• User - faculty, staff, student, alumni, or any other user who may submit a ticket
• Ticket - form or email submission to the LibAnswers queue
• Queue - the list of all tickets submitted, regardless of status
• Notification email - the email sent to the 3 listservs (AskEJ, E-Resources, and DQM) when a new ticket is submitted to the system.
• LibAnswers - LibApps tool used as the ticketing system.  Also used for Ask-a-Librarian
• Response - the resolution or communication from staff to user regarding their ticket
• Form - Submission to the queue by using the LibWizard Form linked in various places on the website and within the Library Catalog
• Ticket Status
  • New - a ticket has been submitted but not claimed
  • Open - a ticket has been claimed and is still being worked on
  • Pending - a claimed ticket has not been resolved, use this status when you have to contact the user for more information or when an outside entity, like a vendor must be contacted to resolve the issue.
  • Closed - the ticket has been resolved completely.
• Claim a ticket - A staff member has begun to work on resolving a ticket

Website for LibApps: https.emory.libapps.com

Responding to a ticket in the system is similar to responding to emails that were formerly sent to a listserv.  Notifications of new tickets will be sent to the AskEJ, DQM, and E-Resources lists.  Responses should be composed and sent from the Queue as outlined above.  As we use the system it will be possible to add FAQs for some questions that we frequently receive (e.g. if our response is to request an ILL).  We will be able to use a FAQ for the response so that we will not have to always type the same response.

Part of the reason to migrate to using a ticketing system for e-resources is so that we can report on this type of work.  Assisting users with access issues can be time-consuming and it is an important part of our service.  

For analytics, choose the  Resource Services dataset.

For Tags, we have 2 categories: Team and Format
TEAM: DQM, ECR, WHSCL, LAW*, THEO*
FORMAT: Book, Media, Database, Ebook, Ejournal, Streaming Video

* Use this tag if the ticket is forwarded to either the Law or Theology Library for resolution

Tickets should be closed when resolved with the user.  Open or pending tickets will be periodically checked to see if they can be closed. Staff should manage the tickets they have claimed. Internal notes should be used for tickets that are taking longer to resolve.  Use the note to document what is happening with the ticket (e.g. waiting on more info from user or response from vendor, etc).