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Tickets: Reuse answers and use the helpful tools & web shortcuts to answer tickets

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Reuse answers

The Reuse Answers box allows you to locate and reuse answers from other tickets, as well as FAQs. Not only can this help you recycle your own existing answers, but it can also help you find out if someone else has already answered the question. This is helpful if you're feeling stumped by a question.

Screenshot highlighting the Reuse Answers box

Recommendations from your system (FAQs)

Based upon a keyword search of the question, LibAnswers will automatically retrieve a list of relevant FAQs from your system that may answer the question. These will be listed under Recommendations from your system (FAQs).

  1. Click on the Show link to view the results. (Click on the Hide link to collapse the list.)
  2. Click on an FAQ to view it.
  3. If you'd like to copy the text of the answer into your reply, click on the Copy button next to the FAQ.
Example of recommended FAQs

Recommendations from your system (private)

Based upon a keyword search of the question, LibAnswers will automatically retrieve a list of relevant tickets that may answer the question. These will be listed under Recommendations from your system (private).

  1. Click on the Show link to view the results. (Click on the Hide link to collapse the list.)
  2. Click on a ticket to view it.
Example of browsing recommended tickets
  1. If you'd like to copy the text of a particular reply into your own reply, click on the Append reply to the text editor button underneath that particular reply.
Example of appending a ticket reply

Recommendations from your related institutions

If you have set up your LibAnswers to share FAQ groups with other libraries, you can also reuse FAQs from those systems. Note that this is different from a shared group system -- groups in a shared group system will be included under Recommendations from your system (FAQs).

Based upon a keyword search of the question, LibAnswers will automatically retrieve a list of relevant FAQs from your partner systems that may answer the question. These will be listed under Recommendations from your related institutions.

  1. Click on the Show link to view the results. (Click on the Hide link to collapse the list.)
  2. Click on an FAQ to view it (the original system will be listed in parentheses).
  3. If you'd like to copy the text of the answer into your reply, click on the Copy button next to the FAQ.
Example of recommended FAQs from shared systems

Search for recommended answers by keyword

If LibAnswers didn't find any recommended answers by default, or if the recommended answers weren't quite on the mark, you can search for new ones using your own keywords. Just enter them into the Keyword text field and click the Search button. This will update the results for your recommended FAQs and tickets.

Example of searching for recommended answers

Copy an answer

If you already know a particular ticket or FAQ that you want to reuse, you can look it up by its ID.

  1. Enter the ID number of the ticket or FAQ in the Question ID field.
    • To find a ticket's ID number, go to Answers > Tickets.
    • To find an FAQ's ID number, go to Answers > FAQ Entries.
  2. From the dropdown menu, select "FAQ Entry" to search for an FAQ, or "Ticket" to search for a ticket.
  3. Click the Load Answer button.
    • If you looked up an FAQ, the answer will automatically be inserted into your reply.
    • If you looked up a ticket, then you will be able to review it and append the appropriate reply.
Example of copying a specific answer

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Helpful tools

The Helpful Tools box allows you to search for answers in the following resources (which open in a new window):

  • LibAnswers (public): this will search your FAQs via the Knowledge Base Explorer.
  • LibAnswers (private): this will search your tickets via the Knowledge Base Explorer.
  • Google: this will run a web search on Google.
  • Library Catalog: if a catalog search URL has been added to the System Settings, you can perform a search for items in your collection.
Example of the Helpful Tools box

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Web shortcuts

Admins can set up the Web Shortcuts box with links to resources that may be useful while answering tickets. For example, you could use this box as a jumping point to specific databases, your LibGuides A-Z Database List, your LibCal events calendar, open-access resources, or local/campus resources. 

If you're an admin, you can add links to the Web Shortcuts box in your System Settings.

Example of the Web Shortcuts box