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Student Worker Manual

IDEAS Student Employee Manual


In this Level you will.....

  • Learn what a ticket is and how to answer them.
  • Complete a LinkedIn Learning course.
  • Give out keys from key box
  • Shadow new student employee training
  • Be alone at the desk for 30 minutes.

What is a Ticket?

What is a LibAnswers ticket?

  • A ticket is a question a patron submits from an email or SMS text. Chats can be made into tickets. Tickets show up on the home screen on LibAnswers. 
  • Tickets will not be answered immediately, it may take up to 48 hours for a ticket to be answered.
  • Tickets often contain questions that are more in depth than chat questions.

Review this training to learn how to answer tickets. You will first need to sign into your LibApps account. If you are having issues accessing your account, please let Jess know.

Each ticket on the LibAnswers homepage will tell you the QID (ID number), whether it is open (active) or closed, the queue it is in, the question, who claimed the question (or if it is unclaimed) and when it was last modified (submitted or someone answered it).

You will only answer questions in the Access Services queue! 

You will always want to preview the question before you claim it. If you click on the text of the question, you will claim it. When you claim a ticket or a chat, it indicates to all other staff members that you will answer it. if you claim the ticket and don't answer it, it may go unanswered. To preview a ticket, click the eye icon to bottom right of the text.

If you are able to answer the ticket you can claim it, then you can click "Go to Ticket Page" on the pop up. Or click the blue words.

If you claim a ticket that means you can answer the question!

You should check tickets in the Access Services queue at the beginning of your shift. Additionally, if you are signed into LibChat you will receive a notification in the LibChat "Tickets" tab when a ticket comes in during your shift.

How to Answer a Ticket


If you accidentally claim a ticket, you can click unclaim at the top right corner. Type your response to the patrons question in the text box.

After answering the question, you will need to send it to the patron. If you scroll down, there is a blue button that says "submit as closed". 

If you have answered the question and do not need any more information from the patron, then click "submit as closed".

If you need more information from the patron to answer their question, then click the arrow next to "submit as closed" and select "submit as pending". This means that you anticipate the patron getting back to you.

And that's how to answer a ticket!

LinkedIn Learning Course

To complete this LinkedIn Learning course, you must firstly sign in with you Northeastern University account by clicking the "Sign In" button on the top right and using your email account. Then click the link for the course below.


In this level, you will be able to access the keybox to give out keys.

This is an image of the keybox. It is located in the workroom across from the large alarm panel.

The code for the lockbox is 2350A, then turn the handle to the right. This will open the keybox. You will see the keys, and a list of the keys on the inner door. There are a few keys that you may need to give out regularly.

040 Archives- Part time Archives staff members often need this key in the morning. You may give it to a PT staff member that asks for it.

047 Writing Center- There is a list of Writing Center staff that may take the Writing Center key. Check that their name is on this list.

Alone at the Desk

When you are done reviewing all of the information in this level, please let Jess know.

Under staff member supervision, you will complete a thirty minute period as the supervisor of the shift. You will be responsible for the supervision of all the student employees working at the time.


Please complete this reflection when you are completed with this module. You may move onto the next level after notifying Jess.