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LibAnswers Training Manual

Viewing Tickets

The Dashboard displays all active tickets in the system. You will only see active tickets for those queues to which you've been assigned.

Use the filters to view tickets by:

  • Queue (if assigned to more than one)
  • Source
  • Status
  • Owner
  • Patron name or email

You can also click column titles to sort tickets by ID, Status, Owner, or Last Update.

filter

 

hint Tip: To view all tickets in your queue (including those that have already been answered), click Answers > Tickets.

 

Dashboard Views

If you monitor multiple queues, it may be helpful to set up a dashboard "view" to organize your dashboard so you're only seeing the tickets that need attention. Views allow you to set up an automatic filter which will appear in your navigation drop down along with "open tickets" and "my tickets":

 

To create a new view or to enable a view that's been shared publicly, go to the Admin menu in the gold bar in LibAnswers and choose "views". Documentation on how to create a new dashboard view is available here: https://ask.springshare.com/libanswers/faq/1586

Built-in filters have been added to the reference and access queues to show unclaimed and open tickets in those queues. The views are called "Open Access" and "Open Reference". 

Claiming Tickets

Unclaimed tickets are tickets that do not yet have an owner.

  • Click on a question to claim it
  • Click previewto preview a ticket without claiming it
  • Click trash to delete or close a ticket
  • Click spam to mark a ticket as spam
claiming