We've recently implemented Jira Service Management for our centralized
system support ticketing. While it comes out of the tech & development
world, the issue management, workflow management, and end-user portal are
good for a wide variety of uses. That being said, it is a bit heavyweight
and can take a while to get up and running. Would not be my first go-to,
but we have had success with it in the USMAI Consortium.
On Wed, May 4, 2022 at 9:47 AM James, Melissa <[log in to unmask]> wrote:
> 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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> @UmichBentley
>
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>
--
*Joseph A. Koivisto*
*Systems Librarian*
*Consortial Library Applications Support*
*University of Maryland*
*McKeldin Library, Room B0238*
*7649 Library Ln., College Park, MD 20742-7011*
*[log in to unmask] <[log in to unmask]>*
*301-314-4812**[image: ORCID iD icon]orcid.org/0000-0002-7515-2522*
<https://orcid.org/0000-0002-7515-2522>
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