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When you log in to chat, please see if there are any referred chats (open tickets) on your Dashboard. You can reply to the patron and either close it or keep it open if you intend to follow up further.
When you are done with a chat, you also have the option to create a ticket that can be forwarded to the patron's library.
What are tickets?
What are tickets?
A ticket represents a conversation between you and your patrons - their question, your answer, and any other replies! Tickets can also contain internal notes - for example, a conversation between you and a colleague, or an internal note containing information that might be useful to others answering similar tickets.
How are tickets created?
How are tickets created?
For the services we currently have in place, tickets can be created in a few ways:
When a patron sends a message to one of your queue's communication channels:
Your queue's online question form or a question form widget
Sending an email to your queue's email address
When requesting a follow-up via LibChat
When a staff user makes a reply into a brand new ticket.
When a staff user manually creates a new ticket within LibAnswers.
Each ticket is assigned to a Queue, which is how tickets are organized in LibAnswers. For example, you could have one queue for general reference questions, another for circulation questions, and even another for tech help questions. Right now, we only have a single queue.
Follow-Up, Missed Chats, Creating New Tickets
Follow-Up, Missed Chats, Creating New Tickets
Follow-up: Once a chat ends, additional follow-up may be needed. If so, create a ticket.
Missed chat: Did the patron end the chat before you had a chance to answer? Create a ticket for a missed chat.
Manually created tickets: How to create a ticket.
Claiming & Transferring Tickets
Claiming & Transferring Tickets
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