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Help Guide on Ticketing System and LibFAQ powered by SpringShare's LibAnswers


An "all-in-one reference and help desk platform for libraries. It integrates live chat, ticketing functionality, a searchable FAQ knowledge base, robust SMS integration, and a Systems & Services Management Tool. It also comes with Reference Analytics for powerful reference service statistics reporting".  (extract from URL:


The objectives of this system are:

  • Manage the enquiries received to track, manage enquiries efficiently & capture statistics on enquiries .
  • Build a central knowledge base which can be leveraged to standardize answers and learn from each other within OIKLS Staff


Plaform: SpringShare LibAnswers

Key Dates

Dates Action taken/Event
2 January 2020

Launch of CEMS (Active queues: NTU Library & RDA-Vendor Comms)

9 January 2020, 6pm All emails sent to have been redirected to NTU Library queue (
14 January 2020 Launch of Circulation queue (
23 January 2020 Redirect activation of NTU Application emails to Circulation queue
17 February 2020

Two finalized RefAnalytics datasets launched:

  • Enquiries & Consultation
  • Non-Enquiries - for emails from NTU admin offices requiring Alma membership updates, database account requests (S&P Capital IQ, Llyod's List)