Interfolio Customer Service — Expert Guide for Administrators and Users

Overview of Interfolio Support Philosophy

Interfolio provides product support aimed at academic hiring, faculty activity reporting, and dossier management. The support model concentrates on two audiences: individual candidates using the Dossier service and institutional administrators using Faculty Activity, RTP, and Reappointment modules. Support is both reactive (ticket-driven) and proactive (training, product updates, and knowledge-base articles).

In practice, you should expect the Interfolio support experience to include a searchable Help Center, in-app guidance, and a case-tracking workflow that ties back to your account. The official web entry point is the Interfolio Help Center at https://support.interfolio.com/hc/en-us, which houses step-by-step articles, release notes, and video walkthroughs targeted by product and user role.

Contact Methods and What to Provide

Interfolio offers multiple contact channels. Use the Help Center to search and open a ticket from your account; many institutions also have a named Interfolio administrator who serves as the first line of contact. If you are a candidate, opening a ticket from within your Dossier account ensures support staff can immediately access the relevant account details.

• Primary channels: Help Center ticket (preferred), in-app “Contact Support” link, and institutional contacts listed under your account. The Help Center URL: https://support.interfolio.com/hc/en-us.
• What to include in every ticket: account email, Interfolio username, exact module (Dossier, Faculty Search, Faculty Activity), detailed steps to reproduce the problem, screenshots with timestamps, browser and version (e.g., Chrome 115.0), and the urgency (routine vs. blocking a hiring deadline).

Including these details reduces back-and-forth and typically cuts average resolution time by half. For institutions, providing a list of affected users and a CSV extract (redacted for privacy) helps support reproduce systemic problems faster.

Response Times, SLAs and Typical Resolution Windows

Official published SLAs vary by customer agreement for enterprise clients. For individual users, typical Help Center ticket triage aims for an acknowledgement within 24–48 business hours and an initial troubleshooting reply within 2–5 business days. Urgent issues affecting hiring deadlines or system outages are escalated and can receive an initial response within 4–6 hours when marked as “critical.”

Enterprise contracts commonly include defined SLAs: for example, a standard institutional agreement might specify priority response within 8 business hours and a target resolution window of 2–7 business days depending on complexity. Confirm your institution’s specific SLA and escalation contacts with your campus Interfolio admin or the account manager listed in your contract.

Common Issues and Practical Troubleshooting

Most support requests fall into a few predictable categories: access/login problems, document upload and formatting, letter of recommendation workflow, committee permissions, and data import/sync from campus HR systems. Knowing the category before contacting support speeds diagnosis. For example, upload failures frequently relate to file size (>50 MB), unsupported formats (convert to PDF), or browser extensions blocking uploads.

• Quick troubleshooting checklist: clear browser cache or try an incognito window, confirm file size and type, capture console errors (F12) and include them in the ticket, and test from a different network to rule out campus firewall issues.

For administrative issues—such as role permissions or package routing—document the exact workflow, include names and IDs for sample users, and attach a screenshot of the admin view. This allows support staff to replicate permissions and identify misconfigurations in the routing or committee settings.

Escalation Paths, Account Management, and Training

Institutional customers should maintain an up-to-date account manager contact and escalation list in their Interfolio contract. Standard escalation follows a three-tier path: Support Agent → Technical Specialist/Implementation Lead → Account Manager/Customer Success. Escalations for data integrity or integration (e.g., API, SSO, HRIS sync) generally require the technical specialist plus your campus IT liaison.

Interfolio runs onboarding and annual training sessions; many institutions budget for 2–4 live training hours per year for admins and an introductory 60–90 minute session for faculty. Requesting a quarterly product review with your account manager ensures you’re informed about roadmaps, release cadence, and planned migrations.

Security, Privacy, and Compliance Considerations

Interfolio handles sensitive faculty and applicant data; therefore, support interactions often intersect with privacy controls. When opening tickets, redact personally identifiable information where possible unless instructed by support to provide it. Institutional agreements typically spell out data retention, export processes, and any FERPA or GDPR-specific terms—review those sections if you are handling international candidate data.

For audits and legal holds, support can provide data export guidance and logs. Ask for documentation of data exports (format, timestamp, scope) as these records are useful for compliance reviews. If your institution requires dedicated data processing agreements, raise this with your account manager and legal counsel to document responsibilities and support obligations.

Best Practices to Maximize Support Efficiency

Create a single campus-facing queue where faculty and staff route issues through local Interfolio admins before escalation. Maintain a short template (email or form) that captures essential diagnostic data: account username, module, error message text, and screenshots. This simple standardization reduces ticket volume and shortens mean time to resolution.

Finally, schedule an annual review of your Interfolio configuration, integrations, and user permissions with Customer Success. Allocate at least 4 hours per year for this review to align roles, retire stale accounts, and evaluate module usage—this prevents many administrative support tickets and keeps your account in compliance with institutional policy.

How do I contact chat books?

1-801-784-6567
You can email us at [email protected]. We also have an option for Text Support. Simply open your app, tap the person icon in the upper right, tap the question mark and then “Text with us”. The number is 1-801-784-6567 and our hours of business are Monday-Friday 6am-9pm PST.

Is Interfolio trustworthy?

With innovative products designed to support the entire faculty lifecycle, Interfolio from Elsevier enables academic leaders to effectively advance higher education institutions and their staff. Trusted by more than 500 colleges and universities since 1999.

How do I cancel my Interfolio subscription?

To disable your Interfolio account, you will need to email [email protected] from the primary email address that is listed. Interfolio Scholar Services will reply to your email to confirm when disabled.

How do I contact Interfolio support?

(877) 997-8807
Interfolio Customer Service
Interfolio provides technical support to clients at [email protected] and (877) 997-8807, Monday- Friday from 9am–6pm EST.

What is the Interfolio service?

What does interfolio mean? Founded in 1999, Interfolio operates the first-ever Faculty Information System for higher education institutions, the widely used Dossier product for individual scholars, and the Researchfish impact assessment platform for funders and research organizations.

How much is the annual fee for Interfolio?

Once your materials have been curated for a specific opportunity, you can share them for feedback and advice, before sending. Then use your account to send your materials in support of any opportunity, such as faculty jobs, fellowships, grants, postdocs, or graduate study, for a flat $59.99 annual fee.