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Managing LibAnswers user accounts

What are the account levels in LibAnswers?

There are 5 different user levels in LibAnswers:

  • Admin users: these users can create content, edit all content in the system, and manage system settings & customizations. They have access to all ticket queues, FAQ groups, and (if LibChat is enabled for their account) chat departments.
  • Regular users: these users can create and edit FAQs in assigned groups, reply to tickets in assigned queues, and (if LibChat is enabled for their account) monitor chats in assigned departments. Ideal for most general users.
  • Reader users: this provides users with read-only access to the public pages of Internal and Restricted Internal FAQ groups. These users cannot access the admin side of LibAnswers.
  • Ref. Analytics Only users: this user level can only add, view, and analyze transactions in your Reference Analytics datasets. This is helpful if you want certain users (such as student assistants) to record transactions, but not have access to other areas of LibAnswers.
  • Inactive users: this prevents users from signing into your LibAnswers system but allows you to retain all data entered by these users. This is helpful if a user is no longer employed at your library, but you want to keep the data they created assigned to them. By comparison, if you remove a user from your system, you would have to reassign their records to a different user.

Account Permssions

  • General permissions
    See a breakdown of general access permissions (viewing the dashboard, creating widgets, etc.) for each account level.
  • FAQs & groups
    See a breakdown of FAQ group-related actions (creating and editing FAQs, editing group settings, etc.) for each account level.
  • Tickets & queues
    See a breakdown of ticket-related actions (answering tickets, managing queue settings, etc.) for each account level.
  • LibChat & departments
    See a breakdown of LibChat-related actions (monitoring and answering chats, creating chat widgets, etc.) for each account level.
  • Reference Analytics
    See a breakdown of Ref. Analytics actions (adding and editing transactions, viewing statistics, etc.) for each account level.
  • Social
    See a breakdown of social actions (monitoring feeds, posting messages, etc.) for each account level.
  • System Status Management
    See a breakdown of SSM-related actions (creating product posts, updating product status', etc.) for each account level.

Create and manage accounts

Within your LibAnswers system, you can create as many accounts, at any level, as needed. If you have users that should only be answering tickets and chats, others that should only be creating FAQs in specific groups, or if you need to have other admin-level colleagues in your system, you can.

When creating new accounts or managing existing ones, you are able to control exactly what areas of LibAnswers they can access. (Except for your other admin accounts, that can access everything in the site.) For example, you can set up an account that would be able to answer tickets in your reference queue, monitor LibChat, create and edit FAQs in your general reference group, and have read-only access to the admin policies and procedures group. Another account that manages the FAQs in your ILL policies group, answers tickets from the ILL queue, and has no access to LibChat.

The control that you have over account access/permissions ensures that your staff are only working in the areas of LibAnswers that they need to.


Other account management options

LibAnswers address book

The LibAnswers address book allows you to store email addresses that you want to include in ticket correspondence, but whose owners do not need to be given user accounts in LibAnswers. For example, you may often want to send your IT help desk or finance office internal notes for tickets about certain issues. By adding them to your Address Book, they will appear as options when choosing the recipients for internal notes -- just like if they had a full LibAnswers user account.

But, because they do not have user accounts, they are only able to interact with the system via email -- they cannot actually log into LibAnswers to view and reply to tickets. This can help avoid adding a large number of users to your system, while also keeping your ticket workflow as simple as possible for address book recipients. All they need to do is reply to an email to follow up on a ticket.

Editing a user's email address, name, or password in LibApps

There may be times that you need to update an account's information. If you are a LibApps admin (a separate permission from being a LibAnswers admin), you can make changes to the name, email address, password, etc. for any account in your LibApps system.

Emailing users

If you ever need to send a bulk email to your LibAnswers users, you can find convenient lists of their addresses by going to Admin > Accounts and clicking on the Email Users tab. On that page, you'll find a list containing all users, as well as lists broken down by account level. All you need to do is copy and paste the addresses into your email app of choice.

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