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Tickets (SMS): Reply to an SMS ticket, add internal notes, or transfer / assign it

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Along with being able to reply to SMS tickets when monitoring LibChat, all incoming SMS tickets can be replied to from their ticket page.

Additionally, as you can with non-SMS tickets (aka your email/question form submitted tickets), you can add internal notes and assign/transfer the ticket to other users or queues (that have SMS enabled) as needed. 

Create a reply

After claiming a ticket asked via SMS, you'll see the following options under the Create a Reply tab:

Overview of replying to an SMS ticket
  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.
Note: LibAnswers Admins can toggle the Hide Patron SMS Numbers setting in the System Settings to show or hide the SMS number for patrons in the details of the tickets that have been submitted.

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Add an internal note

Internal notes allow you to leave private notes in your ticket thread. This can be helpful if you need to jot down any personal notes, such as reminders, a list of resources you've searched, a shortlist of possible answers you've found, etc. You can also send internal notes to other LibAnswers users, as well, which is a great way to collaborate on tickets. For example, maybe you'd like a second opinion about an anthropology question from your social sciences librarian.

When you add an internal note to a ticket, they are added to the end of your ticket thread -- just like your replies. But unlike replies to patrons, these are completely private. Internal notes will not display in any of their notification emails. When reviewing your ticket's thread, internal notes will be contained inside gray boxes, making them easy to identify.

Example of an internal note
  1. Open your ticket and click on the Post an Internal Note tab.
  2. Use the rich text editor to create your note.
  3. Optionally, upload up to 5 files you'd like to share or save with this note (each file's maximum size is 20 MB). Uploaded files will be retained until the ticket is deleted.
  4. If you'd like to send this note to another user, select the recipient(s) from the Email Note to field. (The recipient must have either a LibAnswers user account or be included in the LibAnswers address book.)
  5. Optionally, you can choose to add the ticket to a Ref Analytics dataset when you submit your internal note.
  6. Click the Submit button to post your internal note.
    • The ticket's current status will be selected by default. To change the ticket's status when posting your note, expand the Submit button's dropdown and choose a new ticket status.
    • If you opted to send this note to another user, an email notification will be sent to them. Please note that this will include the entire ticket thread up to that point. 
Example of adding an internal note

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Assign / transfer a ticket

If a ticket you claimed is better suited to a particular user or queue, you can reassign and/or transfer it accordingly. This can be helpful if a circulation question was submitted to your reference queue, or if a particular research question would best be answered by a subject specialist.

Note: SMS tickets can only be transferred to another queue that also has SMS enabled.

  1. Open the ticket and click on the Assign/Transfer tab.
  2. If you'd like to use a macro, select it from the Apply a Macro to this Ticket dropdown and click the Apply button.
  3. Select the type of transfer to make in the Transfer to dropdown.
    • To transfer to another user in the current queue, select "User".
    • To transfer this ticket to another queue with SMS enabled, select "Queue".
  4. If you are transferring the ticket to another queue, select which queue to transfer it to.
  5. Select the user to whom you want to reassign the ticket.
    • If you want to transfer the ticket to another queue without assigning it to a user, select "Do not assign to a specific user".
  6. If desired, use the rich text editor to leave an internal note in the ticket when you transfer it.
  7. Use the Files uploader to attach files to the transfer.
    • Grab the file from your desktop and drag it into the uploader. 
    • Or if you prefer, you can click on the uploader to choose a file from your desktop.
    • The maximum size is 20 MB per file, but you can upload multiple files.
  8. If you'd like to CC the internal note to another user, select them from the CC Note to dropdown.
    • Users must have either a LibAnswers user account or have been added to your LibAnswers address book.
  9. To add this ticket to a Ref Analytics dataset, select the dataset from the Add to Analytics dropdown.
  10. Click the Submit button.
    • By default, the ticket will be submitted at its current status.
    • Click on the Submit button's dropdown to transfer the ticket with a different status.
Example of transferring a ticket

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