low-tech solution: LibAnswers Ticketing.


Brian Holda
Library Technology Manager
Hekman Library
Calvin University
(616) 526-8673

[cid:fdf719f4-a875-426b-864f-673a9c746648]<https://library.calvin.edu/>



________________________________
From: Code for Libraries <[log in to unmask]> on behalf of Ray Voelker <[log in to unmask]>
Sent: Thursday, October 26, 2023 1:25 PM
To: [log in to unmask] <[log in to unmask]>
Subject: [CODE4LIB] IT Ticketing System Recommendations...

Greetings Code4Lib folks,

I'm reaching out to inquire if anyone has recommendations or opinions
(positive or negative) regarding IT Ticketing solutions suitable for a
Public Library system. We're exploring options and are particularly
interested in systems that:

   - Are easy to maintain (with a preference for FOSS, but doesn't have to
   be).
   - Can support various submission forms tailored to different departments
   (e.g., Marketing Dept, IT Dept, ILS Dept, etc.).
   - If not FOSS, then they should accept POs and accommodate non-profit or
   tax-exempt customers, like public library systems.

We are currently using osTicket. However, we've encountered challenges as
it has been heavily customized by a team who no longer works at the
library. Although we're considering migrating to another solution, I'm
curious to know if anyone has experience with https://urldefense.proofpoint.com/v2/url?u=https-3A__supportsystem.com_&d=DwIBaQ&c=4rZ6NPIETe-LE5i2KBR4rw&r=geg9aPwecCX6iNhvK5QHLg&m=DPsjAdGnjGr3JzvTO9BpD6e3030piyu4lQPrf3fFBe3iDyyoPxb6KUmjWTavXXf5&s=AcmlAexI3AbYBWyV9THURhUMGAsISOosdNWF3SQ57JE&e= ,
which seems to be a cloud-based version of osTicket.

Any insights, recommendations, or opinions you can share would be greatly
appreciated.

Thank you in advance!
--
Ray Voelker