On November 8, 2021, the ProQuest and Ex Libris Support Centers will unite to form a single and upgraded customer portal. Soon, you’ll have one destination to help with all your ProQuest and Ex Libris product and service needs. We’ll use this page to provide you with important updates about our roll-out plans, frequently asked questions, post-go-live support, and more. Our plan is to keep this page dynamic, so that you always have the latest information.
Check back here often for regular updates.
Notify Me: Want to stay up to date? Sign up for updates by clicking "Notify Me".
We’ve built the ProQuest/Ex Libris Support Center with our global community of users in mind. It includes:
Our new knowledge-sharing feature helps users share information with each other. Once signed in, users can begin and follow conversations, or search for specific topics for quick answers. Since the ProQuest /Ex Libris Support Center is built by and for customers, our administrators will monitor for any abuse, but will not moderate.
You can expect a smooth transition to the new interface – with no new URLs and a simple sign-in.
The ProQuest/Ex Libris Support Center will reside on support.proquest.com, with an automatic redirect from support.exlibrisgroup.com. Your existing Support Center user accounts will automatically migrate – just set a new password and you’re good to go.
We are migrating more than 94% of all cases to the ProQuest/Ex Libris Support Center, including all open cases and closed cases that were opened from 2015 forward. These cases will be visible to you and all entitled users in your institution.
While the ProQuest/Ex Libris Support Center is extremely intuitive, we’ve provided tips, tools, and training so you can get the most out of this resource. They include live and recorded webinars available for every region. Find the schedule here:
Question: What’s happening to the Ex Libris Support Center? What’s happening to the ProQuest Support Center?
Answer: The ProQuest and Ex Libris Support Centers will combine to form a single and improved customer portal. For the many customers who have both ProQuest and Ex Libris products, the ProQuest/Ex Libris Support Center will become the single destination to address all their needs. As a bonus, you’ll also enjoy a new and upgraded user experience!
The new Support Center will reside on support.proquest.com, with an automatic redirect from support.exlibrisgroup.com.
Question: Is the Ex Libris Knowledge Center changing?
Answer: No, the Ex Libris Knowledge Center continues at its current location and with current functionality.
Question: What’s different? How is it better?
Answer: The new Support Center has modern features that reflect the needs of our users, including:
Question: What about my current cases? What happens to them?
Answer: We’re migrating all open cases from existing portals along with closed cases that were opened in 2015 or later (more than 94% of our case archive). You will find all your active cases in the new portal.
Question: Will I continue to have access to existing support channels?
Answer: Yes! You will continue to be able to submit cases, engage in chat, and "Report to Ex Libris" from within Alma and SFX, the redirect will be automatic.
Question: What if I rely on email to case channels and do not typically log in actively to the Support Center?
Answer: You can continue to do this and will notice only a small change in Status categories.
Question: Will my institution’s published cases be visible to all users? Can I share my cases with other Support Center users?
Answer: The new ProQuest/Ex Libris Support Center is designed to protect the privacy and security of your data. With your permission, your Ex Libris published cases will be available as Knowledge Articles, visible to logged-in, authenticated users only.
Here’s what you need to know about publishing your cases as Knowledge Articles:
Question: How do I get up and running on the ProQuest/Ex Libris Support Center?
Answer: You can expect a smooth transition to the new Support Center.
Question: When does the ProQuest/Ex Libris Support Center launch?
Answer: We’re expecting to launch on November 8, 2021.
Question: What about after go-live?
Answer: We’ll be here for you. Teams will be available around the globe to monitor the transition and ensure that we address any issues that arise. As we get closer to the roll-out date, we’ll provide additional details.
Question: What if I have other questions?
Answer: Contact us at firstname.lastname@example.org or email@example.com. We will add user guides, training material, and knowledge articles. Watch this space for additional details.
Coming soon: “How-to” details with screen shots.