FAQ content

Accounts: Create and manage LibAnswers user accounts

In this article

Add a new user account

  1. Go to Admin > Accounts.
  2. On the Manage Account page, click on the Create a New Account tab.
  3. In the Login/Email field, enter the email address of the user you want to add and click the Look-up Account button.
Looking up an account by email address
  1. If an existing LibApps account for that email address was found, it will be added. As a result, you will not need to provide a First Name or Last Name for the new account.
    • Otherwise, a new LibApps account will be created. You will need to enter the user's First Name and Last Name to be used with this account.
    • Please note: Once a LibApps account is created, only the user or a LibApps admin will be able to change the user's name and email address.
  2. In the Nickname field, you can enter an optional alias that displays while chatting with patrons in LibChat.
    1. To also use this nickname in place of the full name on all ticket replies and where applicable on public pages, check the Use nickname for ticket replies and public pages checkbox.
The First Name, Last Name, and Nickname fields
  1. From the User Level dropdown, select the permissions you want to give the new user.
    • 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 chat departments.
    • Regular users can create and edit FAQs in assigned groups, reply to tickets in assigned queues, and 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 admin side of LibAnswers.
    • 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.
  2. Use the Profile Image to select whether the user's LibApps profile image or a generic image should display as the user's avatar in LibChat.
    • The user can always change this later.
  3. If you would like to set the user's initial email signature, which can be included on outgoing ticket replies, enter it in the Email Signature text box.
    • The user can always add or change their signature later.
    • Please note: Depending upon a queue's email signature settings, the user's signature may not be used.
The User Level, Profile Image, and Email Signature fields
  1. Use the Default Analytics Instance dropdown to select the user's default Reference Analytics dataset.
    • This is the dataset that will be selected by default when the user adds and views transactions.
    • The user can always change this later.
  2. Use the Default Dashboard View to select the view applied to the dashboard when the user first logs in.
    • This can determine which tickets they see first, but they can always change it.
    • The user can always switch default views later.
  3. Use the Enable LibChat option to control whether or not this user will be able to access and use LibChat.
    • Enabled: The user will be able to log in to LibChat. If this is an Admin, they will also have access to LibChat settings.
    • Disabled: The user will not be able to log in to LibChat. If this is an Admin, they will also be prevented from accessing LibChat settings.
  4. If LibChat has been enabled for this user, use the LibChat Departments dropdown to select which chat department(s) this user will be allowed to monitor.
The Default Analytics Instance, Default Dashboard View, Enable LibChat, and LibChat Departments fields
  1. Under the Queue Access section, use the dropdowns to select which ticket queues the user will have access to and at what permission level.
    • No Access: the user cannot view or answer tickets in the queue.
    • Regular: the user will be able to view and answer tickets in the queue.
    • Admin: in addition to viewing and answering tickets, the user can also manage the queue's settings.
Queue Access dropdowns
  1. Under the Group Access section, use the dropdowns to select which FAQ groups the user will have access to and at what permission level.
    • No Access: the user cannot add or edit FAQs in this group.
    • Editor: the user can add and edit FAQs in this group.
    • Admin: in addition to adding and editing FAQs, the user can also manage the group's settings and pages.
The Group Access dropdowns
  1. The Branch Access section appears only if you have Pickup Manager. If so, use the dropdowns to select which locations the user should have access to and at what permission level.
    • No Access: the user cannot view, add, or manage pickup tickets for this branch.
    • Regular: the user can add, view, and manage pickup tickets for this branch.
    • Admin: in addition to adding and editing pickup tickets, the user can also manage the branch's settings and user access. This does not give them access to the main Pickup Manager system settings.
The Branch Access dropdowns
  1. When finished, click the Create Account button. The user will receive an email notification with a link to sign in to your LibAnswers system.

Managing user accounts

  1. Go to Admin > Accounts.
  2. Under the Manage Accounts tab:
    1. Click on a user's edit () icon in the Actions column to edit that user's account information, permissions, and defaults.
      • You can also manage user access to queues, groups, and departments in each queue, group, and department's settings.
    2. To remove a user, click on their trash can () icon in the Actions column.
      • You will be prompted to reassign that user's data to another user.
      • If you would prefer to not reassign the user's data, but prevent that user from logging into LibAnswers, edit their account and change their permission level to Inactive.
    3. To reactivate an inactive user's account, click on their refresh () icon in the Actions column.

Note that inactive users will appear in gray text, while out of office users will appear in gold text.

The Manage Accounts options

View a single email list of accounts, by level

If you ever need to send a bulk email to your LibAnswers users, you can find convenient lists of their addresses by going to Admin > Accounts and clicking on the Email Users tab. On that page, you'll find a list containing all users, as well as lists broken down by account level. All you need to do is copy and paste the addresses into your email app of choice.

The Email Users tab