When to Submit a Ticket

Created by Matt Hammermeister, Modified on Tue, 31 Oct, 2023 at 12:33 PM by Brittany Smith

General

For all inquiries or issues related to the Polaris ILS or Pinnacle as a whole, the preferred method of contact is Pinnacle Ticketing System. Using the ticketing system helps to route your request to the proper staff person and maintains a log of changes for historical reasons. Library staff may still contact Pinnacle through other means, but any configuration changes will be logged in the ticketing system.

When to Submit a Ticket

When to Submit a Ticket	When to Contact Pinnacle Staff Directly
Any configuration change in Polaris Polaris Outages New Staff Requests Report Requests Issues with Polaris-connected tools (SIP, API, etc.) General questions about Polaris	Scheduling a meeting Training Resources / Needs General Questions about Pinnacle committees Questions about budget or finance

How to Submit a Ticket

Tickets can be submitted via the Help Desk ticket portal or by sending an email to support@pinnaclelibraries.freshdesk.com.

When submitting a ticket through the portal, please make sure to pay attention to the Ticket Type and Priority fields. These fields help the system route the ticket to the appropriate staff member.