Changes to Interfolio Support and Client Community
We are excited to announce that Interfolio is migrating our support system to Elsevier’s platform. This transition will take effect on January 21, 2025.
We will continue to update this article with more information on what you can expect as we get closer to our go-live date for this change.
Changes to our Support Lines
Our support team will have a new phone number and email for all institutional support. After January 21, 2025, please use these lines to reach out to us for support or to open a ticket.
Institutional Support
Support for our FIS modules (Faculty Search, RPT, Lifecycle Management, Faculty Activity Reporting, or Web Profiles)
Phone: COMING SOON: This information will be shared prior to January 21st, 2025.
Email: COMING SOON: This information will be shared prior to January 21st, 2025.
Dossier Support
Support for your private, personal Dossier account will remain the same.
Phone: (877) 997-8807
Email: help@interfolio.com
Existing Tickets
If you have open tickets with us that were created before January 19, 2025, you should receive an email from our new ticketing system regarding that ticket. Be sure you only respond to that email moving forward.
Responding to old emails related to the ticket will not be routed to the correct support team and may delay response time.
Client Community
The Interfolio Client Community is only available for Institutional and Software Administrators. If you do not have access and believe you should, please reach out directly to your Account Manager, Customer Success Manager, or Project Manager.
Our client community portal is being revamped as part of this migration. If you currently have access, your account will be recreated in the new portal.
Exciting new features of the portal include:
- Enhanced visibility into known issues, with the option to follow updates.
- A platform to feature, upvote, or downvote ideas shared by other clients.
How to Access the New Interfolio Client Community
If you previously had access to the Interfolio Client Community, you're account has already been created in the new portal.
- Access the new portal here. (COMING SOON)
- Enter in your email on the sign in page.
- On the next page, you will be prompted to create a new password.
- You should now be logged into the Interfolio Client Community
If the site does not recognize your email, you may try other email addresses that may have been associated with your Interfolio account, or reach out to your Interfolio Account Manager, Customer Success Manager, or Project Manager.