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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 > > https://nam12.safelinks.protection.outlook.com/?url=http%3A%2F%2Fbentley.umich.edu%2F&data=05%7C01%7Celizabeth.leonard%40SHU.EDU%7Ce0a6dd27454c480f25f008da2dd1a067%7C51f07c2253b744dfb97ca13261d71075%7C1%7C0%7C637872675737743300%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=JQX4OxVk1XF%2BooXLI4jJPIYZTD7PEVCfo5cqUGEjArY%3D&reserved=0 > @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.* > ** WARNING: This email originated from outside of Seton Hall University. > Do not click links or open attachments unless you recognize the sender and > know the content is safe. ** > -- *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>