Skip to Main Content

LibAnswers Training Guide for UL Employees

This is a guide for how to use LibAnswers at the CMU University Libraries. The guide includes materials for learning about the system, and our policies for use.

Actions on a Ticket

There are three main actions you can take on a ticket:

1. Create a Reply - reply directly to the patron.

2. Send an Internal Note - send a note to someone before or after you respond to the patron.

3. Assign the ticket to a user (i.e., claim it for them) or Transfer the ticket to another queue.

Create a Reply

This is how you communicate with the patron

Send an Internal Note

This is how we communicate with each other.

Assign or Transfer the Ticket

If you know who should answer the question or the question is best suited for another queue, use the Assign/Transfer area to send it to the right answerer.