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Trouble Ticket Systems: Help or Hindrance?
Conference Track
4. External Relationships
Keywords
Trouble ticket, tech support, interface, customer service, log in, response, follow up, data analysis, metadata, FAQs
Learning Objectives
- Librarians rely on trouble-ticket systems to communicate issues to vendors.
- Best practices are needed on both sides of the interchange. Reporting complete information, branding, the nature of responses, interface usability, plus other subtle factors can make transactions more efficient and successful.
- Interpersonal qualities of the interaction(s) can influence results.
Abstract
Librarians rely on trouble-ticket systems to communicate issues to vendors. Best practices are needed on both sides of the interchange. Reporting complete information, branding, the nature of responses, interface usability, plus other subtle factors can make transactions more efficient and successful. Interpersonal qualities of the interaction(s) can influence results.
Presenters
![[photo]](https://secure.gravatar.com/avatar/fccf90d5b4215c2960fc1903392d9e22.png?d=https://proposalspace.com/images/no_photo.png&r=PG&s=50 "Margaret Hogarth, MLIS, MS Environmental Studies, The Claremont Colleges Library")