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NTU CEMS & LibFAQ

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

CEMS Refresher Session

The recording of the session conducted on 28 July 2020, 10am-12pm can be viewed here. (via Microsoft Stream) 

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Updated 23 Nov 2020

How are tickets created?

1. Submissions via the NTU Ask A Librarian form - this will automatically create tickets to the NTU Library queue in CEMS. 

  • "My message is about..." field is compulsory. Selecting any of these options will automatically assign the ticket to the respective team. 
  • If the ticket is wrongly assigned to your team, please transfer the ticket to the correct team. 

 

2. Email auto-redirect

All emails directly sent to these email addresses will be automatically redirected to these CEMS queues

  • Emails sent to library@ntu.edu.sg will be redirected to NTU Library queue
  • Emails sent to circulation@ntu.edu.sg will be redirected to Circulation queue (accessible to USS staff only)

3. Manual redirect of emails

To manage & track enquiries that were sent directly to your role-based or NTU email accounts, please forward them to 

‚Äčlibrary@ntu-sg.libanswers.com

4. Manually create tickets 

 

 

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. 

 

5. Replies to Alma notifications

If users reply to Alma notifications, the reply will be sent to library@ntu-sg.libanswers.com which will create a ticket in NTU Library queue in CEMS. 

CEMS Dashboard anatomy

Anatomy of Ticket Page

 

Replying to Ticket

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. 

Re-Using Answers

 

 

Reply Options

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Internal Notes aka Email Colleague

Transfer Ticket

Closing and Adding Stats to Tickets

 

 

Tickets Color Code

 

Entering Stats for Completed for In-Person/Phone/WhatsApp Enquiries

 

Macros - Ready-made reply template

Instructions on creating macros can be found here: https://ask.springshare.com/libanswers/faq/1587 

macro, template, reply, paste

Applying/Using the Macros

applying macro

Macro - Creating private macro of your NTU email signature

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

Macro - Inserting Feedback Links

Soliciting feedback

  • We are soliciting feedback from users on your service rendered to them via the tickets. 
  • All OIKLS colleagues are to insert the feedback link below their response & send out the feedback link only when closing your tickets
  • This is done by inserting a dynamic survey link via a macro when closing tickets. The dynamic link contains the ticket ID and ticket owner's email address

    E.g. http://survey.ntu.edu.sg/efm/se/705E3F1755DD84A4?ticketid=3744151&umail=somasundram@ntu.edu.sg
     
  • Purpose:
    • Provide easy mechanism to gather positive feedback for staff recognition
    • Identify areas for improvement

Steps to insert feedback link

  1. [IMPORTANT!] Check that you are the ticket owner, not your team role-based account or another colleague. To change owner, assign/transfer the ticket to your own name. This is required so that your details are captured in the dynamic link. 

    You can ignore the automatically generated email notification to your email account. 

    Ignore this step if you are already the ticket owner. 
     
  2. After typing out your reply, click on the blank space below your email signature
     
  3. Go to “Apply a Macro to Ticket”, select “Official Feedback Macro"
     
  4. Click “Apply”

     
  5. This inserts a standard reply text with a dynamic link to the feedback form, inside the reply box.

  6. Click on the "Submit as Closed" button. User will receive your reply text.

 

Important Notes

  • Send the feedback link only when you are closing the tickets
    • Not required to send feedback link if you are going to set the ticket as Open
  • When you apply the Official Feedback Macro, the tickets get automatically tagged with "feedback-link-sent" tag

Video: See how the "feedback-link-sent" tag is automatically assigned upon applying the Official Feedback Macro. 

Creating Dashboard Views

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!

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Essentially there are two things that needs to be done to use views:

  1. Create a Dashboard view* - if it has been created, you can skip to number 2
  2. Selecting your default LibAnswers dashboard view - this step is needed if you want to see those filters applied to your dashboard by default

*Anyone can create a custom dashboard view; however, only admins can share custom views with other users.

Merging Tickets

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.

Someone replied to a ticket, but their reply generated a new ticket.

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.

Someone sent in multiple tickets related to the same question/topic

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

Split Tickets (Make Reply A New Ticket)

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

CEMS Emails

Notification Emails

The following notification emails will be triggered and sent to your email addresses under the following conditions:

  1. A new ticket has been submitted and is awaiting attention.
    • This means user submitted their enquiry using the NTU Ask A Librarian form and was automatically assigned to your team. Such tickets should be claimed by/ assigned to an individual staff who can follow up. 
    • DO NOT reply to user via this email. Always open the ticket link to reply or do any follow-up actions. 


  2. A ticket has been assigned to you!
    • This means you are the current owner of this ticket and follow up action is needed at your end by opening the ticket link
    • The original question is appended at the bottom of email
    • This email may contain internal notes. DO NOT forward this to user or reply to colleagues. Always open the ticket link to do any follow-up actions. 

  3. A new reply has been submitted for Ticket#... and is awaiting attention.
    • This means the user has replied to your latest reply to a ticket that you own. 
    • DO NOT reply to user via this email. Always open the ticket link to reply or do any follow-up actions. 


  4. You have a new Internal Note!
    • A colleague has sent you an internal note and is awaiting your action. DO NOT forward this to user
    • Always open the ticket link to do any follow-up actions. 

Custom email alerts

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:

Alert #1


Alert#2

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.