How to Use the Help Center
- Val Waldron
This article will show you how to navigate our Help Center. There are a number of things you can do in the Help Center:
View a list of your existing support tickets, including the full communications history of each ticket
Submit new support tickets in order to ask us a question or report a problem
Find help articles that help answer your questions about using HathiTrust
Instructions
How to view the full ticket history of your existing support tickets
Click on Requests in the upper right corner of the Help Center, and then select All from the resulting drop-down menu.
A window will open that lists all of your open support tickets.
You can search for a specific ticket using the search bar at the top, or filter tickets based on their status or topic (request type) using the filters at the top.
How to submit a new support ticket through the Help Center
There are three portals in the Help Center that you can use to submit a new support ticket with us:
General Support: Ask us a general question, ask about member services, ask about access to a particular volume, or report a problem with the website, such as login issues.
Catalog Quality: Report a quality problem with a catalog record, such as a typo in the title, or digital scans that don’t match the catalog record information.
Content Quality: Report a quality problem with the digital scans for a particular volume, such as missing pages or blurry text.
Once you select one of these portals, the next screen will depend on the portal you selected. In the Catalog Quality or Content Quality portal, you will be given a choice of sub-topics. Clicking on one of them will take you to a form you can fill out to submit a ticket. For example, here are your choices in the Catalog Quality portal:
By contrast, if you click on the General Support portal, it will first take you to a list of categories for the help articles in that portal. To bypass that page, scroll to the bottom and click on “Need to raise a request? Contact us.”
You will then be taken to a list of sub-topics:
Clicking on one of them will take you to a form you can fill out to submit a ticket:
Once you are finished filling out the required fields (at minimum) in the form, click on Send to submit the new support ticket.
How to find help articles
The first way you can find help articles is to search for them by keyword using the search bar at the top of the Help Center page:
Click into the search bar and begin typing a keyword. As you type, the search results will populate with matching results. Here are some results that appear when you type the keyword “download:”
You can then click on a help article to read through it.
The second way to find help articles is to browse through the categories listed in the General Support portal. To get there, first click on the General Support portal from the main Help Center page:
You will see a list of help article categories:
Click on one of them to see the help articles within that category:
From there, you can click on an individual help article to read through it.