We've been using LibAnswers and it hasn't been working. Every email sent to the system becomes a new ticket (even if it is from the same people on the same topic with the same subject line, etc.) From what Springshare has said, it isn't Springshare's fault. They have said that the way our email server manages headers is cutting off vital information that LibAnswers uses to decide if the ticket is new or not. Our IT department disagrees. Springshare's solution has been to tell us to only respond to the ticket within the LibAnswers interface. Not realistic.

The system seems to work fine when it is a single reference librarian chatting with a single end user. But for some reason, the multiple stakeholders aspect of our tech issues just doesn't work.

We had ZenDesk prior but the cost was prohibitive and they kept changing the cost structure, and charging more for less services.

Regardless, we are now looking for a new ticketing system. 


Elizabeth Leonard

-----Original Message-----
From: Code for Libraries <[log in to unmask]> On Behalf Of Matthew Adair
Sent: Wednesday, May 4, 2022 9:04 AM
To: [log in to unmask]
Subject: [CODE4LIB] 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

- Matt
*Matthew Adair*
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.*
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