ByWater Solutions Help Center FAQ

ByWater Solutions Help Center FAQ

Help Center

The ByWater Solutions Help Center is a dedicated site where our library partners can view various resources about the products we support, as well as submit tickets for any inquiries they may have. Beginning on September 18th, partners will be able to sign into the new ticketing platform at help.bywatersolutions.com

How do I sign into my account and access my tickets?

There is a sign-in button in the upper right-hand corner of our Help Center.

The Sign In button will direct you to a new page where you can log in.  Once you have signed in, My Tickets will be available in your toolbar.


My Tickets page will list all your Open Tickets.  This page is also where you can view any closed tickets, as well as any tickets you are copied (CC) on.

Notes
Recommended: To view the most comprehensive list of active tickets associated with your organization, use the Team Open Tickets view. To view tickets that are awaiting action from you, filter by the custom status "Awaiting Partner Reply."

How do I open a new ticket?

Once you're signed into the Help Center, click the blue Add Ticket button in the upper-right corner.


  1. Note: Sending an email to support @ bywatersolutions dot com will no longer open a new ticket.

How do I close my ticket?

If you are satisfied with the resolution, you can close your own ticket by going to Ticket Properties -> Close Ticket -> Save on the right-hand side of the ticket content.


What about my old tickets?

All open tickets will be migrated from Request Tracker (our legacy ticketing system) over to our new platform on the evening of September 17, 2025. Ticket history will be provided as an .xls file to partners who request it, later this month. In the meantime, remember that you can search your email client for correspondence on past tickets.

How do I reset my password?

On the Sign In page, click the Reset link.
The "Reset" link will direct you to a page where you will be prompted to enter a User ID or email address.  You should receive an email from ByWater Solutions prompting you to reset your password.  Please check your spam folder.


How do I update my account information and change my password?

You can update your account information as well as change your password by clicking on your initials in the upper right-hand corner.


To update your profile, click "View Profile."
  1. This will direct you to a page where you can edit your basic information, including your full name, display name, email address, and time zone.
To change your password, click "Change Password."
  1. This will take you to a page where you can select a new password.


How do I browse articles?

By clicking the Knowledge Base in the toolbar, articles can be browsed by different categories.

  1. Products (Koha, Aspen, Libki, Metabase, and Folio)
  2. Implementation
  3. Tips, documentation, and guides for our library partners migrating to one of our products.
  4. Recent articles
  5. Most popular articles


How do I search the Knowledge Base?

The Search article toolbar is visible throughout our Knowledge Base.  The search functionality sorts by relevance.  It also works as a keyword search.
If you are unable to find what you are looking for, a banner will prompt you to submit a ticket.

Search Engine Shortcut

You can use the address bar to set up a shortcut to search the Help Center.  
Chrome
  1. Open Chrome.
  2. At the top right, select More and then Settings.
  3. On the left, select Search engine and then Manage search engines and site search.
  4. Scroll down to Site search and click Add
    1. Name: ByWater Help Center
    2. Shortcut: kb (or whatever term is easy for you to remember)
    3. URL: https://help.bywatersolutions.com/portal/en/kb/search/%s
  5. click add 
Firefox 
  1. Open Firefox.
  2. Click More and select Settings (or Preferences, in some cases).
  3. Click Search on the left panel.
  4. Scroll down to Search Shortcuts.
  5. Click Add 
    1. Search Engine Name: ByWater Help Center 
    2. URL https://help.bywatersolutions.com/portal/en/kb/search/%s
    3. Keyword kb (or whatever term is easy for you to remember)
  6. Click Add Engine