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Tickets: Use the Knowledge Base Explorer to search, browse, and export tickets

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The Knowledge Base Explorer provides a simple interface for searching, browsing, and managing your system's tickets. Admin users can use the Knowledge Base Explorer to manage tickets in all queues, while Regular users can use it to manage tickets in the queues to which they're assigned.

To get started, go to Answers > Tickets. Under the  Tickets tab, you'll find a list of all tickets in your assigned queues.


Filter the list of tickets

To more easily locate specific tickets, you can use the filters at the top of the page.

Knowledge Base Explorer filters for tickets
  1. ID: use this filter if you know the ID number of a specific ticket.
  2. Full Text: use this field to filter by keywords in a ticket's initial question, internal notes, or any replies (from the patron or LibAnswers user).
    • When searching for multiple keywords, please note that this filter uses OR logic by default.
    • To search for tickets containing multiple keywords, use AND operators between your keywords.
    • You can also use quotation marks to search for exact phrases.
  3. Source: use this field to filter tickets by the type of source of the ticket (System, Twitter (Public Mention), Twitter (Direct Message), Widget, SMS, Email, Staff Entry, LibChat, Idea, or Facebook Message). Select "All Sources" to include tickets from any source.
  4. Status: use this field to filter tickets by their current status (New, Open, Pending, or Closed). Select "All" to include tickets of any status.
  5. Asked from and To: use these date fields to filter tickets by their submission dates, using the Asked from field to specify a start date and the To field to specify an end date.
  6. Updated between and And: use these date fields to filter tickets by the date that they were last updated, using the Updated between field to specify a start date and the And field to specify an end date.
  7. Owner:  use the field to filter tickets by their owner. Select "View All" to include tickets owned by any user.
  8. Queue:  use this field to filter tickets to a specific queue. You can select any queue you have been given access to. Select "All" to view tickets from all of the queues that you have been given access to.
    • Note: when a single queue is selected, additional fields that are tied to the question form fields for the queue will be made available for filtering.
  9. Tag: use this field to filter tickets that have a particular tag(s) assigned to them.
    • Note: this filter applies OR logic to multiple tags
  10. Limit by Days: use this field to filter tickets based on the day of the week they were asked on. Select "All Days" to include tickets from the entire week.
    • Note: This is a multi-select field, so you can easily limit your results to weekends (select only Saturday and Sunday) or all of your work weekdays.
  11. Limit by Time between and And: use this field to filter tickets based on the time of day the ticket was asked, using the Limit by Time between field to specify a starting hour and the And field to specify an ending hour.
  12. Turnaround (hours): use this field to filter tickets based on how long it took for the initial reply to be sent. 
  13. Name: use this field to filter tickets by the name of the patron submitting the ticket. 
    • You can search for parts of a name (first name, last name, or even part of a name) if you're unsure of the full name of the patron.
  14. Email: use this field to filter tickets by the email address or domain of the patrons submitting the tickets.
    • To search for tickets from a specific patron, enter their full email address (like jane.student@myschool.edu).
    • To search for all tickets from a particular email domain, enter the domain preceded by the @ symbol (like @myschool.edu)
  15. To apply your filters, click the Filter button.
  16. To reset all fields to default, click the Clear Filter link.

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Browse tickets

Initially, the list of tickets will be sorted in descending chronological order by the Last Update date, but that sorting can be adjusted.

Options for browsing the Knowledge Base Explorer
  1. Click on any column heading to sort by that column in ascending order. Click it again to switch to descending order.
    • ID: the unique ID number assigned to each ticket.
    • Question: the text in each ticket's Question field (this will sort alphabetically).
    • Name: the name of the patron that submitted the ticket (this will sort alphabetically by first then last name).
    • Status: the current status of each ticket (New, Open, Pending, or Closed).
    • Owner: the name of the user who owns each ticket (this will sort alphabetically by first then last name).
    • Asked: this is the date and time that each ticket was submitted.
    • Last Update: this is the date and time the last changes were made to each ticket.
  2. See the source of the ticket (how it was asked), the queue it is assigned to, and question form entries for the ticket below the Question text.
  3. Click on the Quick Look () icon next to the question title to preview the ticket the thread. 
    • This will display the entire 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.
  4. If a ticket has been added to one of your Reference Analytics datasets, the Reference Analytics transaction number will appear in the RA Transaction column. Click on the number to view that transaction.

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View and manage tickets

The Knowledge Base Explorer provides several options for viewing and managing your tickets.

Options for managing tickets
  1. To select a ticket for a bulk action change, click the checkbox for the ticket in the ID column.
  2. To select all tickets on the page for a bulk action, click the Toggle All on Page checkbox.
  3. To choose the bulk action to be made, select in from the Action dropdown. 
    • Bulk actions that can be made from here are: Apply Macro, Delete, Change Status, Add Tag, or Remove Tag.
  4. To permanently delete a ticket, click on its trash can () icon in the ID column.
    • To prevent accidental deletions, you will be prompted to confirm this before the ticket is deleted.
    • This cannot be undone, so please be careful!
  5. To view a ticket's answer page, click on its question link in the Question column.
    • This will take you away from the Knowledge Base Explorer to the full answer page for that ticket.

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Export tickets

For your filtered list of tickets, you have two export options: instant export or a scheduled export. Instant export is used to export high-level data related to tickets answered in this system, including the initial question and answer, patron and date/time information, and tags associated with each ticket. Scheduled export is used to export the full exchange of information between the library and your patrons. This export, which must be scheduled, creates a JSON file, ideal for use with other third-party machine learning systems.

Instant export

  1. To export the currently filtered list of tickets, select the Export Tickets button.
    1. Click the Strip this HTML from export data checkbox to remove any HTML formatting from the ticket threads.
    2. To include form fields in this export you must limit your export request to tickets originating from one queue.
running an instant export for tickets
  1. This will generate and download a CSV file containing the following columns:
    • ​​ID: the unique ID number assigned to each ticket entry.
    • QueueID: the unique ID number of the queue to which each ticket is assigned.
    • Asked On: this is the date and time that each ticket was submitted.
    • Question: the text in each ticket's Question field.
    • Details: the text in each ticket's Details field.
    • Answer: the text of the initial answer/reply that was sent to the patron.
    • Owner: the name of the user that owns each ticket.
    • Source: the source that each ticket was submitted from.
    • Name: the name of the patron that submitted each ticket.
    • Email: the email address of the patron that submitted each ticket.
    • Last Updated: this is the date and time changes were last made to each ticket.
    • Tags: a comma-separated list of each tag assigned to the ticket
    • Question form fields: the text/answers for any custom question form fields that were completed for each ticket.
    • Assignation Field: how the ticket was routed if a question routing field was included on the question form.

Scheduled export

  1. To export the full exchange of information between the library and your patrons, click the Export Full Tickets (JSON) button.
    1. To cancel your queued export, click the Cancel Export () button in the Actions column.
scheduling a json ticket export, part 1
  1. On the Confirm Ticket Export modal, review the parameters of the ticket that you'll be exporting (based on the filters you have set), and click the Confirm and Schedule Export button.
    1. The export will be processed within an hour. You can return to this page and click the Download Export () button in the Actions column to retrieve the downloaded file once it's processed.
    2. Click the Delete Export () button in the Actions column for any queued or completed export to delete it from your list of exports.
scheduling a json ticket export, part 2

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