Elizabeth,
The way we have it set up, we have categories for workflow steps. When someone works on a ticket, they assign it a step. This is how we track what's been done. You could also create categories for type of question and assign them to that. SharePoint lists are easily exported into Excel sheets for sorting and filtering.
Melissa
-----Original Message-----
From: Code for Libraries <[log in to unmask]> On Behalf Of Elizabeth Leonard
Sent: Wednesday, May 4, 2022 9:28 AM
To: [log in to unmask]
Subject: Re: [CODE4LIB] [External] [CODE4LIB] Email ticket system
Melissa-
How easy is it to get data on the types of questions being asked, etc?
Elizabeth
Elizabeth Leonard
973-761-9445
-----Original Message-----
From: Code for Libraries <[log in to unmask]> On Behalf Of James, Melissa
Sent: Wednesday, May 4, 2022 9:26 AM
To: [log in to unmask]
Subject: Re: [CODE4LIB] [External] [CODE4LIB] Email ticket system
Matt,
We use a SharePoint list for this. Its only for internal use, not for patrons. I guess it could be modified to be used by the public though. Staff click a link and submit a webform and SharePoint sends an email notice to any technical services staff who subscribe to notifications. We've made some tweaks to it over time and it actually works fairly well. If that interests you I would be happy to talk off-list
Melissa James
Metadata Manager
Central Michigan University Library
Mount Pleasant MI 48859
[log in to unmask]
-----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: [External] [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
Thanks!
- Matt
----
*Matthew Adair*
Lead Archivist for Digital Imaging and Infrastructure
Bentley Historical Library
1150 Beal Avenue
Ann Arbor, Michigan 48109-2113
734-647-3537
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