Getting Help For Interfolio

Interfolio's Scholar Services team will act as the primary contact for product and technical support for an institution's administrators, faculty, and staff. This article will cover how to contact Scholar Services, available hours, and general response times.

Our Team

Tier 1 - Scholar Advocates

Initial issue triage, product education, and support for “how-to” questions. Primarily serving our faculty and Dossier users.

Tier 2 - Customer Success Advisors

Complex troubleshooting, bug triage, and product support. Primarily serving our administrative users.

Channels

Help requests can be made from a variety of channels:

  • Phone: (877) 997-8807
    • Press 1 for help from our Tier 1 team (serving faculty and Dossier users)
    • Press 2 for help from our Tier 2 team (serving administrators)
  • Email: help@interfolio.com
  • Fillable web forms in the Help Center or Client Community
  • Chat (only for Dossier users)

Hours

Scholar Services is available the following hours Monday - Friday:

Tier 1:

  • Email/ticket form: 5:00am - 10:00pm ET
  • Phone: 9:00am - 6:00pm ET
  • Chat: 9:00am - 6:00pm ET

Tier 2

  • Email/ticket form: 9:00am - 8:00pm ET
  • Phone: 9:00am - 8:00pm ET

Response Times

For immediate help, the best way to contact the team is via phone. If you call after hours or on the weekend, please leave a message and a member of the Scholar Services team will return your call as soon as they are next available.

First response times for email tickets vary, although Scholar Services always tries to reply in a timely manner.