We have been using ServiceNow for the past several years for eresources problem tickets. However this past winter we decided to put some of our other library departments on a ticketing system and purchased LibAnswers for that. We'll be moving our eresources tickets into LibAnswers within the next few weeks and stop using ServiceNow.
We chose ServiceNow because our university IT department uses it so we just piggybacked off their instance. It took a long time for us to get going -- our IT department had to do all the set up and configuration, and building custom submission forms required the use of a 3rd-party consultant. It could just be how things are here, but it took us months to get our ticket queue set up and operational.
With LibAnswers, we can do all our own configuration, building custom submission forms took no time at all, and we had 3 queues live within a few days. It's also more lightweight and intuitive for our librarians. Downside is there is no central place for the user to see all their tickets/history -- they just receive everything as emails. That hasn't been an issue for users, it's just a pet peeve of mine. It's only been a few months, but so far I am much happier with LibAnswers than I was with ServiceNow. We have not had the issue that a previous poster described of every response creating a new ticket.
Lori Stethers (she/her)
Wesleyan University | Wesleyan University Library
252 Church St | Middletown, CT 06457
Date: Wed, 4 May 2022 09:04:14 -0400
From: Matthew Adair <[log in to unmask]>
Subject: Email ticket system
Greetings everyone -
We're looking at implementing an email ticket system for our Library (well,
technically we're an archive, despite the name.) We would be interested in
hearing what systems other institutions are using and their
experiences with them. Right now, our strongest candidate is LibAnswers
from SpringShare. So far, most of the other systems we've looked at are
geared towards IT or Business/CRM.
As we've been investigating, a couple of important pieces of context that
have cropped are:
- We are an independent unit at the University of Michigan. A lot of
special collections / archives tend to be part of a larger library at their
respective institutions, but we are not.
- As an archive, we are non-circulating
Lead Archivist for Digital Imaging and Infrastructure
Bentley Historical Library
1150 Beal Avenue
Ann Arbor, Michigan 48109-2113
*The Bentley Historical Library acknowledges that coerced cessions of land
by the Anishnaabeg and Wyandot made the University of Michigan possible,
and we seek to reaffirm the ancestral and contemporary ties of these
peoples to the lands where the University now stands.*