ER&L Preliminary Program Search Tool

March 3–6, 2024

Austin, Texas + Online

We are pleased to share the 19th program of the Electronic Resources and Libraries Conference reflecting our work to support the way we collect, manage, maintain, and make accessible electronic resources.

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The Lifecycle of a Troubleshooting Ticket: Improving the Patron Experience

Tuesday, March 5, 2024 at 2:15 PM–3:15 PM CST

Online Conference Platform

Conference Track

1. E-Resources Management & Licensing

Audience Level

Foundation

Keywords

Troubleshooting Tickets, E-Resource Management

Abstract

Responding to troubleshooting tickets is a key part of e-resource management. By looking at a ticket through the lens of the lifecycle, we can create best practices, improve patron satisfaction, and encourage staff to make sure that problems are fully resolved prior to closing out tickets.