Libraries that use EOS.Web can now contact the EOS Help Desk using the EOS.Web Help Portal. Customers can contact the EOS Help Desk anytime from anywhere they can access their EOS.Web system.
Jeff Smith, EOS International’s Vice President of Client Services, wrote “Once you have the EOS.Web Help Portal open, hover your cursor over the EOS Support button and select Cases.”
A screen… will appear… [where] you can use the filters to view your Open Cases, Closed Cases, or All Cases. You can also use the Search filter to enter a word or phrase to quickly locate a case from the list (perhaps trying to find the resolution to an issue from a few years back). Click on any case to open it and view the case details. Finally, click the Create New Case button to contact EOS Help Desk with a new question or issue.
Creating a New Case is easy! Provide as much information as you have available and be as descriptive as you can to help us get a quick start on the question or issue. You can even attach files such as screen shots, reports you might be asking about, or other relevant information that will help us to return a quick and accurate resolution back to you. When you are finished, click the Submit Case button. You can always return to this screen and add more information or attach additional files at any time.
If we have questions during the process, the Help Portal combined with the automated emails will notify you that additional information is needed. After we have provided the resolution for you, there is even a way for you to click a button and close the case yourself!
We believe the powerful features built into this new Help Portal are superior to using email to contact EOS Client Services. We hope that you will use this new Help Desk Portal feature the next time you contact our Help Desk. We look forward to hearing from you, and please be sure to tell us what you think of this new functionality!
EOS (Electronic Online Systems) International (“Connecting People to Knowledge”), not to be confused with Emerging Opportunities for Sustainability (EOS) International, is a library vendor, specifically a librarian automation company. Library automation is the use of computers to automate cataloging and circulating books and other items.
EOS International is headquartered in Carlsbad, California. The company operates in more than fifty countries.