We use Zendesk. It’s very easy to configure and manage. Prior to that, we
used ServiceDesk which was great, albeit a bit more complex and
enterprise-ish than we needed.



On Wed, May 4, 2022 at 6:05 AM Matthew Adair <[log in to unmask]> wrote:

> 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
> @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.*
Cary Gordon
The Cherry Hill Company