FAQ content

Tickets: View a user's ticket (and chat) history, edit contact information, & associate a contact with a known patron

In this article

The User History for a patron combines different channels a single patron might use, including an email address, 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 for new tickets. When auto-matching isn’t possible, you can manually connect the patron’s different types of contact info via the User History screen.

System-level admins also have the ability to view the user history for all patrons from the Admin > Patrons page.


Overview

The Tickets from the Same Email modal can be accessed by clicking on User History in the Question Information modal or the user's name in the Asked By panel.

getting to the user history modal

From here you can see:

  1. Contact information (name and email address) for the current ticket, including an option to edit the contact information for just the current ticket.
  2. Contact information for the patron (if an existing patron exists), including an option to merge the contact with a known patron or edit the existing contact information.
  3. Totals for tickets and chats from the patron.
  4. Links to tickets from the patron.
  5. Links to chats from the patron.
tickets from the same email / user history overview

Edit a patron's contact information

When viewing a patron's user history, you can make modifications to their known contact information to adjust their email address, change their name, remove their SMS number, add a Twitter handle, etc.

Additionally, when viewing a patron's user history from an email-based ticket that they've submitted you can also edit the contact information (their name and/or email address) for the patron for just the single ticket. This option may be helpful if the patron is using an email address used by more than one patron and you want to tweak the name to match.

Reminder: system-level admins also have the ability to view the user history and edit contact information for all patrons from the Admin > Patrons page.

Edit the contact info for all tickets

  1. Click on the User History link for the ticket from the Questioner Information modal or the Asked By panel.
getting to the user history modal
  1. Click the Edit Patron link in the Current Patron section.
editing the contact information for patron, step 2
  1. On the Edit Patron modal, add or remove any contact fields. Fields include:
    1. Name: submitted with any question form-based tickets. The field can be edited at any point.
    2. Email Address: the email address used for any email-based tickets is stored automatically.
    3. Identifier: this field can be used to store an ID or barcode number for the patron. 
    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.
    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.
    7. Use the Associate with a known patron field as another way to merge the patron being viewed with another.
  2. Click the Save for any fields that you want to add/update to the contact information for the patron.
  3. Click Remove to disassociate a field for the patron.
editing the contact information for patron, step 3

Edit the contact info for the current email-based ticket

When viewing the user history modal for an email-based ticket, you can also adjust the contact information for only that ticket. This will create a new patron record and disassociate this ticket from the user history listed below. We recommend using this option if this ticket is associated with a generic email address, and/or if this ticket is associated with the completely wrong person. To fix minor typographical errors in the email, we recommend using the above option for editing the contact information of the full patron history.

  1. Click on the User History link for the ticket from the Questioner Information modal or the Asked By panel.
getting to the user history modal
  1. Click the Edit Contact Info for this ticket only link in the Current Ticket section.
  2. In the Edit Contact Info that then displays, you can edit their Email address.
  3. Or make a change to their Name on the ticket.
  4. Click Save to make the change(s) on the ticket.
editing the contact information for the current email ticket only, step 2

Merge a contact with a known patron

If you're viewing a ticket for a user that you know has submitted other tickets (SMS, email, Facebook, or Twitter-based) that are not currently showing up in this user's history you can merge their multiple patron records together. Merging patrons will allow you to view the complete record of that patron's LibAnswers interactions with you all in one place.

  1. Click on the User History link for the ticket from the Questioner Information modal or the Asked By panel.
getting to the user history modal
  1. Click the Merge this contact with a known patron link next to the patron's email address.
  2. Search for the patron’s email address, or enter a new one. If a match is found, it will appear below.
  3. 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!
Associating a contact with a known patron