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LibChat Guide

Tickets

 

When you log into LibAnswers, you will see your Dashboard view. If there are any open tickets, there will be a number in a red circle next to "Dashboard" in the top left of the navigation bar. If you would like to reply to the ticket, you will first claim the ticket by clicking on the question. If you prefer to view the question without claiming the ticket, you can click the "Quick Look" icon   

 

 

Once you have claimed the ticket you can write your reply in the message box area. There is an option to attach any files that might be useful such as a screenshot. You can also choose to reuse answers from FAQs or view previous tickets from the same student (see image below).

Once you are finished, you can choose to Submit as New, Open, Pending, or Closed. 

  • Closed: this indicates that no further interaction is expected for this ticket.
  • Open: this indicates that your follow-up may be required for this ticket. If a patron replies to you, the ticket will automatically be updated to this status.
  • Pending: this indicates that you are expecting a follow-up from the patron. This can help you keep an eye on a ticket, as it will be listed with all of your other open tickets. This might be used if you are waiting on a database issue to be resolved or you know that the patron will be responding with new information that you requested.
  • New: this indicates the patron has submitted their question and is awaiting a reply. This is the status automatically assigned to incoming tickets. 

 

*Hover over image below to zoom.

screenshot of ticket screen

 

Merging tickets allows you to consolidate related questions into a single ticket. There are times that someone will reply to a ticket and the reply generates a new ticket and there are also times that a student might send in multiple tickets related to the same question or topic.

 

  1. Click on the Question Actions () button in the upper-right corner of the ticket's question.
  2. Select Merge from the dropdown menu.
Example of selecting the Merge option from the Question Actions menu
  1. Locate the ticket to which you want to merge the current ticket.
    1. If this user has submitted previous questions, you can select one of those.
    2. You can also search for a ticket by keywords in the Search for a Ticket field.
    3. If you know the ticket's ID, enter it into the Type in a Ticket ID field.
  2. Click on the Merge button.
Example of selecting a ticket to merge
  1. A summary of the merge will appear. An internal note will be added to each ticket, which you can customize if desired.
  2. Select the status you'd like to apply to the original ticket. The new ticket will be closed once the merge is completed.
  3. Click on the Merge button to complete the merge.
Example of merging two tickets

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