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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
  • Create Proxys
  • Shadow training
  • Be alone at the desk for 30 minutes.

Please complete by September 24th

What is a Ticket?

What is a ticket?

  • A ticket is an email or SMS text. You can make chats 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 then chat questions.

The ticket will tell you the QID (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! 

Similarly to chats, you want to preview the question before you claim it. Click the eye icon to preview a ticket.

If it is a ticket you can answer, 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, 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!

Please contact me when you are done reviewing this information to set up a brief Zoom meeting.

LinkedIn Learning Course

Creating Proxys


Alone at the Desk

When you are done reviewing all of the information in this level, please let me know. You will be the supervisor at the desk for thirty minutes.