FAQ content

Queues: Customize a queue's question form fields and layout

In this article

What are question forms?

question form is an online form that your patrons can use to submit questions to a queue. Each queue gets its own question form, which can be customized to collect additional information from your patrons. For example, if you're an academic library, you may want to know the patron's status (student, faculty, etc.), department/major, and if the question is related to a specific course. This additional info can not only help you better assist your patrons, but it can also be used to filter your ticket statistics, as well.

You can provide access to your question forms in a few ways:

  • Via an FAQ group's public pages
  • Adding a LibAnswers asset to one of your guides in LibGuides
  • Embedding or linking to your question form using a LibAnswers widget

This makes it possible to gather questions from beyond LibAnswers itself, such as your library website, catalog, or electronic resources. 

Each question form's fields can be customized to use the field labels, field types, and tweaks to the layout of the form itself that are needed for that queue's setup.

Alternatively, if you would prefer to reuse a question form from another queue, you can set up a Linked Form. This can save you a lot of time if you want the question form for each queue to ask the same questions or use the same language since you won't have to manually set that up separately in each queue.

To access a queue's Question Form settings go to Admin > Queues > Edit Queue () icon for the queue > Question Form tab.

[Return to top]


Default question form fields

By default, new question forms will have the fields necessary for you to start answering tickets already in place:

  • The Question and More Detail/Explanation fields.
    • You can include one or both of these fields.
    • If you do not include the Question field, or if the patron leaves the field empty, an excerpt of the text entered in the More Detail/Explanation field will be used as the question text.
    • Note: the labels for these fields can be adjusted in the queue's custom Language options
  • The Email and Name fields.

[Return to top]


Name and Email Fields

By default, patrons will be asked to provide their email address and name when submitting their question. The email address will always be required since it's necessary for replying to the patron. The name is optional by default but can be required.

Asker's Email

Every user will have to enter an email address in order to submit the question form. This field will always be required, but you do have the ability to rename it.

  1. Customize the text in the Question Text field.
  2. Click the Save Question button.
Screenshot of the Asker's Email field

Asker's Name (optional)

Unlike the patron's email address, their name is optional by default, however, you can make this field required. You can also customize its label, too.

  1. To rename the field, customize the text in the Question Text field.
  2. If you would like to make this field required, select the Required? checkbox.
  3. Click the Save Question button.

If this field is left optional and the patron does not provide a name, the ticket will list "Anon" as the asker.

Example of customizing the Asker's Name

[Return to top]


Custom question fields

  1. In the Form Fields section, click the Custom Question Fields panel to open it.
    1. A preview of the existing custom question fields can be viewed in the panel.
  2. Click the Add New Question button to create a new question.
Adding a custom question field to a question form, part 1
  1. In the Question Text field, enter the question you want to ask. This will serve as the field label.
    • Limited to 100 characters.
  2. From the Question Type dropdown, select the type of field (multiple-choice or text-entry) you want to add.
    1. If this is a Radio Buttons, Checkboxes, or Dropdown field, enter the options you want the user to pick from in the Selections field.
    2. To add another option to the list of selections, click on the Add Selection button.
    3. To remove a selection, click on its trash can () button.
  3. If desired, select the Required? checkbox to require users to answer this question.
  4. Click the Add Question button to save your changes.
Adding a custom question field to a question form, part 2

Edit and delete custom fields

  1. To edit a field and its options, click on the Edit () icon next to its name.
  2. To delete a field, click on the Trash () icon next to its name. You will be prompted to confirm that you want to delete it. 
    • IMPORTANT: Deleting a field will remove all Ticket data associated with it, so please be careful!
The edit and delete options

Reordering multiple-choice options

If you want to change the order of the selections that you've set up for a Radio Buttons, Checkboxes, or Dropdown field:

  1. Click the Reorder Options () icon for the question.
Example of reordering the options for a custom question field, part 1
  1. On the Reorder Field Options modal, click and drag a selection into a new position in the list.
  2. Click the Update Order button.
Example of reordering the options for a custom question field, part 2

[Return to top]


Question routing field

What is the question routing field?

The question routing field is a multiple-choice field that will direct a ticket to a specific queue and/or user based upon the patron's response. For example, if your question routing field asks, "What would you like help with today?", it could have the following options:

  • Research help: if the patron selects this option, the ticket will go to your General Reference queue, but not be assigned to a specific user (so any librarian can claim it).
  • Overdue items & fines: if the patron selects this option, the ticket will go to your Circulation queue, but not be assigned to a specific user (so any circulation staff member can claim it).
  • Special collections & archives: if the patron selects this option, the ticket will go to your Special Collections queue and be assigned to your special collections librarian.
  • Interlibrary loan requests: if the patron selects this option, the ticket will go to your ILL queue and be assigned to your ILL manager.
  • Database & catalog problems: if the patron selects this option, the ticket will go to your Electronic Resources queue and be assigned to your electronic resources librarian.

Each question form can have only one question routing field at a time. Please carefully plan the options that you set up for question routing because changing them down the road will affect the gathering of statistics.

Configure the question routing field

  1. In the Form Fields section, click the Question Routing Field panel to open it.
  2. ​Click the Add New Question button.
The Add New Question button
  1. Enter a label for the question in the Question Text field.
    • This will display next to the dropdown menu on your form.
  2. If you would like to make this field required, select the Required? checkbox.
  3. Click the Add Selection button to set up an option:
    1. Enter the name of the selection.
    2. When a patron selects this option, select the queue where the ticket should be transferred.
    3. Select the user who should be assigned the ticket. If you do not want the ticket to be assigned automatically, select the "No specific user" option.
    4. To remove an option, click on its Delete () button.
  4. Click the Save Question button when you're done setting up the routing options
Example of setting up the options for the Question Routing field

Edit or delete the question routing field

  • To edit the question routing field and its options, click on its Edit () icon.
  • To delete the question routing field, click on its Trash () icon. You will be prompted to confirm that you want to continue.
    • IMPORTANT: Deleting the question routing field will remove all ticket data associated with it, so please be careful!
the edit and delete options

Reordering the question routing options

If you want to change the order of your selections that you've set up:

  1. Click the Reorder Options () icon in the Question Routing Field panel.
Example of reordering the options for the Question Routing field, part 1
  1. On the Reorder Field Options modal, click and drag a selection into a new position in the list.
  2. Click the Update Order button.
Example of reordering the options for the Question Routing field, part 2

[Return to top]


Headers

Headers allow you to group related fields together and add some explanatory text to go along with your fields. This can help you better organize any custom fields you've added to your question form.

  1. In the Form Fields section, click on the Headers panel to open it.
  2. Click the Add New Header button.
The Add New Header button
  1. In the Create Header window, enter a title for your new header in the Title of Header field. Or, leave the title blank if you only want to include text content.
  2. You can also add a description in the Text Content field, which will display below the title.
  3. Click the Save button.
options in the create header window

Edit or delete a header

  1. To edit a header's title or text content, click on its  Edit option.
  2. To delete a header, click on its  Delete option.
the edit and delete options

[Return to top]


Form Layout

Change the position of field labels

You can choose to display each question's label either above the field or the left of the field.

  1. Under the Form Fields section, click on the Form Layout panel to expand it.
  2. Select the Field Display Format you'd like to use.
    • Display labels above fields: the label will display above the field. Both the field and its label will be positioned against the left margin.
    • Display labels to the left of fields: the label and field will appear side-by-side, with the label to the left.
  3. Click the Save button.
Field Display Format options

Add, remove, and reorder fields & headers

After setting up your headers and custom question fields, you can customize the layout of the form to specify the order of your the fields and headers in your form, along with the display of the field labels.

In addition to setting the order of your headers and custom questions, this is also where you will set the order of the system fields -- i.e. the Question, Details, Name, Email, File Upload, and Email Confirmation fields.

  1. In the Form Fields section, click on the Form Layout panel to open it.
The form layout panel
Reorder visible fields and headers

The Current Form Display Order lists all of the fields that are currently displaying on your question form. To reorder them, click and drag any field in the list to a new position, then drop it in place.

Moving a field in the current form display order area
Remove a field or header

To remove a field or header from the question form, click and drag it down to the Available Fields and Headers area, then drop it anywhere in that list.

dragging a field to the available fields and headers area
Add an available field or header

The Available Fields and Headers area lists all of the fields and headers you've created, but have not been added to the question form. To add one of these fields, click and drag it up to the Current Form Display Order area, then drop it in the position you want it to display.

dragging a field to the current form display order area

[Return to top]


Preview your form layout

To see how your question form will look to the public, click the Save Order button to save any changes to the layout. You can then view the changes to your form's layout in the Question Form Preview panel.

save order button and question form preview panel

[Return to top]