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
mardi 5 mars 2024 à 14:15–15:15 CST add to calendar
Online Conference Platform
Tags:
Watch On-Demand/ ePoster
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.