|Assign/transfer a question to a person not in LibAnswers|
|Assign/Transfer Question to Another User or Queue||Tickets (Questions) from Widgets|
|Tickets from Widgets: RefAnalytics|
|When Are Tickets Removed From the System?|
The person's email address must be in the LibAnswers Address Book. To add a person to the address book
Open the ticket to be transferred.
How long are questions and answers retained? (privacy issues)
Tickets in the LibAnswers system are retained indefinitely.
If departments require that interactions be modified or removed after a certain period of time, the deletions will have to be done manually. Tickets can be selected by date, but they would need to be deleted one by one. If tickets are deleted, the LibAnswers statistics associated with those tickets will also be removed.
Question forms can be embedded on a webpage or research guide, by using a Springshare Widget.
When a patron submits a question using a widget, Springshare assigns widget as the Source.
In all situations above, hover over or click on the word Widget. That will display URL or go to referring page.
In LibAnswers, there are two methods to display all source widget tickets:
How to embed a question form was not known at beginning of pilot project.
Each Queue System Admin needs to add "Widget" as a source in the RefAnalytics dataset.
Go to Admin. Select RefAnalytics. Select edit for your dataset.
If you are using the dataset I drafted, look at Field # 2: Question Source? At bottom of values, add Widget as a value.
Note: always add new fields or values to the end of the list.
You can create signatures to display at bottom of the:
System Admin creates a standard signature for the system and chooses whether to use system signature or use personal signature of the person who answered the question.
Example standard signature: Thank you for using Ask the Library, the email reference service of the University of Delaware Library.
Note: when you are replying to question, signature only displays if you select Preview.
Sent when patron checks the option: Receive an email confirmation of your submission.
The standard signature will also appear at bottom of the Confirmation email sent to patron.
Yes. It can be either embedded or a popup. This requires using a widget and LibAnswers has a widget maker.
Here are examples using LibGuides:
This page: see Popup tab on the right
Ask the Library Email: see embedded form
For details, see Springshare Help page
When patrons send questions through a widget, the system lists the Source as widget and the ticket will be marked as Asked via Widget.
When you select the trash can icon, you will see an option to close and an option to delete.
It is unlikely you will need to delete anything other than test questions. If you delete a question and you filled out the RefAnalytics data, contact the System Admin.
Springshare uses the word "Users” to mean staff members who monitor the service.