When you first log into LibAnswers, you'll be taken to the Dashboard, which gives you quick access to the new and open tickets in your queues. From here you can quickly view information about the unclosed tickets including:
In order for the patron to receive a reply, a staff member must first claim the ticket. If you spot a ticket on the dashboard without an owner, then that means the ticket has not yet been claimed.
In this course, you'll learn the fundamentals of answering tickets. Tickets allow you to privately communicate with your patrons, though a variety of means. Collaboration tools and time-saving features make queues and tickets more efficient than simply handling reference and other types of questions through email. Use LibAnswers tools to review and analyze tickets, as well as see trends in patron questions. Discover ways to route more questions through LibAnswers using links and embedded question forms (51 minutes/12 steps).
Learn how LibAnswers modules work together, before you start setting them up individually (4 minutes).
Once tickets arrive in a queue, claim and view ticket details to get started on a reply (5 minutes).
After claiming tickets from the queue, answer patrons with a reply created from scratch (5 minutes).
Use helpful notes and transfers for tickets that cannot be answered immediately (5 minutes).
Tickets can be created by staff entry to follow up with patrons after in-person or phone interactions (3 minutes).
Take advantage of pre-formatted answers and copying FAQs or previous tickets when relying to patrons (4 minutes).
Add data to datasets when answering a ticket or chat, or within the dataset directly (3 minutes).