How to view support requests from your end users

Permission required: End-user support

To see information about the support requests your library users or students submit to OverDrive:

  1. Sign into OverDrive Marketplace.
  2. Click the Support tab.
  3. 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
Last Updated: 29 January 2024 01:37 PM