We have had several discussions recently about how to managing tech and NExpress support requests. Do we go down the road of a ticketing system? Liz found OTRS – an open source ticketing system that we have set up and are trying to get into the habit of using.  The FAQ feature is pretty neat and we hope to use it to this summer when we make a concerted effort to systematically DOCUMENT all of the ‘stuff’ we’ve been doing since August.  Also, do we take turns being ‘on call’ and acting as the point person or first-responder on NExpress requests, so we two or three people don’t spend time trying to answer the same question?  How do we best manage our support requests at LibLime?  Chat? IRC channel? Their ticketing system? Weekly phone calls?  It’s all very frustrating and I hate to think that our member libraries are experiencing any kind of similar or parallel frustration with us that we feel with our vendors.  All we can do is our best, I suppose.


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