LibAnswers

Open LibAnswers

• Click Dashboard

• 'My Tickets' should be the Default view - this will show you all of the queues you are assigned to. 

• Use the options to filter by queue, status, owner, name or email. 

Tickets will be ordered with the most recent at the top

Click on the 'Question' Link

• This opens in a new window and is claimed as your ticket

• Use the 'eye' icon to preview the message before committing if you are unsure.

• You can unclaim a ticket by clicking the unclaim box at the top of the ticket once opened.

To assign a ticket to a specific member of your team:

• Open ticket 

• Select 'Assign/Transfer' above the text box

• Choose the user from the drop down menu

• Leave a note if the original ticket isn't clear

• Select 'Submit as New' at the bottom of the page

To transfer a ticket to a different queue:

• Open ticket 

• Select 'Assign/Transfer' above the text box

• Choose the queue to transfer the ticket to (do not add a specific user) 

• Leave a note if the original ticket isn't clear

• Select 'Submit as New' at the bottom of the page

If you need to close a ticket without responding (e.g. a 'thank you response from user') 

• Open the ticket

• Scroll to the bottom and selet the option 'Submit as Closed' 

This will close the ticket without sending a further response to the user.

To change the status of a ticket manually: 

• Select the 'check box' next to the ticket(s) you wish to update

• Use the 'Action' drop down at the top of the ticket list and select 'Change Status'

• Choose the appropriate status and select apply.

If you need to change the email address or contact details of a ticket to ensure it reaches the right person: 

• Open ticket

• Click on the settings 'cog' icon on the right hand side

• Click the edit button

• Edit the email address / asked by field(s) 

• Select Edit Question

If you need to change the 'question' (subject line): 

• Open ticket

• Click on the settings 'cog' icon on the right hand side

• Click the edit button

• Edit the Question field

• Select Edit Question

If you need to merge tickets together as they are from the same user about the same query/question: 

• Open one of the tickets

• Click on the settings 'cog' icon on the right hand side

• Click the merge button

• Select the correct conversation from the recent questions from the same asker list (you can preview these)

OR  

• use the search function to find the other ticket

OR

• Use the ticket number of the other ticket

• Select Merge

To add a note on a ticket for other staff to see: 

• Open ticket

• Select 'Post an Internal Note' above the text box

• Choose how to submit the ticket at the bottom:

  • • Submit note as Closed: will close the ticket

    • Submit as Open: awaiting further information from staff 

    • Submit as Pending: response required

You can tag a ticket at any stage. 

• Open ticket

• Use the tag menu on the right hand side

• Select the appropriate tag(s) from the drop down menu and press add

• Remove tags by clicking the small box next to assigned tags

• Macros apply tags automatically

Please do remember to tag your tickets so we can monitor usage and spot trends

View all tickets and online chats for a paticular user: 

• Open a ticket

• Use the 'Contact Details' box on the right hand side of the ticket window and select the users name.

• This brings up a new window showing the number of tickets and chats from this particular user/email address including links to the original tickets/transcripts. 

Patron Lookup

Use this feature to look this user up in Alma. This will tell you: 

• Their expiry date/status, holds records and any activity in LibAnswers (tickets and chats) and LibCal (study rooms)

If you need to resend a reply at any time:

• Open ticket

• Click on the settings 'cog' icon on the right hand side of the Reply window.

• Click the resend button

• Add additional email addresses or delete original email address if necessary

• Select Resebd Email