Reminder - Springshare uses the word "Users" to mean the staff members who monitor the services.
Springshare Training - A-Z List of Videos
Ask Springshare - Springboards
It is possible to transfer a ticket to someone who does not have a LibAnswers Account. Their email address needs to be added to the LibAnswers Address Book.
Open the ticket to be transferred.
You can create signatures to display at bottom of the:
Personal Email Signature
Standard Email Signature
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, the signature only displays if you select Preview.
The standard signature will also appear at bottom of the Confirmation email sent to patron (when the patron checks the option: "Receive an email confirmation of your submission".)
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.
How to tell Question is from a widget
When a patron submits a question using a widget, Springshare assigns "widget" as the Source.
How to tell what page the widget was on (Referring page/URL)
In all situations above, hover over or click on the word Widget. That will display the 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.
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.
Yes, you can choose to embed the form into a page, or have it pop up by clicking a button. This requires creating a widget in LibAnswers. For details and more information on widgets, see Springshare help pages: