Click the Support tab.
- Click View user support requests.
By default, you'll see all user support requests from the last 30 days. To see older requests (up to 2 years old) or filter the requests shown, click Run new report and change the report criteria.
Information in the report includes:
- Date submitted
- Date resolved
- Request category
- Support solution used
- Technical information (device, format, operating system, and software)
- Request status:
- New
- Active
- Resolved: an OverDrive Support specialist responded to the request
- Responded: the user replied to the specialist
- Closed: at least 7 days have passed since the specialist responded, and the user hasn't replied
- Closed as Duplicate (or Merged): the request is a duplicate or has been combined with an earlier report
- Escalated: the user replied to the specialist, and the specialist hasn't responded in over 24 hours
- On Hold: the request requires further investigation