Question Information: Question ID, status, and queue.
Ownership Information: If you claimed the question, you'll see your own name here and the option to unclaim (this will return it to the queue).
Patron Information: Click (i) icon to see additional information about the patron, including affiliation and previously asked questions.
Edit Question: Click the gear icon to edit question or patron information (helpful if patron mistyped their email address).
Tags: Ignore; this feature is not currently in use.
Reuse Answers: Allows you to pull from Answers and FAQs already stored in the system.
Helpful Tools: Search LibAnswers, Google, or the Library Catalog.
Web Shortcuts: Quick links to library information.
Reply: Enter your reply in the text editor or select a canned response from the macro menu.
Post an Internal Note: Add an internal staff note or discuss the ticket with colleagues.
Assign/Transfer: Assign the ticket to a colleague or transfer it to another queue. See Transferring Tickets.
Add Links: Add links to related resources to your response.
Add Files: Attach files to your response. Up to 5MB per file. Files are available for three months after they are uploaded.
CC Answer To: Copy colleagues on a question. Their replies will be added to the ticket. (Note: You are automatically copied on all questions you answer.)
Add to FAQ Group: Ignore; this feature is not currently in use.
Add to Analytics: Ignore; this feature is not currently in use.
Submit Ticket & Status:
New: Nothing has been done yet with the ticket
Open: Ticket has been claimed but you still need to reply to the patron
Pending: Indicates that you're waiting for or expecting a response from the patron
Closed: Indicates that the question has been answered
