NTU CEMS & LibFAQ

A queue is like a pipeline for managing questions from your patrons. It's like an inbox where access can be limited to certain staff and configured according to needs.

Currently these are the active queues:

1. NTU Library queue - accessible to all NTU Library staff
2. Circulation queue - contains membership applications and membership update emails with personal information. Access limited to USS, SE & DTA teams.
3. OIKLS Internal queue - queue managed by DTA to handle internal requests. Accessible to DTA & LibAnswers system admins only. 

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 

​library@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. 

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. 

We can now directly transfer tickets to NIE Library similar to how we assign tickets to other teams in OIKLS. The mechanics of it are slightly different so here are brief steps. 

If you notice the enquiry is regarding NIE Library loans, fines, etc. follow the steps below to transfer it to them.

1. Transfer the Queue (not User), select NIE Library (Institute of Education).
   
    
2. Leave a message e.g. Please follow up, thanks.
    
3. You may “Submit Transfer as Closed” it will be closed on our end but when it arrives in the NIE system, it will be a “new” ticket for them. We've verified this with NIE Library.
   
   

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

macro, template, reply, paste

applying macro

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. 

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:

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 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

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

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. 

With effect from 11 August 2022, users will receive this feedback survey email 24 hours after you close each ticket and the ticket has at least one Reply sent to user. [applicable to NTU Library queue only]

 

Automates the process (time-saving and eliminates the chance of forgetting to send the feedback link) – 24 hours after ticket is marked as Closed

• This gives user the time to give feedback

• Feedback request is not lost among the replies

LibCares workflow (w.e.f. 30 Oct 2023)

1. RSC will monitor the ratings on every working day

– will identify complex/”hot” cases (e.g. those rated 1-3 on a scale of 5)

– Tag these tickets with "LibCares"

2. Escalate to ticket owner and their Leads to investigate and perform service recovery

FAQs on Quality of Service feedback emails 

1. Will the survey email be sent out if user reply to the closed ticket within 24 hours?
   As the ticket will be opened, this will reset the timing so the survey email will not be sent out. The feedback survey email will only be sent out at the 24th hour mark upon closure of ticket
    
2. Will I be able to view the feedback received for my ticket?

The ratings & feedback will only be viewable to AE team, LibAnswers CEMS system admins & OIKLS HR who will compile every month and send to Leads (as per the former practice with the Feedback macro)

3. What if user replies to the ticket after 24 hours with a different enquiry?
   The user would have received the feedback survey email already. For different enquiries, please split the ticket into a new ticket and follow up from there.
4. What if user replies after ticket has been closed and survey email has already been sent (after 24 hours)?
   User will not get another feedback survey email. It will only be sent once per ticket.
5. I asked user for more information  about their enquiry but they did not respond despite reminders. Will they get the feedback survey email if I close the ticket?

If they do not respond despite reminders, you can reply that you are closing the ticket since you have not heard from them and close the ticket. The survey email will be sent to them 24 hours after closing the ticket

6. What about those tickets which get closed multiple times? Will users keep receiving the feedback form again and again?

For each ticket (precisely each ticket ID), only one feedback email survey is sent to them, regardless of how many times it is closed. They will not receive multiple emails even if they do not rate or give feedback.

7. Will the tickets in other queues also send out feedback email surveys?
   This feature is only activated in the NTU Library queue. Tickets in other queues will not send out feedback email surveys
    
8. Will merged emails get the feedback email sent?
   For a ticket to receive a Quality of Service email, it must have at least one Reply from a LibAnswers user (internal notes do not count). Thus, when merging tickets, it's best to merge the tickets before sending any replies. This will prevent the multiple QoS survey from being sent to users
    
9. Can I view the ratings and comments received for my assigned tickets?
   Yes, you can view the ratings and comments received for my assigned tickets. You won't be able to view the ratings and comments received for tickets assigned to others. For tickets assigned to role-based accounts, you will need to log in to that role-based account to view the ratings and comments received.