Edit a question form's general settings

What are question forms?

question form is an online form that your patrons can use to submit questions to a queue. Each queue gets its own question form, which can be customized to collect additional information from your patrons. For example, if you're an academic library, you may want to know the patron's status (student, faculty, etc.), department/major, and if the question is related to a specific course. This additional info can not only help you better assist your patrons, but it can also be used to filter your ticket statistics, as well.

You can provide access to your question forms in a few ways:

  • Via an FAQ group's public pages
  • Adding a LibAnswers asset to one of your guides in LibGuides
  • Embedding or linking to your question form using a LibAnswers widget

This makes it possible to gather questions from beyond LibAnswers itself, such as your library website, catalog, or electronic resources.

To access a queue's Question Form settings go to Admin > Queues and click on the queue's Edit Queue () icon. Then click on the Question Form tab.

General Question Form Settings

To access the General Settings for your queue's question form, click on the General Settings panel under the Question Form tab.

Screenshot highlighting the General Settings panel

Save User-Agent of form submissions

If you would like to record a patron's user agent information, which includes their operating system and browser version, select "Yes" and click the Save button. When a user submits the question form, that data will be gathered into a User Agent field in the ticket. This info can be especially helpful for troubleshooting technology-related questions.

Screenshot of the Save User-Agent of Form Submissions field

Save IP Address of form submissions

If you would like to gather a patron's IP address, select "Yes" and click the Save button. When the user submits the form, their IP address will collected in an IP Address field, which can help you roughly determine the patron's location.

Screenshot of the Save IP Address of Form Submissions option

Include Hidden Captcha in Form

One way websites can prevent spam bots from generating fake form submissions is by using a captcha. In a nutshell, a captcha is a method that can help validate that an actual person is attempting to submit the form. This is often done by asking a user to enter a string of characters found inside of an image.

Another type of captcha is called a honeypot. This works by placing a hidden field inside of the form. When a real person attempts to submit the form, they won't be able to see the field and will leave it blank (users with screen readers will be instructed to leave it blank). Spam bots, on the other hand, will see it just like any other field and try to put some junk text inside of it. When they do that, they get their hand caught in the honeypot, so to speak, and the form won't submit.

LibAnswers gives you the option of including a honeypot captcha in your question forms. To do these, simply select "Yes" for the Include Hidden Captcha in Form option and click the Save button.

Screenshot of the Include Hidden Captcha in Form option

Success Message

When users successfully submit their question, the form will display a confirmation message. You can customize this (up to 255 characters) by editing the text in the Success Message field and clicking the Save button.

Screenshot of the Success Message field

Off-hours success message

If you'd like, you can also configure your queue to display a different message during times that you are unavailable. For example, if a patron submits a question when the library is closed, you can display a different success message letting them know you'll follow up when the library reopens.

To set this up:

  1. Enter the hours that you are open or available from Monday to Sunday.
    • Enter your times using a 24 hour format with only whole numbers (so no half or quarter hours).
    • For example, if you are available on Monday from 9 a.m. to 10 p.m., you would enter 9 and 22 respectively.
    • If you are closed for a particular day, enter 24 as both the "From" and "To" time.
  2. Enter the text you want to display in the Off-Hours Success Message field.
  3. Save your changes.

When a patron submits the question form outside of those hours, LibAnswers will display the off-hours success message instead of your default success message.

Example of setting up an off-hours success message

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