LibAnswers: Answering tickets

LibAnswers: Answering tickets

Wednesday, January 17, 2018
Time U.S. ET:
12:00pm - 12:30pm
Michelle Lustig
Products Covered:
User Level:
All Users

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Previously Recorded Session

In this session:

A ticket represents a conversation between you and your patrons - their question, your answer, and any other replies! Tickets can also contain internal notes - for example, a conversation between you and a colleague, or an internal note containing information that might be useful to others answering similar tickets. Learn best practices for answering tickets and how you can use your system to better communicate with your colleagues.

Learning Objectives:

  • Answering a ticket from email or question form
  • Answering a ticket from SMS
  • Creating tickets
  • Turning a ticket into an FAQ

Recommended Help Guide: Tickets: Replies & Internal Notes

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