|Assign/Transfer Ticket to Different Queue||LibChat Dashboard: How Email Alerts Look|
|Assign/Transfer Ticket to User in Same Queue||Patron status|
|Assign/Transfer Ticket to User in Different Queue||Patron typed Email Address Wrong (SpringShare Help)|
|Attach Files||Setting Status (closed, open, pending)|
|Copy Question & Answer to User||Setting Status: Closing Tickets From Dashboard|
|Email Sources (on LibAnswers Dashboard)|
You can transfer or assign to another Queue (department, Ask service).
Set the status as Closed.
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.
You can transfer or assign to another User in your queue or who have Administrative status.
When you transfer, set the status as Closed.
Select: Referral to Specialist
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.
Use the Files option, under the answer box.
You can drag or select a file.
On Dashboard, email can be labeled four ways:
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.
Form has a drop down menu with eleven choices:
When you submit a reply, you need to change the status to:
Note: the patron can still reply even if you set status as closed.
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.