Freshservice – New Enquiry Management System for Taylor Library

On Tuesday 17th August 2021, Taylor Library is moving to Freshservice – the enquiry management system used by the IT Service Desk, Finance, and eLearning at the University of Aberdeen.

From this date, when you send an enquiry to our email address (, you will receive an automated response with a unique ID by return. Enquiries that are still ongoing when we switchover to the system may also receive an automated response and will be handled using the new system from then on.

In preparation for the move, there will be a short interruption to service on the email account on Monday 16th August between 15:00-17:00. This means if you send an email during this time, you may receive a bounce back saying the account does not exist. If this happens, please try again after 17:00.

We hope that our new enquiry management system, Freshservice, will improve your library experience.

Taylor Library Team

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