Creating a queue

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 which can be updated along the way, allowing you to easily keep track of new, open, and closed questions.

Creating a queue

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

Screenshot highlighting the Add Another Queue button

Screenshot highlighting the Add Another Queue modal

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!

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