LibAnswers is our way of tracking request and gather statistics on those request made to the Law Library.
As a student worker, you will be tracking tickets made to circulation, whose email is email@example.com
The Dashboard is where you will see new and pending tickets made to this queue. It is our job to answer these tickets and track the tickets which are pending a final answer.
When you click on the hyperlinked title of a ticket, you will become the owner of that ticket unless someone else has claimed it. To view the contents of a ticket, you can click on the eyeball icon at the end of the ticket title to view the ticket without claiming it, conversely you can "unclaim" the ticket once you click on it by hitting "unclaim" at the top of the ticket page.
Once you click on a ticket and claimed the ticket, you may then answer that ticket.
On this page you will see details about the ticket, including who is asking the question and their email (there is a "Asked By" box on the right hand side of the page with this information) as well as a box below the question to compose your reply (this is the "Create a Reply' tab below the question).
There is a list of standard responses which can be used as a template to make your reply, these are called Macros. To see that list, click on the box which says "No Macro" to see that list. For more about Macros, please see the Macros section of this LibGuide.
If you are not using a Macro, begin your response with "Dear ___" or Hello ___" and address it to their first name. If this person is a professor, address it to Professor, like "Dear Professor". We want to keep our responses as professional possible, especially when communicating with professors. End your response with "Thank you, followed with "Law Library Circulation" rather than your name. They will see you name regardless when you send your response. To see past responses made in the circulation queue for examples, click on "Answers" at the top of the LibAnswers page, and click on "Tickets".
Once you have fished composing your ticket, you will see at the bottom of the page a blue button which say "Submit Reply" with a an arrow next to it. Click on that arrow, and you will see some options. Submit ticket as "Pending" if you plan to respond to the person who sent the ticket for whatever reason, like if you plan to follow up with them with more information later, or expect the person who sen the ticket to respond later. Submit the ticket as "Closed" if the communication will be fished after your respond to the ticket. When you submit a ticket as "Pending" the ticket will stay in your Dashboard, if you submit it as "closed, it will close the ticket and remove it from the queue.
A Macro is a response to a commonly asked question which we can save for quick responses.
For the circulation queue, we have Macros made for questions like hold request, scan request received, scan request fulfilled, etc.
To use a Macro: When writing a response to a ticket, next to "Apply a Macro to Ticket" click on the drop-down box next to it. You will see a number of Macros to use. Select the Macro you would like to use, and hit "Apply". The response will then populate in the window where you draft responses.
You will have to fill in that persons name in the response, and in some cases fill in information about the item in question. Be sure to fill in areas left blank in the Macro before sending the response to the patron.
If there is ever a time where you feel like a new Macro needs to be made, let the circulation manager or full-time circulation assistants know and they will make that Macro.
Next to the tab which says "Create a Reply", which is where you compose a response to a ticket in LibAnswers, is a tab called "Post an Internal Note". This can be used to leave a note for someone else in circulation to read, but patrons do not see internal notes left on the ticket.
This feature can be used anytime you want to record a note about a ticket that you would like someone else to see, like the circulation manager, to add context to a question. You may want to do this anytime you have a issue with the request being made, or perhaps at a time when you need to transfer the ticket to another queue. One example might be a question made to the circulation queue which should go to the reference queue, but you want to leave a note to the person who will read it next that states that you might have found information which might be relevant to the question, but you are unsure so you want the reference person to check to see if that is the correct information.
To post a internal note, click on the "Post an Internal Note" tab and fill in your note in the window where you compose a response. Once you have done that, towards the end of the page where it says "Email Note to" click on the drop down menu and choose a person to send the note to. That person will get an email to their inbox indicating a note has been left on that ticket for them to read.
Once you have done this, click the blue button at the bottom and have it set to "Submit Note as New".
Once an exchange is finished, a ticket can be closed.
To close a ticket, at the bottom of the page, hit the arrow next to the blue button and change it to "Submit Reply as Closed".
Tags are our way of noting the types of interactions we have with people in LibAnswers. We use these not only for statistics, but also distinguish types of request from others.
Its very important to remember to tag every question you answer in LibAnswers, to add a tag to a ticket, do the following:
When a ticket is opened from the dashboard, on the right hand side of the page you will see a window which says "Tags" with a box which says "Add Tag". In that box, begin typing the name of the tag which you would like to use. You will then see different tags appear which you can select. When you find the tag you are looking for, click on the tag name and it will be attributed to that ticket.
To remove a tag, select the black box with a white line inside it next to the tag name to remove that tag.
Please note: A ticket should have at least two tags attributed to it. It should have at least a tag for who/type of person so sent the request, and a tag noting what type of question it was.Also, all phone calls and in-person interactions should have tickets credited which note what the interaction was like, for those tags please also include either the phone tag or the in-person tag.
List of Available Tags:
Interactions which occur either in-person or over the phone need to be included into LIbAnswers for statistical reasons as well as just knowing in general what kinds of questions we are answering at the circulation desk.
Because these questions occur in person and not over an email, they need to be entered into LibAnswers by creating a new ticket. To do so, please follow the instructions below:
For tickets which are requesting scans or downloads of articles, you will need to attach a copy of the article or scan before sending the ticket.
To do so, when you have a ticket open, towards the bottom of the page there is a 'Files" window. Where it says "Click to choose files', click on this which will open up a folder to your computer where you can choose the file(s).
You may attach more than one file, but files must be limited to 20.0MB in order to attach them.
Be sure to make sure a file was correctly attached before responding to the ticket.