When a LibAnswers site is set up to have a queue shared with another system, an additional Shared Tickets tab is added to the dashboard to allow authorized accounts access to view and claim tickets from a shared queue. See the Setting up shared queues and chat departments with other LibAnswers systems FAQ for more information on shared systems.
To view and claim tickets from a shared queue:
- Select the Shared Tickets tab. From here you can:
- Use the filters to narrow the tickets displayed on the dashboard, including narrowing the list to only certain queues that are shared with your LibAnswers system.
- To claim a ticket, click on the question.
- This will allow you to view the entire text of the question and submit a reply.
- The first person to claim a ticket automatically becomes the owner.
- If you'd like to preview the entire question without claiming the ticket, click on the Quick Look () icon next to the question.
- This will display the text of the question in a pop-up window.
- The pop-up also includes options for copying a shareable Preview URL that can be used to allow staff to view the ticket without claiming it.
- Previewing questions can be helpful if you're not quite sure if you're the best person to answer. It can also be helpful if you want to "triage" a large number of new tickets, making it easier to spot more urgent questions that need immediate attention versus questions that may be able to wait.
- If the ticket was made from a live chat, it will show only the chat transcript up until the ticket was created. Messages sent by the patron or operator after the ticket is created will not be included. To see the complete live chat interaction, click the transcript link (see option f below).
- If the ticket was created during a chatbot interaction, it will show only the exact question the patron submitted. To see the complete chatbot interaction, click the transcript link (see option f below). This will show you the path the patron followed through the chatbot flow, which may provide more context for their need.
- To flag a ticket as spam, click on the Mark this ticket as spam () icon.
- On occasion, you might receive a ticket via email that is actually spam. This option will allow you to move that ticket into your Spam queue.
- Flagging tickets as spam can help the LibAnswers spam filter better identify spammy tickets in the future, helping them bypass your open tickets entirely.