FAQ content

Queues: Create and manage queues

In this article

What are queues?

A queue is like a pipeline for managing questions from your patrons. Each queue has its own dedicated communication channels, allowing you to receive questions from different sources, such as: 

  • An online question form
  • A unique email address
  • A dedicated SMS number
  • And, if you connect your social media accounts, Twitter and Facebook

Queues and tickets

When a patron submits a question via one of those communication channels, it becomes a ticket in that queue. Tickets are essentially the individual conversations you have with your patrons, starting with their initial questions and ending with your eventual answers. The entire transcript of your conversations are threaded, so you can review all of the ticket's correspondence in one place. Each ticket has a status that can be updated along the way, allowing you to easily keep track of new, open, and closed questions.

Each LibAnswers system will start with one default queue. However, you can add additional queues to your subscription at any time. If your subscription allows for additional queues, you can create a new one by following the above steps.

Interested in increasing the number of queues in your system? Contact our Springy Sales Team for a quote today!

Create a queue

  1. Go to  Admin > Queues from the command bar.
  2. Click the Add another queue button.
Screenshot highlighting the Add Another Queue button
  1. Set the Queue Name on the Add a Queue modal.
  2. Click Save.
Screenshot highlighting the Add Another Queue modal

Manage queues

From the Admin > Queues page, you can:

Screenshot highlighting the manage queue page
  1. See how many queues your current subscription allows
  2. Add additional queues (if allowed with the current subscription) by clicking the Add another queue button.
  3. View the details for a queue including the: Name, email address, SMS number, and linked social media accounts.
  4. View the total number of tickets assigned to the queue. Click on the magnifying glass () icon to view them in the Knowledge Base Explorer.
  5. View the Shared queue status (applies only if you have set up shared systems with other LibAnswers sites).
  6. Click the Edit Queue () icon to view and edit all aspects of the queue's settings (access, email information, question form options, etc.).
  7. Click the Delete Queue () icon to delete the queue. If the queue you are deleting contains any tickets, you will first be prompted to either move those tickets to another queue or delete them. If you choose to delete the tickets, please be advised that those tickets will no longer be represented in your statistics.
  8. Click the View Public Question Form () icon to view a queue's question form as a standalone page (opens in a new window). This makes it easy to share or create a link to your queue's question form.
Caution: deleting a queue is permanent. If you delete a queue, its question form and email address will also be deleted. In addition, that queue's SMS number will become inactive. Any widgets created for that queue will no longer work.