We use RT from Best Practical (https://www.bestpractical.com/rt/), an open source, web-based system. We are pretty satisfied with it. It also happens to be the same software used by our primary library consortium (CARLI) for all of their support requests.

All e-resources and serials (print or online) questions from other library personnel are directed to a dedicated email address. When someone emails that address, a ticket is automatically created in our queue and a group of people is notified via email immediately. This includes myself and the e-resources assistant (who reports to me), with a third person as backup. In addition to staff-supplied issue/problem reports, we tie key user feedback mechanisms into this same dedicated email address. For example we use SFX and if an SFX link doesn’t work, the user has the ability to readily report a problem. That report is automatically sent to the dedicated email address.

On average we resolve 3-4 tickets per day. The RT system supports multiple queues and we use this feature. There is a cataloging queue, e.g., as well as a separate queue for library website feedback. Sometimes the problem isn’t specific to the queue to which it is reported. RT allows easy switching of a ticket from one queue to another. It also supports easy switching of ticket ownership, and a variety of responses can be customized. Over time this workflow has become a knowledge base for us, a critical tool in onboarding staff and in providing a much higher level of transparency into the troubleshooting work of e-resources and serials than was done previously.

One more thing I like about RT: it supports a mobile-optimized interface. I can quickly check on things via any mobile device such as an iPad or iPhone if needed. The one thing I dislike the most about the system is its quirky search feature.

Steve