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Queues: Link question forms between queues

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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 > Edit Queue () icon for the queue > Question Form tab.

Linked Forms

If you would like to reuse a question form from another queue, you can set up a Linked Form. This can save you a lot of time if you want the question form for each queue to ask the same questions or use the same language since you won't have to manually set that up separately in each queue. Plus, when you link to a form in another queue, any changes to the original will be reflected in every queue where it's being reused.

To reuse another queue's question form, select the appropriate queue from the Linked to the form in Queue dropdown and click the Save button. When a linked form is being used, you will only be able to customize it via the form's original queue.

Example of linking to a form in another queue

Note: when transferring tickets between queues with linked forms, the custom question form fields will continue to be displayed in the Questioner Information modal for the ticket. When transferring tickets between questions without linked forms, the custom form field data from the original queue will be listed in an Internal Note for the ticket.