One of the things I’ve been thinking about a lot over the last few months as I worked through the website redesign at MPOW is how reference departments interact with patrons in the virtual world. In conjunction with the re-launch, we’re going live with our IM reference service, and re-visiting how we take virtual reference questions. As I think about how we do things, I realize I’m not happy with the overall way we’re dealing with email reference…it’s distributed, so there’s no single record that can be browsed for common questions. It’s not archived in a meaningfully searchable way. It’s not flexible. It requires us to manually forward emails and potentially miss a followup.
So in re-envisioning email reference in a new way, I realized that what I really wanted was a Help Desk/Trouble Ticket system. Is anyone out there using a formal Trouble Ticket system as a reference tool? Or, is anyone using one at all, in any capacity, and could recommend a good Open Source php/MySQL system?
I’m looking for something that presents a browser-based form for collection of issues, with a big plus if it also allows email reception into the system. Anyone got a favorite?