What are tickets and how are they created?
What are tickets?
A ticket represents a conversation between you and your patrons - their question, your answer, and any other replies! Tickets can also contain internal notes - for example, a conversation between you and a colleague, or an internal note containing information that might be useful to others answering similar tickets.
How are tickets created?
There are a few primary ways that tickets are created:
- When a patron sends a message to one of your queue's communication channels:
- Your queue's online question form or a question form widget
- Sending an email to your queue's email address
- Sending a test message to your queue's SMS number
- When requesting a follow-up via LibChat
- When contacting one of your connected Twitter or Facebook accounts
- Twitter sources: mentions or direct messages
- Facebook sources: Facebook Messenger messages
- Sending a question, problem, or praise using System Status Management product widget
- When a staff user makes a reply into a brand new ticket.
- When a staff user manually creates a new ticket within LibAnswers.
Each ticket is assigned to a Queue, which is how tickets are organized in LibAnswers. For example, you could have one queue for general reference questions, another for circulation questions, and even another for tech help questions.
To create a new ticket via Staff Entry:
- Go to Answers > Create from the command bar.
- On the Ticket tab, choose the queue and complete the required (and optional) fields.
- Queue: when the system has more than one queue, select the one that the ticket should be assigned to.
- Question Header: Is the text that will appear at the top of the ticket page, and will be the subject line for the ticket's emails.
- Question Details: Optionally add additional details about the question.
- Asked by (name): Optionally set the name of the patron.
- Asked by (email): Add the email address that the ticket replies should be sent to.
- Click Create Ticket.
- You'll then be directed to the ticket's page where replies can be sent to the patron.