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Hi We have been using LibAnswers for many years now, and don’t generally have problems. Occasionally we do if one of our staff members decides to cc lots of people into a ticket and those other people keep responding to the ticket in a certain way – this ends up with new tickets being created that we have to merge. Thankfully it’s not a common occurrence. It isn’t a perfect system (my biggest pet hate about it is that I can’t edit or delete Product tags myself once they’re created, so I have to submit a ticket if I need any tags removed that relate to products – e.g. systems)), but it’s pretty close in my opinion. Thanks, Patricia Farnan | Application Administrator, Discovery Services University Library | St Teresa’s Library The University of Notre Dame Australia Telephone: +61 8 9433 0707 | Email: [log in to unmask]<mailto:[log in to unmask]> I respect and acknowledge the Nyungar Elders and the Wadjuk Nyungar people as the Traditional Owners and Custodians of this country on which I work. From: Code for Libraries <[log in to unmask]> On Behalf Of Lori Stethers Sent: Thursday, 5 May 2022 9:04 PM To: [log in to unmask] Subject: Re: [CODE4LIB] Email ticket system Hi Matt, 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) Systems Librarian Wesleyan University | Wesleyan University Library 252 Church St | Middletown, CT 06457 www.wesleyan.edu/libr<http://www.wesleyan.edu/libr> ------------------------------ Date: Wed, 4 May 2022 09:04:14 -0400 From: Matthew Adair <[log in to unmask]<mailto:[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 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 http://bentley.umich.edu<http://bentley.umich.edu> @UmichBentley *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.* Disclaimer The information contained in this communication from the sender is confidential. It is intended solely for use by the recipient and others authorized to receive it. If you are not the recipient, you are hereby notified that any disclosure, copying, distribution or taking action in relation of the contents of this information is strictly prohibited and may be unlawful. This email has been scanned for viruses and malware, and may have been automatically archived by Mimecast Ltd, an innovator in Software as a Service (SaaS) for business. Providing a safer and more useful place for your human generated data. Specializing in; Security, archiving and compliance. To find out more visit the Mimecast website.