Replying to an SMS ticket and updating its status

Along with being able to reply to SMS tickets when monitoring LibChat, all incoming SMS tickets can be replied to from their ticket page. After claiming a ticket asked via SMS, you'll see the following options under the Create a Reply tab:

  1. Add the text of the reply in the SMS Response field.
    • If the reply is longer than the 160 characters allowed for an SMS message, click the I need more space link to open a secondary response field.
  2. Use the Apply a Macro to this Ticket option to apply an SMS-based macro to the ticket.
  3. Add to Analytics: If you use Ref. Analytics to track your tickets alongside your in-person reference transactions, you also have the option of adding the question to one of your datasets.
  4. Submit the reply and change the ticket's status:
    • Click on the Submit as Closed button to send it to the patron. It's at this point that the ticket would be added to your Ref Analytics dataset, if you selected that option.
    • This will also update the status of this ticket to Closed, which effectively means no further action is required for this ticket. However, if you click on the arrow portion of this button, you can select a different status. Here's a summary of each:
      • Closed: this indicates that no further interaction is expected for this ticket.
      • Open: this indicates that your follow-up may be required for this ticket. If a patron replies to you, the ticket will automatically be updated to this status.
      • Pending: this indicates that you are expecting a follow-up from the patron. Compared to the Closed status, this can help you keep an eye on the ticket, as it will be listed along with your other open tickets.
      • New: this indicates that the patron has submitted their question and is awaiting a reply. This is the status automatically assigned to incoming tickets.

Overview of replying to an SMS ticket


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