In this Level you will.....
Please complete by September 17th
What is a ticket?
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.
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.
When you are done reviewing all of the information in this level, please let me know. I will pop onto one of your shifts to practice "being alone". You will be the one in charge but I will be there for backup/help if needed.