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System Settings: Customize the ticket answer page

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Admin users can customize the tools that are displayed on the Answer Page, such as adding links to the Web Shortcuts box. Additionally, admins can configure whether or not tags are locked or unlocked (allowing staff to add new tags when answering a ticket), and to determine the amount of time between replies from a patron that would trigger a new ticket as opposed to being threaded into the same ticket.

To get started:

  1. Go to Admin > System Settings.
  2. Under the General tab, scroll down to the Answer Page box.
    1. Lock Tags: use this option to control whether users can create new tags when viewing a ticket or are limited to admin-created tags.
      • No: allows users to apply existing tags or add new ones if a tag doesn't yet exist.
      • Yes: allows users to apply only tags created by admin users on the Admin > Metadata > Tags page.
    2. Break Replies into a new Ticket after X Months: when a patron replies to a ticket that was last updated more than X months ago, that reply will become a new ticket.
      • Enter the number of months until a reply from a patron becomes a new ticket.
      • The new ticket will include an internal note so it's easy to find the original ticket.
    3. Catalog URL: if you would like to allow users to search your catalog via the Helpful Tools box, add the search URL for your catalog here.
      • Although each catalog works a little differently, a common way to do this is to run a simple keyword search in your online catalog.
      • Then, copy the URL of the search from your browser and paste it in the Catalog URL field.
      • Lastly, locate the parameter containing your search terms and replace those terms with {search}. (Don't forget to save your changes!)
        • For example, if your catalog's URL is: 
        • And if the qval parameter contains your search terms, you would replace hamburger with {search} -- like so: 
      • Please note: this may not work for all catalogs. If you are unable to create a functioning search URL, contact your catalog vendor to see if they can help you build one.
    4. Web Shortcuts: use these options to add and manage links in the Web Shortcuts box on the Answer Page.
      • Click on the  Add New button to create a new link.
      • To edit a link, click on its edit () icon.
      • To delete a link, click on its trash can () icon.
The Answer Page options