We're excited to announce the release of Tickets, LibraryH3lp's new help desk module!
You already use Chat, 3mail, FAQs, and the Sharing Tool to connect with guests and provide great service. Tickets builds on these tools by helping you manage questions and requests that don't fit neatly into a live conversation.
Think of Tickets as your centralized place to track, organize, collaborate on, and resolve requests over time.
Why Tickets?
Chat is wonderful, but not every interaction happens in real time.
Sometimes a guest submits a question after hours. Sometimes a request requires research, follow-up, or coordination between departments. And sometimes you just need a better way to keep track of who is working on what.
A shared email box might not be quite enough if the guest's request is complex or if you have a big team.
That's where Tickets comes in. With Tickets, you can:
Track requests from start to finish
Keep guests informed through email notifications
Assign work to staff members
Organize requests with statuses and tags
Collaborate using staff-only notes
Transfer requests between departments
Instead of managing these interactions through a shared mailbox, Tickets gives you a dedicated workspace designed for ongoing support.
Multiple Ways to Create Tickets
Tickets can be created through:
Prefer structured intake forms? Use Guest Forms.
Want guests to simply send an email? Tickets can do that too.
Need to create a request on behalf of a guest? Create tickets directly from the Tickets interface. This is especially handy when the guest is on the phone or is in-person at a help desk.
Built for Teamwork
One of the biggest advantages of Tickets is collaboration.
Tickets can be assigned to staff members, reassigned when responsibilities change, and transferred between queues when another department is better suited to help.
Staff-only notes make it easy to share context internally without exposing those conversations to guests.
Whether your team consists of two people or multiple departments, Tickets helps keep everyone on the same page.
Familiar LibraryH3lp Concepts
If you're already using LibraryH3lp Chat, many parts of Tickets will feel familiar.
Like Chat queues, Tickets uses queues to organize expertise and route requests to the right people.
Need separate workflows for circulation, reference, technical services, archives, IT, or other departments? Create as many queues as you need. Tickets can be transferred between queues as needed.
Stay Informed
Tickets includes both email and visual notifications.
Staff can optionally receive emails when tickets are created, assigned, updated, or closed. Guests can receive emails throughout the lifecycle of a request, helping everyone stay informed without extra effort. Or you can set up email notifications to be more infrequent, only sent when specific events occur.
A Better Home for Complex Requests
Chat is great for immediate help. FAQs are great for self-service. Email helps teams communicate.
Tickets fills a different need.
It's designed for questions and requests that require tracking, follow-up, collaboration, or resolution over time.
Tickets won't replace every interaction. Chat remains the fastest way to provide immediate help, and FAQs remain a great self-service option for answers to standard questions. But when a request is more complex, Tickets gives your team a purpose-built way to manage it.
How Tickets Fits Into Your Subscription
The Tickets module is available in two ways:
Tickets Solo — for organizations that only need ticket management.
Core Plus One — for organizations that want to add Tickets to their existing LibraryH3lp Core subscription.
We've updated our pricing page so you can explore options and generate an instant estimate for your organization.
We're excited to see how libraries and other organizations use Tickets to streamline workflows, improve communication, and provide even better service.
The Tickets module is available now in LibraryH3lp. Curious? Check out our pricing page for details and an instant estimate, or email support and we'll be happy to set you up with a 30-day trial.
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