At MasterLibrary, we want to ensure that you have all of the tools necessary to succeed with ML Schedules. Please feel free to use the following as a guide as to when you should lean on your Customer Success Manager, and when you should submit a support ticket through out support portal.
When to Contact Support
- Inside of ML Schedules, click Help > View Support Portal, and then Submit New Ticket at the top right of your screen
- Call (585) 270-6676, option 2
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Quick Product Feature Questions
- What does this button do?
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Basic Guidance on Features
- Why was this request automatically approved?
- Why is this group not seeing a certain building in the drop down menu?
- Why was this group able to double book?
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Documentation Questions or Requests
- Is there an article that goes over this? I'd love to learn more about it
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Troubleshooting Questions
- I clicked this button and got an "Error Encountered" message
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Integration Sync Questions
- Can you help me determine why this event wasn't synced from our Athletic Scheduler?
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When to Contact your Customer Success Manager
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Strategy and Goal Setting with the Product
- Helping you to achieve the goals you set for ML Schedules and strategize
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Best Practices and Recommendations
- Tailored to your needs, goals, and based on our knowledge and expertise
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Customized Training for You and Your Team
- Live training session(s) to ensure ML Schedules is being adopted by your team
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Questions on Setting Up the System Post Onboarding
- I'd like to start invoicing in the system, would you be able to help?
- Can you go over Approval Paths with me again?
- I need a refresher on this, can you help?
- We want to make some changes to our request form, can we have a call to go over options?
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Ideas for Product Functionality
- ML Schedules would be even better if it could do this!
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Not Sure Who to Reach Out To?
- Send a message to your CSM and they will point you in the right direction!
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