Skip to main content

Ask the Library: Email & LibAnswers Dashboard

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

Assign/Transfer Ticket to Different Queue

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

Set the status as New . Shows as New in the other department's queue.

Adding to RefAnalytics

The default is to Not record Analytics for the transfer part of the transaction. But we have decided to record these to gauge how many  emails are sent to the wrong queue.

In the line that says "Add to Analytics," Change the dropdown menu to the appropriate queue.

In the line that says Question type, 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

You can transfer or assign to another User in your queue.

Set the status as New

Adding to RefAnalytics

The default is to Not record Analytics for the transfer part of the transaction. But we have decided to record these to gauge how many  emails are sent to the wrong queue.

In the line that says "Add to Analytics," Change the dropdown menu to the appropriate queue.

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.

Submit, with the status as New

Adding to RefAnalytics

The default is to Not record Analytics for the transfer part of the transaction. But we have decided to record these to gauge how many  emails are sent to the wrong queue.

In the line that says "Add to Analytics," Change the dropdown menu to the appropriate queue.

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 Your Tickets From Dashboard

You can close any ticket that you have claimed from the Dashboard.

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.

Setting Status: Closing Someone Else's Tickets

If you notice a ticket on the Dashboard that is not closed and has been on the Dashboard for a long time, you may want to close it even though it is owned by someone else.

Example: a patron responds to the ticket and the response is non-substantive. "Thanks."

To close it, you will need to open the ticket.* Create an internal response; you don't need to add text. Submit as closed.

 

* you should be able to do this without claiming the ticket.