FAQ content

Accounts: Overview of LibAnswers account permissions

In this article

There are 5 different user levels in LibAnswers:

  • Admin users can create content, edit all content in the system, and manage system settings & customizations. They have access to all ticket queues, FAQ groups, and (if LibChat is enabled for their account) chat departments.
  • Regular users can create and edit FAQs in assigned groups, reply to tickets in assigned queues, and (if LibChat is enabled for their account) monitor chats in assigned departments. Ideal for most general users.
  • Reader users have read-only access to the public pages of Internal and Restricted Internal FAQ groups. These users cannot access the LibAnswers dashboard, Knowledge Base Explorer, Ref Analytics, LibChat, Stats, Social media, or Systems Status Management internal pages..
  • Ref. Analytics Only users  can only add, view, and analyze transactions in your Reference Analytics datasets. This is helpful if you want certain users (such as student assistants) to record transactions, but not have access to other areas of LibAnswers.
  • Inactive users are prevented from signing into your LibAnswers system, while allowing the data they entered to remain attributed to them. This is helpful if a user is no longer employed at your library, but you want to keep the data they created assigned to them. By comparison, if you remove a user from your system, you would have to reassign their records to a different user.

The sections below summarize the various permissions that each account has.


General Permissions

Permission Admin Users Regular Users Reader Users Ref. Analytics Only Users Inactive Users
Log into LibAnswers Yes Yes Can log into public pages of Internal and Restricted Internal groups only. No access to Admin side of LibAnswers. Yes No
View the LibAnswers dashboard Yes Yes, but will only see tickets in assigned queues n/a No n/a
Create widgets Yes Yes, but only for assigned queues and groups n/a No n/a
Edit widgets Yes Yes, but only those that they created n/a No n/a
Customize system settings Yes No n/a No n/a
Create and manage user accounts Yes No n/a No n/a
Manage assets (i.e. links, files, & media) Yes Yes, but only content they created n/a No n/a
Create dashboard views Yes, shared & private Yes, but only private & for queues they have Admin-level access to n/a No n/a
Create macros Yes, shared & private Yes, but only private & for queues they have Admin-level access to n/a No n/a
Access the LibAnswers API Yes No n/a No n/a
Manage metadata (i.e. topics, keywords & tags) Yes No n/a No n/a
Manage the trash can Yes No n/a No n/a
Generate statistics Yes Yes, but only for assigned queues and groups n/a Yes, but only for Ref. Analytics n/a

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FAQs & Groups

Permission Admin Users Regular Users Reader Users
View Public and Hidden group pages and FAQs Yes Yes Yes
View Hidden group pages and FAQs (via the direct URL) Yes Yes Yes
View Internal group pages and FAQs Yes, if logged in Yes, if logged in Yes, if logged in
View Restricted Internal group pages and FAQs Yes, if logged in Yes, if logged in and assigned to the group Yes, if logged in and assigned to the group
Create and delete groups Yes No No
Edit group settings Yes Yes, but only if assigned to the group as an Admin No
Create and edit FAQs Yes Yes, but only if assigned to the group as an Editor or Admin No
View the Query Spy Yes Yes, but only for assigned groups No
Manage FAQ comments Yes Yes, but only for assigned groups No

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Tickets & Queues

Permission Admin Users Regular Users
View and reply to tickets Yes Yes, but only in assigned queues
Create new tickets & SMS messages (from the Answers > Create page) Yes Yes
Add internal notes to tickets Yes Yes, but only in assigned queues
Assign or transfer tickets to other users and/or queues Yes Yes
Unclaim another user's ticket Yes Yes, but only if assigned to the queue as an Admin
Create and delete queues Yes No
Edit queue settings Yes Yes, but only if assigned to the queue as an Admin

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LibChat & Departments

Please note that LibChat must be enabled for a user's account before they can access LibChat, LibChat settings, and/or LibChat statistics & transcripts.

Permission Admin Users Regular Users
Sign into LibChat Yes Yes
Monitor and answer chats Yes, for personal and assigned departments Yes, for personal and assigned departments
Create, edit, and delete departments Yes Yes, but only for departments that are assigned to a queue where they are a Queue Admin
Add banned IP addresses Yes Yes, but only while chatting with a patron or viewing transcripts or if there are departments that are assigned to a queue where they are a Queue Admin
Remove banned IP addresses Yes Yes, but only if there are departments that are assigned to a queue where they are a Queue Admin
Create and manage canned messages Yes, system and personal Yes, personal and for departments that are assigned to a queue where they are a Queue Admin
View and analyze chat ratings Yes Yes
View and email chat transcripts & missed chats Yes Yes
Leave feedback on chats answered by a Co-Op Yes, if library belongs to a Co-Op No, unless in a Shared Group System and the user has Group Admin permission
Edit and delete chat transcripts & missed chats Yes No
Create and copy chat widgets Yes Yes
Edit and delete chat widgets Yes Yes, but only ones they created
Add Co-Op monitoring to a chat widget Yes, if library belongs to a Co-Op Yes, if library belongs to a Co-Op
View stats for Co-Op chats answered by their institution Yes, if library belongs to a Co-Op No

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LibChat Co-Ops

The following permissions apply to actions that are related to participating in a LibChat Co-Op, both the 24/7 Co-Op and local co-ops. Please note that "Regular" here refers to a Regular Co-Op user -- this is not the same as a Regular-level account in a local LibAnswers system (i.e. a local Admin-level user could still be a Regular user in the Co-Op). If a local user does not have one of the permission levels listed below for a Co-Op, they will not have access to it nor be able to monitor chats from it.

Permission Co-Op Admin Institution Admin Regular
Add, edit, and remove accounts from the Co-Op Yes, all institutions Yes, but only from their own institution (and can only assign the Institution Admin or Regular account levels) No
View chat transcripts Yes, all institutions Yes, but only from their own institution Yes, but only chats they answered
View chat monitoring activity & statistics Yes, all institutions Yes, but only from their own institution Yes, but only chats they answered
View QA feedback for chats Yes, all institutions Yes, but only from their own institution Yes, but only chats they answered
Monitor and answer chats from the Co-Op Yes (LibChat must be enabled in their local LibAnswers account) Yes (LibChat must be enabled in their local LibAnswers account) Yes (LibChat must be enabled in their local LibAnswers account)

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Reference Analytics

Permission Admin Users Regular Users Ref. Analytics Only Users
Create, edit, and delete datasets Yes No No
Add transactions Yes Yes Yes
View and edit transactions Yes Yes Yes
View statistics Yes Yes Yes
Generate a cross tab report Yes Yes Yes

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Shared Group Systems

Learn more about Shared Group Systems.

Permission Admin Users Regular Users
Add, manage, & view a group's policy FAQs Yes Yes, but only if they have Group Admin status for their assigned group, or given Admin / Editor permission for their group's FAQ group.
Leave feedback on chats originating from their group's widgets Yes Yes, but only if they have Group Admin status
Add, edit, or remove user accounts within their group Yes Yes, but only if they have Group Admin status (and only for accounts in their assigned group)
Create and manage chat widgets (with or without affiliation with their group) Yes Yes
View LibChat statistics Yes, for all group libraries in the system Yes, but only for their affiliated group library
View chat transcripts Yes, for all group libraries in the system Yes, but only for their affiliated group library

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Social

Permission Admin Users Regular Users
Monitor the social feed Yes Yes, but only for accounts connected to assigned queues
Create posts, tweets, and/or pins Yes Yes, but only for accounts connected to assigned queues
Analyze social media posts and statistics Yes Yes, but only for accounts connected to assigned queues
Connect and manage LibApps social channels to queues (i.e. Facebook, Twitter, and/or Pinterest) Yes Yes, but only if assigned to the queue as an Admin

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Systems Status Management

Permission Admin Users Regular Users
View the public and internal dashboards Yes Yes
Create product posts Yes Yes, but only if given access to System Status Management
Edit and delete product posts Yes Yes, but only ones they created unless given Admin access to System Status Management
Update the status of products Yes Yes, but only if given access to System Status Management
Approve, edit, and delete ideas & votes Yes Yes, but only if given access to System Status Management
Create product widgets Yes Yes, but only if given Admin access to System Status Management
Create, edit, and delete products Yes Yes, but only if given Admin access to System Status Management
Manage System Status Management settings Yes Yes, but only if given Admin access to System Status Management

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