1. 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.

2. 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

3. 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 a87
contact:
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 or LinkedIn. Contact info is listed here

4. 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.

5. 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.
Here’s the long definition. Make sure you read that closely.

6. 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?

8. 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

9. 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, , 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.

10. 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, , 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

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

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

13. 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.

14. Part Two: Ticketing System Platform
A “helpdesk” system that stores, organizes, and assigns support requests, with 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

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

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

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

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

19. Other Settings
Employee Administration
Ticket Rules
Canned Responses

20. Spiceworks Mobile App

21. Part Three: Voice Support Line
Used Google Voice at voice.google.com
on account
Free voice service through Google that offers free calling and texting within the US.

22. 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
!disk*253

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

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

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

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

27. Questions?
Contact me:
LinkedIn profile: linkedin.com/in/seth-erickson-38959a87
contact:

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