All emails directly sent to these email addresses will be automatically redirected to these CEMS queues
To manage & track enquiries that were sent directly to your role-based or NTU email accounts, please forward them to
7. Avoid using email addresses with NTU domains such as ...@staff.main.ntu.edu.sg or ...@assoc.main.ntu.edu.sg. User will not receive the replies.
If users reply to Alma notifications, the reply will be sent to firstname.lastname@example.org which will create a ticket in NTU Library queue in CEMS.
If a ticket needs to be escalated to an external party for follow up (e.g. NSS Service Desk or NIE Library), cc their email address. In the reply text, inform user that the external party will get in touch with you.
You can insert a plain text version of your NTU email signature in your replies to users.
It is advisable to use plain text version of your signature as inserting the signature with the formatting will cause your replies to be distorted.
The plain text version of the signature has been cleared by Communication & Outreach Team. (COT).
Here are the steps:
You can insert this signature in your replies to user with these steps.
This inserts a standard reply text with a dynamic link to the feedback form, inside the reply box.
Click on the "Submit as Closed" button. User will receive your reply text.
Video: See how the "feedback-link-sent" tag is automatically assigned upon applying the Official Feedback Macro.
Is your CEMS Dashboard filled with tickets that doesn't belong to you and wish you don't see them?
Do you only want to see outstanding/not closed tickets that belong only to you or your team role-based account or your team members?
Dashboard views can help you!
Dashboard views are saved filters that allow you to easily customize the list of tickets that appears on your dashboard so that you don't have to apply the same filters over and over again!
Essentially there are two things that needs to be done to use views:
*Anyone can create a custom dashboard view; however, only admins can share custom views with other users.
Merging tickets allows you to consolidate related questions into a single ticket. There are a couple of common scenarios where you may want to merge two or more tickets together.
Normally, when a patron replies to a ticket, the new reply is added to that ticket's thread. However, if the patron's email client does not provide all of the necessary info in the email's header, LibAnswers may not be able to identify which ticket it belongs to. As a result, a new ticket is created.
Instead of replying to this new ticket, you can instead merge it into the original. This can help you maintain the continuity of your conversation with the patron, making it easier to review the ticket's thread from start to finish.
You may find situations where a patron has submitted multiple new tickets, but they all end up relating to the same question or topic. Or, maybe they sent in a brand new ticket with more information about an earlier question, instead of replying to the original ticket. Instead of replying to the new ticket, you can merge them all into a single ticket. This will help you consolidate the patron's correspondence into a single place, making it easier keep track of the conversation.
To merge tickets, you need to open the ticket that you wish to close and follow these instructions: https://ask.springshare.com/libanswers/faq/1685
By system default, if a user replies to the same ticket after three months, it will automatically split/break into a new ticket, regardless of whether if it is follow-up question or a different question.
However, if user replies to the same ticket with a different question before the three months, it will still be under the existing ticket. For such scenarios, it is advisable to manually split/break the ticket so that it is routed to the relevant teams and each ticket has one RefAnalytics transactions (recommended).
Steps on splitting the ticket can be found at: https://ask.springshare.com/libanswers/faq/1696
The following notification emails will be triggered and sent to your email addresses under the following conditions:
These are the custom email alerts that will be triggered for tickets pending your action and you are the ticket owners. Please do not mark those emails as Junk
This is how they would look like:
What are the differences between the two alerts? Can't we have one email alert only?
Alert#1 informs that you have been updating the "Open" ticket (e.g. sending internal notes to colleagues to find a solution) but no one has replied to the user. You should reply to the user immediately, at the very least to inform them that we are working on their enquiry.
Alert#2 informs that there have been no updates to the "Open" ticket at all. This is the alert for you to follow up as soon as possible.
If you have been sending internal notes within your tickets, you should be receiving Alert#1 only. If not, you will receive both Alert#1 & Alert#2.
Therefore, it is important to have both alerts set up to give a timely response to the users so that they will know Library is responsive.