How to claim tickets from the LibChat dashboard
From the Tickets tab, you can view and claim tickets that arrive in the queues you're monitoring. This includes tickets submitted via a question form or email.
When you're on a different tab (such as the Chats tab) and a new ticket arrives, a red indicator dot will appear in the Tickets tab (you'll also receive notifications if you have them enabled in your settings).
Under the Patron Tickets section, you'll see a list of the tickets that arrived in the queues you're monitoring. At a glance, you'll be able to see the ticket's question, the time it was received, who (if anyone) answered it, and its queue & source.
- Question form and email tickets will have an envelope icon (). Click on a ticket to view more details, including data from custom question form fields and the user agent information.
- If the ticket has not yet been claimed, you will have the option to claim it right from the dashboard (this will open the ticket in a new window).