A (Free) Tech Support Ticketing System Seth Erickson Traverse des Sioux Library Cooperative Hello everyone. Very glad to be here talking about this Free Tech Support Ticketing Solution. You’ll be able to access this presentation as well as other support documentation on Sched. The system that I’m using can be used by virtually any organization or department that is fielding support requests.

Ask a question along the way and I’ll answer it at the end Questions? Ask a question along the way and I’ll answer it at the end Use the Link At the Top

Library Systems Administrator - TdS Library Cooperative, 2016-Present -MLIS, experience with public library and K-12 technology systems LinkedIn profile: linkedin.com/in/seth-erickson- 38959a87 contact: serickson@tds.lib.mn.us About Me A little bit about me before we start. My name is Seth Erickson. I’m a Library Systems Administrator with the TdS Library Cooperative. I joined TdS in 2016, but before that I worked as a K-12 Technology director as well working with Mackin and Washington County Library. Feel free to contact me any time either via email or LinkedIn. Contact info is listed here

About TdS The Traverse des Sioux Library Cooperative (TdS) is one of twelve regional public library systems in MN. TdS provides services to over 40 public, academic, and school libraries in the following nine counties of south central Minnesota: Blue Earth, Brown, Faribault, LeSueur, Martin, Nicollet, Sibley, Waseca, and Watonwan. Services: ILS, Cataloging, Delivery, ILL, Telecommunications, Tech Support, and Consulting. The Traverse des Sioux Library Cooperative (TdS) is one of twelve regional public library systems in MN. TdS is a federated library system, meaning that member libraries are autonomous and self-governing, and TdS acts as a service agency, providing essential services.

Support Ticket System An issue tracking system (also ITS, trouble ticket system, support ticket, request management or incident ticket system) is a computer software package that manages and maintains lists of issues, as needed by an organization. Issue tracking systems are commonly used in an organization's customer support call center to create, update, and resolve reported customer issues, or even issues reported by that organization's other employees. A support ticket should include vital information for the account involved and the issue encountered. An issue tracking system often also contains a knowledge base containing information on each customer, resolutions to common problems, and other such data. https://en.wikipedia.org/wiki/Issue_tracking_system Here’s the long definition. Make sure you read that closely.

Support Ticket System Translation: “Keep track of my problems, don’t let anything fall through the cracks, and make sure it gets done.” “Don’t forget about me!” - TdS Librarian And here’s the translation. It’s really about making sure things get done, right?

The Story Arrived at TdS in 2016 We really weren’t using a “system” Had custom-built system packaged with our Drupal website cumbersome/hard to use lack of good notifications library staff had to log in! ...nobody used it We really weren’t using a “system” No, we had something in place, but it was bad. SLIDES. I was using it, but nobody else was. I had 50+ ILS tickets to go through, and that’s when I started to dream of something different. Something

TdS Tech Department Made up of...2 FTE -Library Systems Administrator -Technology Librarian Provide Tier 1, and 2 tech support to 37 public libraries Phone, email, on-site service To understand the decision to implement this system, it’s necessary to understand how we’re structured at TdS. We’ve got 2 FTE technology positions supporting 37 libraries. You can see where I’m going with this. My job is to oversee the technology department. I’m involved with systems administration for the ILS, managing the tech department, which includes our Technology Librarian. I also work with telecommunications and the E-rate & RLTA application process. The Technology Librarian is the primary on-call support contact, handling desktop support, and network administration for the region.

What we needed easy to track and organize by TdS staff easy to use / minimal effort from member library users User can fill out form, email, text, or call Cloud-based / no on-site server accessible from any platform (PC, Mobile, etc) Knowledge repository reporting capability / charts, graphs integrate with GSuite if possible FREE! SLIDES

Components Required Knowledge Center - Website Ticketing System Platform Voice Line (voicemail only) I reduced this Tech Support System to 3 main components, probably in order of importance. SLIDES

Part One: Knowledge Center A “home” page for Library Automation. Launch from tdslib.org Used the New Google Sites (in GSuite) - https://goo.gl/gZUHCh Documentation & Guides Links User Group Notes Downloads News SLIDES

I would consider this the “cornerstone” of the entire tech support system. This is the knowledge repository, the place where libraries can learn how to do something at their own pace. If I know the answer is the Automation Website, I will redirect librarians to this page just so they get used to going there. It did take a lot of work up-front to create everything. Apart from some existing documents, I had to create it all from scratch, but I setup the sub-pages based on what people were asking for. It had to be easy to use.

Part Two: Ticketing System Platform A “helpdesk” system that stores, organizes, and assigns support requests, with email and mobile notifications for both customers and staff “Don’t forget about me!” - TdS Librarian And then to the piece that does all the heavy lifting - the actual ticketing system

Ticketing System Basic Workflow User Submit a form Ticketing System Receive confirmation and ticket number User Email to tech support email Receive confirmation and ticket number User Call tech support Hotline (voicemail) Email notification Mobile notification TDS Staff TDS Staff

Ticketing System Platform - Spiceworks Spiceworks - 2 versions available On-premise version Cloud version Spiceworks Cloud Help Desk Free No server required Mobile App

Email Setup Created techsupport@tds.lib.mn.us email address in GSuite Setup Email Routing directly to Spiceworks ticketing email -

Spiceworks Setup Setup Organization - https://on.spiceworks.com/ Email Ticket Monitors Notifications User Portal Ticket Categories User Management

Other Settings Employee Administration Ticket Rules Canned Responses

Spiceworks Mobile App

Part Three: Voice Support Line Used Google Voice at voice.google.com on techsupport@tds.lib.mn.us account Free voice service through Google that offers free calling and texting within the US.

Google Voice Settings Choose your phone number. Will need to add a forwarding phone, which can be unchecked later Go to Legacy Google Voice Go to Settings techsupport@tds.lib.mn.us !disk*253

Google Voice Settings Phones - Forward Calls to Google Chat Voicemail & Text - Record New Greeting, Voicemail Notifications, Text Forwarding, Voicemail Transcripts Calls - Call Screening, Do Not Disturb, Missed Calls

Results Tickets and work are more easily tracked, accountability Everything is in one place Library staff feel more comfortable with the “process” Professionalism

Challenges Library staff need to use it Technology staff need to use it Time Routines

What Next? Charting hours worked on tickets, categories, increase efficiency. Improve staff training and documentation Continue to advertise the “system”.

Questions? Contact me: LinkedIn profile: linkedin.com/in/seth-erickson-38959a87 contact: serickson@tds.lib.mn.us

resources Spiceworks help center Google Voice help center Google Sites help center Free and Open Source Ticketing Systems