Working with LibAnswers
Overview
LibAnswers is organized by queues, each visible only to relevant staff. For example, SeERs Team staff can access these three:
ESupport: for notifications of e-resource additions/updates, and reports of broken links and other access problems
EResources: primarily for vendor COUNTER usage statistics for the Electronic Resources Librarian, but tickets meant for ESupport sometimes go astray here
Cataloging: problems/questions about catalog records
There are other queues that e-resources staff don't have/need access to (e.g. EReference); also, a spam queue and error queue (see below).
Tickets sent to the wrong address can be transferred to other queues and assigned to specific staff members.
Items originate from direct email messages or from various forms on the Library website (e.g.: the "Report a Problem" link on the Databases page).
Several filters are available at the top of the dashboard page to view only tickets from a specific queue, open/closed status, etc.
When new items enter a queue, email notifications are sent to multiple staff members assigned to monitor that queue.
Claiming tickets
Unowned tickets can be claimed:
by clicking on the "View this ticket at" link in a notification email
by clicking on a ticket's subject line in the website dashboard
To view a ticket without claiming it, click on the eyeball icon at the end of the subject line.
If you claim a ticket by mistake, use the Unclaim button at the top of the ticket page. It will return to unowned status.
To claim ownership of an owned ticket, see "Assign/Transfer" below.
Responding to tickets
Choose the tab for what you want to do:
Other notes:
Tags
These are optional, but can be useful to highlight repeated issues with the same provider or title; tags are one element that tickets can be filtered by. To add a tag, click in the Add Tag box (at right under Contact Details) and start typing. Existing tags that match will appear as you type; select one of these by clicking on it or add a new one if no match is found.
Tickets that just won't die
A reply to a closed ticket will reopen it, even if it's just a thank you. These will need to be closed again, but it isn't necessary to re-add the Analytics.
Spam queue
The LibAnswers system will send suspected spam messages into a separate queue, accessed via a tab on the main dashboard. Legitimate messages may sometimes be misdirected here. Items should be reviewed and then marked as Not Spam (they will automatically move to the intended queue) or deleted, as appropriate.
Error queue
Undeliverable replies will be bounced back to this queue, accessed via a tab on the main dashboard. Staff who sent the reply should recheck the Contact Details on the ticket and resend the reply if the correct email address can be determined.