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Queues: Automatically send patrons reminders and close tickets after a period of inactivity

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The Ticket Inactivity Email Reminder allows you to send reminder emails to patrons if they have not replied to a ticket after a certain number of hours that you define. This period of inactivity is defined as follows:

  • The ticket's status is: Pending.
  • The most recent reply in the ticket was sent by a staff user.
  • The number of hours you define has elapsed since that last reply was sent.

The email that the patron receives will remind them that you are awaiting a response. If the patron does not reply within a specified number of hours, then the ticket will be automatically closed. That countdown begins once the reminder email is sent.

For example, let's say you have the following settings:

  • Send the reminder email after 24 hours of inactivity.
  • Close the ticket if the patron does not reply within 48 hours of that email.

A patron sends in a ticket and a library staff member replies to it, updating its status to Pending. If the patron does not reply to the ticket after 24 hours, LibAnswers will send the patron a reminder email. The patron then has 48 hours to reply to the ticket: if no reply is received, then LibAnswers will automatically close it.

Access a queue's ticket inactivity email reminder settings

Admin users (and Regular users who have Admin permission for the queue) can find a queue's ticket inactivity email reminder settings via the Manage Queue page.

the Edit Queue icon for a queue

  1. Click on Admin in the LibAnswers navigation bar and select Queues from the dropdown.
  2. On the Manage Queue page, locate the queue you want to customize and click its Edit Queue () icon in the Actions column.

the Quality tab

  1. You'll find these options under the General tab.
Please note: these settings only apply to the selected queue. To configure the ticket inactivity email reminder settings for another queue, select it from the Switch to Queue dropdown at the top of the page.

Configure ticket inactivity email reminders for a queue

In the Ticket Inactivity Email Reminder panel, inactivity reminders are disabled by default. To enable these reminders and configure their timing:

the Ticket Inactivity Email Reminder panel

  1. Select the radio button next to the "Send email to user after..." option. Use the embedded number fields to set the timing of the reminder email and automatically closing tickets.
    1. Send email to user after x hours of ticket inactivity: the first field determines when the email reminder should be sent. Enter a whole number of hours to wait after the last staff user reply for a ticket.
    2. And then close the ticket after x additional hours if no response: the second field determines when a ticket should be automatically closed if no reply is received. Enter a whole number of hours to wait after the email reminder has been sent.
  2. Click the Save button.

You can disable ticket inactivity email reminders for this queue at any time by selecting the "Do not send automated ticket inactivity reminders" option and clicking the Save button.

Inactive ticket reminder email template

The body and subject line of the follow-up email is generated using an email template. Each queue has its own set of templates for the various types of outgoing emails, such as ticket replies. You can view and customize a queue's email templates by clicking on the Email Templates tab.

The template used for follow-up emails is called Inactive Ticket Reminder Email. Learn more about customizing email templates...

the Inactive Ticket Reminder Email template

As with other email templates, tokens are used as placeholders for the information contained in the ticket. For example, where the {{t.name}} token appears in the template, the name of the patron will appear in the actual email. A full list of available tokens is available while editing your template. However, with the inactive ticket reminder email template, it's worth noting that the {{{autoclosehours}}} token inserts the number of hours the patron has to reply before the ticket is automatically closed (i.e. the second number field in the Ticket Inactivity Reminder Email settings).