Skip to main content

Ask the Library: Email & LibAnswers Dashboard

eReference Services: Ask the Library email, chat, and text

Important

LibAnswers dashboard

Do not answer or refer a question "off system" (from your own email). Do not send files from your own email. The LibAnswers platform makes it easy to attach files.

Assign/Transfer Ticket to Different Queue

You can transfer or assign to another Queue (department, Ask service).

Set the status as Closed.

Adding to RefAnalytics

Select: Referral to Another Ask Service

Best practice: assign the question to the department ("queue"), instead of the individual User. The individual may not be available.

Assign/Transfer Ticket to User in Same Queue (or with Admin. Status)

You can transfer or assign to another User in your queue or who have Administrative status.

When you transfer, set the status as Closed.

Adding to RefAnalytics

Select: Referral to Specialist

Assign/Transfer Ticket to User in Different Queue

Best practice: assign the question to the department ("queue"), instead of the individual User. The individual may not be available. RARELY, you will need to Transfer or Assign a ticket to a specific User in a different Queue.

Select the Assign/Transfer tab

Select the queue

"Do not assign to a specific user" is the default setting. Click the arrow. You will see everyone in the queue and everyone who has administrative status in LibAnswers.

Select the person's name from the list.

Attach Files

Use the Files option, under the answer box.

You can drag or select a file.

Copy Question and Answer to User in Same Queue

Email Sources (as they appear on LibAnswers Dashboard)

On Dashboard, email can be labeled four ways:

  • Asked via System (sent through the Ask question form) (http://ask.lib.udel.edu/)

 

  • Asked via Widget (dropdown menu from Library webpages)

 

  • Asked via LibChat (Chat question turned into a ticket and assigned/transferred)

 

  • Asked via Email (sent directly to email address)

LibChat Dashboard: How Email Alerts Look

The LibChat dashboard is what you see when you are monitoring Chat/SMS. It is easy to confuse this with the LibAnswers dashboard.

Email ticket alerts display in a blue box with an envelope icon on the top left:

Do not claim email tickets unless you are the AskRef monitor for the week.

 

Exception: answer email tickets on the weekends because there is no AskRef monitor assigned.

Patron Status Options (Email Form)

Form has a drop down menu with eleven choices:

Setting Status

When you submit a reply, you need to change the status to:

  • Closed. If you do not expect a followup reply.

Note: the patron can still reply even if you set status as closed.

  • Pending. Waiting for the patron to get back to you.
  • Open. You will get back to the patron.

Setting Status: Closing Tickets From Dashboard

To close a ticket that was accidently left as status new, pending, or open:

Use the trash can icon to change status.

It is unlikely you will want to delete a ticket. If you need to, contact the System Admin for your queue.

Close This