CT State LibAnswers

Use the icons in the upper-right corner of the chat box to manage the chat. 

From left to right, they are

• Create a ticket from this chat
• Ban this User's IP address
• Add to Analytics
• Add tags
• Email chat transcript
• Transfer the chat to another Department/Operator
• End Chat

Click on the Transfer icon. You then choose a specific Operator on that campus to whom you want to transfer the patron and who is currently signed on.

• Click on the Operator's name.
• Do not disconnect from the patron until the new Operator has accepted the transfer.
• You can then close the chat on your end by clicking on Close Chat.

Use the icons in the upper-right corner of the chat box to create a ticket. 

From left to right, they are

• Create a ticket from this chat
• Ban this User's IP address
• Add to Analytics
• Add tags
• Email chat transcript
• Transfer the chat to another Operator
• End Chat

Click on the Create a ticket icon.

• Click on any of the Vees (˅) to expand the menus
• Queue means which campus you'd like to answer the question.
• In most cases, you will not need to assign a specific user to answer the question. Leaving this setting at "Just assign it to the queue" gives the patron the best chance of having their ticket picked up in a timely fashion.
• Be sure to include a patron email. This is how the new Operator will respond to the ticket.
• Add any relevant notes, then click on "Create Ticket."

You can also create a ticket without having a patron asking a question in the chat.

• In the menu at the top of the page, click on the caret next to Tickets & FAQs.
• Choose  "Create Ticket or FAQ."

Use this form to create a new ticket.

• Samples of tickets originating from a patron could be a question resulting from a phone call, or a patron who visits your library in person and asks about another campus library.
• You can also use this to ask a question for yourself (although it's probably easier to just email the person you want to ask.)
• In the queue, pick the campus you'd like to pick up the ticket and answer the question.
• Give as many question details as you can.
• Fill in the patron's name and email address.
• Choose the patron's home campus, and then click on Create Ticket.

There are two ways to check for Tickets. 

1. If you are in the LibChat dashboard, the Tickets tab will have a red circle if there is a ticket waiting. Click on the Tickets tab to view the ticket.

2. If you are in the LibAnswers dashboard, you will see the number of open tickets indicated on the Open Tickets tab. In this example, there are 5 open tickets. The 13 queues include all 12 community college, plus the CT State Community College Library as the 13th. Leave Queue as is, or sort the open tickets to view only those from your school.

Preview a ticket: You can look at a ticket without claiming it by using the eyeball icon next to a question preview icon.

Claim a ticket: Clicking on a question title will claim the question as yours and add your name to the ticket. You can also unclaim a ticket if you have claimed it in error.

You can delete a ticket, or mark it as spam.

Once a ticket has been claimed, the Operator's name will appear as the Owner of the ticket.

Status of a ticket

The status of a ticket will be one of the following:

• New- patron has submitted their question and is awaiting a reply. This is the status automatically assigned to incoming tickets.
• Open- 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- 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.
• Closed- no further interaction is expected for this ticket. You may delete this ticket from the Dashboard.

Always use LibAnswers and not an outside communication method, such as Outlook, to reply to tickets. This will reduce the chance for errors and technical issues.

Once you have claimed a ticket, it is your responsibility to answer the question, or to transfer it to another Operator if you cannot answer the question. If you have claimed the ticket in error, click on Unclaim to release it.

You have three options regarding a claimed ticket:

• Create a Reply
• Post an Internal Note
• Assign/Transfer

To reply to a ticket, use the Create a Reply tab. This sends an email to the inquiring patron.

Type your reply into this box. Use the icons for insert link and insert image as needed.

• Identify to where the link will send the patron.
• LibAnswers/LibChat does not allow images to be pasted using CTRL+V or any other method. Instead, use the Windows Snipping Tool to take a screenshot, save that image to your desktop so it can be found easily, and then insert the image using the icon.

If desired, attach a file to the response. (This is not an option for SMS replies.) This might be a pathfinder, information on a database, or other information. PDF files are most easily read by all computers and devices.

If you have several links to share, click on the Vee (˅) in the Add Links bar to expand the menu. Be sure to identify each URL.

You may CC a library staff member if necessary; for example, the question involves the chemistry resources and your library has a designated science librarian. Usually, this will be left blank.

Typically, replies will be submitted either as Open or Closed.

• For a simple question, such as "What time to do you close today?", you may use Submit as Closed.
• For questions that may require a follow-up from the patron, choose Submit as Open.

Once a reply has been sent, monitor for incoming messages from that patron to continue the conversation. You will receive an email with each message, but be sure to reply through LibAnswers, not Outlook.

You will rarely need to use the Post an Internal Note feature.

Internal Notes could be

• A note to yourself to track what resources you've already tried
• A note to another Operator if you are transferring the ticket, perhaps to let them know what resources you have already suggested
• A question to another Operator regarding the question in the ticket, such as "Do you have anytime this afternoon to meet with this student?"

Remember

• Internal Notes can be accessed by all LibAnswer Operators. 
• If you reply to a ticket through your Outlook email, the patron will be able to access the Internal Notes. Be appropriate!

You may want to Assign/Transfer a ticket to another Operator. For example:

• You claimed a ticket from a patron at another campus and want to transfer it to someone on that campus.
• You claimed a ticket from a patron on your campus and want to transfer it to someone on your campus who is better suited to answer the question.

Only transfer a ticket after you have attempted to answer the question and have exhausted all possibilities. 

Tickets can be transferred to another Queue (campus) or User (Operator).

1. Tickets can be transferred to another queue (campus) for anyone on that campus to claim.

• Choose Queue from the dropdown menu of Transfer to.
• Choose the campus to which you want to transfer the ticket.

2. Tickets can also be transferred to a specific Operator, either on your campus or on another campus. Unless you have a specific reason to choose that Operator, transfer to the Queue instead; the ticket is likely to be claimed more quickly.

Choose User from the Transfer to dropdown menu, then select the User or Users to whom you'd like to transfer the ticket.

After choosing the Queue or User, submit the transfer as either New or Open. Once you click on your choice, the person to whom you're transferring the ticket will receive an Outlook email.

You will see confirmation that the ticket has been transferred.

You may need to create a ticket that will be answered via SMS, or text. For example, you want to send a reply to someone whose chat disconnected unexpectedly. 

• See How to find a patron's SMS number to learn how to retrieve the patron's cell phone number.
• Use the New SMS Ticket tab to send a reply text.
  • This kind of ticket does not allow you to route it to another Operator.
  • If you need another Operator to answer a question from a Ticket via SMS/text, fill out the New Ticket form and put the patron's cell phone number in the Question Details box.
• To sent an SMS/text message, fill out this form, using the patron's 10-digit cell phone number.

If you need more than 150 characters to answer the patron's question, click on "I need more space." This will provide you with an additional 150 characters. 

If a patron replies to an SMS/text message that an Operator initiated, it will appear as a new ticket. Click on the blue hyperlink under "Question" to claim the ticket and answer the patron's question.

Type your reply in the box labeled "SMS Response." You can either submit the reply as New, Open, Pending, or Closed.

Use Closed if you anticipate no follow-up questions, such as the example of library hours used here.

Use Open if you expect a reply; for example, you needed to ask the patron a question before providing an answer.

When you claim an incoming chat that is sent by text, the message screen will look like this. Click on the eye icon to View Ticket if you want to find the phone number from which the message was sent. This will bring you to a ticket page.

Look to the right side of the page for "Contact Details." The name will always be Anon. Under the name, you will see the patron's mobile phone number. Use this to create a ticket, or to send a reply if the user has disconnected.

If you want to view previous chats with this number (for instance, if the connection was lost and you want to review what was said until now), either click on "Anon" in the Contact Details box as shown above, or return to the original screen and use the "View other tickets from this patron" icon.

Screensharing can be very helpful, either by using your screen to show the patron what you'd like them to look at, or by viewing the patron's screen to see what they're doing or where they may have gone wrong. It also give you a way to talk to the patron while working them through their question instead of typing their/your replies.

Screensharing through LibAnswers is done via Zoom. You and the patron will both need to have Zoom installed on your devices.

Two scenarios are possible when using the Share Screen feature of LibAnswers:

1. The patron and you both have a microphone and speaker attached to your computer/device.
2. One or both of you do not have a microphone and/or speaker attached to your computer/device. 

Scenario 1

You can request that the patron share your screen. Start by asking if they are willing to do so, and if they have a microphone and speaker. If they do not have a microphone and/or speaker, skip to Scenario 2. If they agree and have both, click on "Request Screenshare."

Click on the green "Launch" button. The patron will see a similar box. If you do not have Zoom installed, you will be prompted to do it now.

Once in Zoom:

• Plug in your headphones/microphone if using.
• Be sure to unmute yourself, and remind the patron to do the same.
• Be sure your volume is on/up.
• Neither of you needs share your video.
• Have the patron share their screen in Zoom, or share yours if you'd like them to watch your screen.
• Talk the patron through the answer to their question.

Scenario 2

If the patron does not have a microphone and/or speaker, or if you are at a computer that is lacking either, you will need to use this method.

• First, explain to the patron (via typed response) that you'd like to have them share their screen, or that you'd like to share yours.
• Add that, because you don't have the needed audio equipment, you would like them to call you at the phone number you're at, such as your office phone or the reference desk phone. If they prefer, you can take their number and call them.
• If you are working from home, call the patron from your home phone, using *67 first to block caller ID. Let the patron know the caller ID will read Anonymous, Private, Unknown, or something similar.

 If they agree, click on "Request Screenshare."

Click on the green "Launch" button. The patron will see a similar box. If you do not have Zoom installed, you will be prompted to do it now.

Once in Zoom and on the telephone:

• Neither of you needs share your video.
• Have the patron share their screen in Zoom, or share yours if you'd like them to watch your screen.
• Talk the patron through the answer to their question.