Viewing a user's ticket history, associating a contact with a known patron, and editing a patron's contact information

The User History combines different channels a single patron might use, including up to 2 unique email addresses, an SMS number, a Twitter handle, and a Facebook profile -- giving you the full context of a patron’s conversations with LibAnswers via any channel.

Whenever possible, LibAnswers will attempt to automatically match a patron’s contact info from a known patron. When auto-matching isn’t possible, you can manually connect the patron’s different types of contact info via the User History screen.

The Tickets from the Same Email modal (accessed by clicking on User History in the Question Details) will show:

  1. Contact information for the patron, including an option to associate the contact with a known patron.
  2. Totals for tickets and chats from the patron.
  3. Links to tickets and chats from the patron.

user history overview


Associating a contact with a known patron

  1. Click on the User History link in the ticket
  2. Click the Associate this contact with a known patron link next to the patron's email address.
  3. Search for the patron’s email address, or enter a new one. If a match is found, it will appear below.
  4. Click the Associate this Patron button. This connects the contact info in the current with prior questions from that email address, and you can now view the user history from both of these streams!

Clicking the User History link

Associating a contact with a known patron


Editing a patron's contact information

  1. Click on the User History link in the ticket
  2. Click the Edit Patron link in the Patron Contact Info section.
  3. On the Edit Patron modal, add or remove any contact fields. Fields include:
    1. Name: submitted with any question form-based tickets. Field can be edited at any point.
    2. Email Address: the email address used for any email-based tickets is stored automatically.
    3. Email Address (Alternate): add an additional email address that the patron may use.
    4. SMS Number: the number is stored automatically for SMS tickets and can be added from other tickets, if you know the patron's number. Note: the number is hidden to protect patron privacy.
    5. Twitter: handles are stored automatically for Twitter-based tickets and can be added from other tickets.
    6. Facebook: the ID is stored automatically for Facebook-based tickets. If you know the patron's other contact information, add it to the Facebook ticket first.
  4. Click the Add for any fields that you wan to add to the contact information for the patron.
  5. Click Remove to disassociate a field from the patron.

Clicking the User History link

editing the contact information for patron, step 2

editing the contact information for patron, step 3

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