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

Terms of Reference

  1. Queue 

  • pipeline for managing enquiries/tickets from users. 

  • Similar to an Outlook inbox but accessible by many staff 

  • Each queue has one online question form and an unique email address (e.g. 

  1. Ticket 

  • Every enquiry submitted will be a ticket and have its own unique ticket number is assigned  

  • Tickets can be merged and split as needed  


Our subscription to LibAnswers allows for up to 6 queues only. The following queues were created based on the volume and confidentiality of enquiries received. 

1. NTU Library queue

  •  A general queue to receive all enquiries directed to NTU Library, regardless of the nature of enquiry.  
  •  This will be an universal team inbox and all OIKLS staff will have access to this queue

2. Circulation queue

  • Queue to manage membership processing and membership updates (withdrawals, leave of absences, etc.)
  • Accessible to User Services team only 

3. RDA-Vendor Comms

  • A queue to manage RDAs communication with vendors'
  • Accessible and managed by RDA staff only

​4. [Decommissioned] LSP & e-Resource Access Problems queue