The New AskTech: Implementing a Ticketing System Platform for Technical Services Resource Troubleshooting

Abstract

Duke University Libraries’ Technical Services department recently completed a project to transition AskTech, its resource troubleshooting support service, from working over email to working within a ticketing system platform. The team responsible for this transition examined the flaws in the existing system and searched among alternative systems before ultimately deciding on the Spiceworks platform. Over the course of several months, the team successfully set up the system, tested it, trained Technical Services staff in its use, and moved the service to the system. Technical Services is currently using this system for over 150 tickets per month.