Finally, along the right side of the ticket screen, there are a few tools to help you.
Each queue has a form associated with it. Form for the Training queue: https://cmu.libanswers.com/form?queue_id=5274
Each queue has an email address associated with it. Email address for the Training Queue: training@cmu.libanswers.com
Manually Create Tickets
Log in to LibAnswers: https://cmu.libanswers.com/admin/home
Click the drop down titled “Answers” in the top orange menu
Select “Create”
Select Training Queue
Fill in the details
This top section shows metadata about the ticket including its status, what queue it is currently in, who has claimed it, who asked the question and dates associated with the ticket.
Next is the area where you can see the actual question that was asked and any responses to the patron or internal notes.
There are three actions you can take on a ticket. Create a reply to the patron, send an internal note to someone or assign/transfer the ticket to someone or another queue.
At the bottom of the ticket are several mixed items. You can: attach files if needed to your replies or internal notes, CC other people on a message to keep them informed or bring them into the conversation, add questions to an FAQ page and add statistics about this question.
