Montana Shared Catalog

Support

Introduction

To streamline support requests and better serve member libraries, the MSC staff utilizes an online "Help Desk" ticket system. Every support request is assigned a unique ticket number which can be used to track the progress and responses online. The ticket system maintains complete archives and history of all support requests. A valid email address is all that is required to submit a ticket.

Take the time to view the  Knowledge Base in the MSC Frequently Asked Questions to see if an answer already exists for your question.

Open A New Ticket

ATTENTION: MSC staff is down by 50% and response times will be delayed for the next several months. Please do NOT ask staff about the status of your ticket. Staff will respond to your ticket in the order in which it was received. Thank you for your understanding.

 

Please provide as much detail as possible so we can best assist you. If the problem is related to a patron or material issue, please include the patron ID and/or item ID to assist with troubleshooting. Include your contact phone number in case we need to talk to you directly. To update a previously submitted ticket, click the link provided in the response email or click “Check Ticket Status” below and login with your email address and ticket number.

Open a Remote Support Session

Initiate a Remote Desktop Support session with an MSC staff person.

  • Save the file (mscSupport3517.exe) to your local Desktop.
  • Run the application.
  • Click on the "Show My PC Now" button.
  • Share Password with MSC Staff to start session.

Open a Chat Session

Chat with a MSC Staff. Handy if your phone doesn't reach your computer! Open a help desk ticket to arrange a chat session with MSC Staff. We can also share files and remotely view your PC while in a Chat session.

Check Ticket Status

The ticket system maintains archives and history of all your support requests, complete with responses. Login with your email address and any ticket number to view your ticket archives.

MSC Ticket System Stats

(as of Mar 31, 2014)