Introduction
If you need help with your VitalSource Support account, product, or service, submitting a support ticket is the fastest way to reach our support team. This guide explains how to create a ticket, what details to include, how to track its status, and how to help us resolve your issue more quickly.
Before you submit a ticket
Before you open a ticket, gather the key details about your issue. Having the right information ready helps our support team investigate your request faster and reduces back-and-forth communication.
Your name and email address
Your organization or account name, if applicable
A clear description of the issue or request
The product, feature, or page involved
Any error messages, screenshots, or screen recordings
The date and time the issue occurred, including your time zone
Steps to reproduce the issue, if known
How to submit a support ticket
Step 1: Go to the support portal
Visit the VitalSource Support portal at [Insert support portal URL]. If you are already signed in, you may be taken directly to the ticket submission page. If not, sign in with your account credentials or choose the option to continue as a guest, if available.
Step 2: Select the request type
Choose the category that best matches your issue. Selecting the correct request type helps route your ticket to the right support team. Common categories may include login issues, billing questions, technical problems, or general product support.
Step 3: Fill out the ticket form
Enter the required details in the form. Be as specific as possible when describing the issue. Include what happened, what you expected to happen, and any troubleshooting steps you have already tried.
Step 4: Attach supporting files
If you have screenshots, error logs, or other helpful files, attach them to the ticket. Supporting files can help the support team identify the cause of the issue more quickly.
Step 5: Submit the ticket
Review your information carefully, then select Submit. After submission, you should receive a confirmation message and a ticket number by email.
What to include in your ticket
For the best results, include the following information in your ticket description:
A short summary of the issue
Detailed steps to reproduce the problem
The exact error message, if any
Your browser, device, or app version
How the issue is affecting your work
Any urgency or deadline related to the request
How to track your ticket
After you submit your ticket, you can track its progress in the support portal or through email updates. Use your ticket number to find the request in your account, if the portal provides ticket history or status tracking.
Open
In progress
Waiting on customer
Resolved
If a support agent needs more information, they may reply by email or update the ticket in the portal. Respond as soon as possible to avoid delays.
Tips for a faster resolution
Following these tips can help speed up the resolution of your request:
Provide complete and accurate details the first time
Include screenshots or recordings when possible
Avoid submitting duplicate tickets for the same issue
Reply to follow-up questions promptly
Use one ticket per issue so requests stay organized
If the issue is urgent, clearly explain the impact and deadline
Next steps
After your ticket is submitted, monitor your email and the support portal for updates. If you need to add new information, reply to the ticket thread rather than creating a new request, unless the issue is unrelated.
Additional information
If you need help finding the support portal or submitting a request, visit [Insert related help center article link] or contact us through [Insert alternate contact method].
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