Skip to Main Content

Referral Guidelines 2025-26

Referrals Process

For questions that come directly to your email

Please refer all inquiries to the appropriate functional expert or queue. 

You can route to a queue by including the queue email address in your response. 

Here is a list of the cohort queues:

Find your library cohort (Sharepoint site)

Here is a list of some of the main the functional queue addresses:

If the inquiry should go to a functional expert, just send it from your email—either by responding and CCing the functional expert or by forwarding the message directly to them.

 

For referring from one queue to another queue

  • Click on the question link
  • Click the Assign / Transfer tab
  • Click the dropdown next to transfer to and select queue
    • Select the queue that you want to transfer to
    • Leave it set as Do not assign to a specific user
    • Scroll down the the Submit Reply button 
    • Click Submit transfer as new.

This sends the question to the receiving queue and removes it from the sending queue.

Queue names:

  • Course ebook questions: Course Ebooks
  • Database, ejournal, or ebook access: Resources Help
  • Ebook licenses: Acquisitions 

To assign a ticket to an individual within your queue 
(keeps the ticket in the same queue) 

  • Click on the question link
  • Click the Assign / Transfer tab
  • Click the dropdown next to transfer to and select User
  • Select the user that you want to transfer the ticket to
  • Leave the ticket at New

To transfer to a specialist for work that is managed outside Libanswers using the specialist’s email address
(Use this for all transfers that are outside a Queue)

  • Click on the question link
  • Click the Create a Reply tab
  • Let the patron know you are connecting them to a functional specialist
  • Put the functional specialist’s email in the CC Answer to box
  • Click Submit Reply as Closed