Manage reference communication in one user-friendly interface.

Knowledge Tracker can be utilized as a stand-alone service, or it can be integrated with Desk Tracker. Knowledge Tracker is automatically included in the Desk Tracker Plus and Desk Tracker Live systems.

Web Forms

Knowledge Tracker handles requests from any library web form. All form data is captured and can be used to route requests to the right person.

Screen Shot 2015-11-11 at 5.01.40 PM.png


Email contacts are processed automatically, with no manual entry required. Reply by email or through a friendly interface; all responses are recorded in the transcript.

Fast Response

Single-click “boilerplate” text and customized screens speed up response times, while assignment rules and task-specific deadlines ensure that requests do not fall through the cracks.

Full Control

Securing the system for both staff and patrons is simple, and outside experts can be consulted without compromising sensitive patron information. Easily search past communication threads to advise future responses.


Desk Tracker Integration

Knowledge Tracker integrates with the Desk Tracker statistics system to provide quick desk referrals and comprehensive historical and ongoing public service reports.


Create knowledge bases and FAQ pages.

Turn your library’s accumulated knowledge into a comprehensive public information system. No web development skills required!

  • Integrated web publisher makes it easy to produce specialized FAQ pages and searchable knowledge bases for any subject area or department.

  • Sensitive patron information is automatically removed from published transcripts.

  • All published text is centrally controlled, reducing out-of-date information and redundant editing work.


Knowledge Tracker is flexible enough for every department in our library .
— JEFFRY ARCHER, Head of Reference, University of Chicago


Why use Knowledge Tracker?

Knowledge Tracker makes public service easier than ever by bringing email and online requests, reference referrals, and public information websites together in a friendly, online environment.

Developed in cooperation with University of Chicago Libraries, Knowledge Tracker is a breakthrough in reference management:

  • Automatic request routing and friendly communication tools mean improved response times.

  • Public websites stay up-to-date through efficient publication of common answers and accumulated knowledge.

  • No need for inflexible third-party technology that doesn’t track the right data or “in-house” systems that are costly to maintain.

Knowledge Tracker fits your library, because you design it. The hosted system means there is nothing to install or maintain, and one annual subscription provides unlimited use.