These directions pertain to the E-Reference queue and are meant for librarians or others who may respond to email but are not on the core reference team.
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Viewing the Ticket
When you are copied on a ticket or a ticket is transferred to you, you will receive an email in your inbox. Instead of replying to the email directly, click on the link to go into the Springshare platform. This is important for a couple reasons:
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- Log in using the Central Authentication Service on the right.
Actions to Reply, Assign, or Post an Internal Note
Once you view the ticket you have three options:
- Reply to the patron
- The patron will get an email with your response
- Post an internal note
- The patron will not see any message you post in this tab. It will be emailed to the people specified in the “email note to” tab
- Assign/transfer
- This allows you to assign the ticket to a specific person or queue. Any note you post in this tab is an internal note and the patron will not see it.
Replying to the Patron
To reply to the patron you have a few options:
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