Customizing the ticket answer page

When a user clicks on a ticket to view it, whether via the Dashboard or Knowledge Base Explorer, they will be taken to that ticket's Answer Page. This is where the user can reply to the patron, send an internal note, or transfer the ticket.

On the side of the Answer Page, users will find tools for:

  • Adding tags to the ticket. (Tags are metadata that allow you to organize the tickets in your queues.)
  • Reusing answers from FAQs or other tickets.
  • Searching your FAQs, tickets, Google, or library catalog in the Helpful Tools box.
  • Web shortcuts to frequently used sites, such as LibGuides, your library website, a database, etc.

Customizing the Answer Page

Admin users have the ability to customize the tools on the Answer Page, such as adding links to the Web Shortcuts box. 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, or if they are limited to admin-created tags.
      • No: when selected, users will be able to either reuse an existing tag, or add a new one if the tag doesn't yet exist.
      • Yes: when selected, users will only be able to apply 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.
      • Set the value to the number of months that can elapse before a reply from a patron becomes its own new ticket.
      • The new ticket will also include an internal note so it's easy to find the original ticket thread.
    3. Catalog URL: if you would like to allow users to search your catalog via the Helpful Tools box, you can 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: 
          http://catalog.springshare.com?action=find&results=5&qval=hamburger&bool=true
        • And if the qval parameter contains your search terms, you would replace hamburger with {search} -- like so: 
          http://catalog.springshare.com?action=find&results=5&qval={search}&bool=true
      • Please note: this may not work for all catalogs. If you are unable to create a URL that works, contact your catalog vendor to see if they can help you build a search URL that you can use.
    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 

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