Create and manage LibAnswers user accounts

Add a new user account

  1. Go to Admin > Accounts.
  2. 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.
    • 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 or Last Name for the new account.
    • Otherwise, a new LibApps account will be created. You will need to enter the user's First and Last Name to be used with this account.
    • 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.
  4. In the Nickname field, you can enter an optional alias that displays while chatting with patrons in LibChat.
    • The user can always add or edit a nickname in the future.
  5. From the User Level dropdown, select the permissions you want to give the new user.
    • Admin users: these 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: these 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: this provides users with 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: this user level 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.
  6. 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.
  7. 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.
    • Depending upon a queue's settings, their personal email signature may not be used.
  8. Use the Default Analytics 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.
  9. 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.
  10. Use the LibChat Departments dropdown to select which departments this user will be allowed to monitor.
    • You will also be able to edit their personal LibChat settings (though the user will also be able to do that when editing their own account).
  11. Under the Queue Access section, use the dropdowns to select which 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.
  12. Under the Group Access section, use the dropdowns to select which queues 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.
  13. When finished, click the Create Account button. The user will receive an email notification with a link to sign into your LibAnswers system.

The Create a New Account options


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 reactive an inactive user's account, click on their refresh () icon in the Actions column.

The Manage Accounts options

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