NTU CEMS & LibFAQ

The main NTU Library queue triggers feedback emails to all closed tickets with replies from us, 24 hours after the ticket is closed.

It also triggers the feedback email to non-NTU/NIE (external) users whom we may have to reply or rejected requests or we do not need to solicit feedback from.

Examples include:

• DR-NTU restricted paper requests
• Publishers or vendors hard-selling their products
• Book donations

LibAnswers does not have a feature to exclude any email domains from receiving the feedback email. 

Note: NTU Library (no feedback link sent) queue was created with similar settings (tagging required, email templates, alerts etc.) as the main NTU Library queue except that it does not have the feedback email enabled and will not send any feedback emails to the Asker. 

SE Team will be alerted of any tickets that were transferred to NTU Library (no feedback link sent) queue and will monitor the tickets. 

Tickets from NTU or NIE Library members (staff, students, external/personal members) & our institutional members MUST NOT be transferred to NTU Library (no feedback link sent) queue. 

1. Transfer the tickets to the NTU Library (no feedback link sent) queue first before replying. Otherwise the feedback emails will be sent.
2. Verify if they are NTU Library members using their email address. We can verify if they are external library members via Alma.
   
   
    
3. Go to the Reply section at the bottom of the ticket and select "Assign/Transfer tab" and select the following. 
   
   For no.3, please select your name if you are following up. 
    
4. Add any notes (if any) and click "Submit Transfer as Open"
   
5. For queue transfers, it will redirect back to the dashboard (LibAnswers hard-coded setting). You can click on the "Back" button on your browser to return to the ticket. 
   
   The queue name would have changed to "NTU Library (no feedback link sent) queue" now.
   
    
6. You can now reply to the Asker now. The asker will not see this new queue name in the Reply, all replies will only show as "NTU Library". 

1. Who has access to this NTU Library (no feedback link sent queue)?
   All OIKLS staff have been added to this queue. New staff in the future will also be given access to this queue & the main NTU Library queue. 
    
2. What happens when I transfer a ticket from an NTU/NIE user to the NTU Library (no feedback link sent queue)?
   SE team will be alerted by email when any tickets are transferred to this queue. Such tickets will be immediately transferred back to the main NTU Library queue. 
    
3. I would like to forward an email from non-NTU/NIE user to the NTU Library (no feedback link sent queue) directly for follow-up. What is the email address?
   The email address is ntulibrary@ntu-sg.libanswers.com.
    
4. User with NTU/NIE email address did not reply to my tickets. Can I forward to this NTU Library (no feedback link sent queue) to avoid triggering feedback emails and avoid low ratings. 
   No. All tickets from NTU/NIE email addresses should remain in NTU Library queue. If user is not responding to your replies, please use the two "No reply from users" macros to follow up with user. 
   
    
5. Will the asker see the queue name NTU Library (no feedback link sent) queue in my replies to them?
   The queue name in email templates that asker will receive have been modified to "NTU Library". They will not see "NTU Library (no feedback link sent)". Below is an example of an reply sent via this queue.