Library Services Assistant Guide

Individuals can claim tickets to show who is responding to which query.  

Tickets will automatically be claimed by whoever opens the ticket first. Alternatively, you can claim a ticket by opening the ticket, and pressing the Claim button at the top of the page.  

How to view a ticket without claiming it 

It is possible to view new tickets without claiming them/having ownership assigned.  

1. Open the Dashboard tab, located at the top of the page.  

2. Locate the ticket you wish to view. Press the eye icon next to the header.  

3. This will open a preview of the ticket . Scroll to the bottom of the preview and press the Preview button, to open the ticket fully without claiming ownership.   

How to Unclaim a ticket  

To unclaim a ticket, either to remove yourself from a ticket or take over from someone else, open the ticket and press Unclaim next to the owner’s name.  

The ticket can then be claimed by yourself or another individual.  

When actioning a ticket, there are four options on how to do so . 

Action as New – to mark as a new ticket that needs attention.  

Action as Open – to mark as we need to get back to the patron 

Action as Pending - to mark as the patron needs to get back to us / we are awaiting a response 

Action as Closed – to close the ticket and mark as complete 

Actions include:

Submit - Submit a response

Post - Post an internal Note

Transfer - Assign or Transfer

Sometimes we receive multiple emails from the same individual or duplicate emails . In this case we can merge tickets.  

1. Open the original ticket, that you wish to keep as the main ticket.   

2. Copy the Ticket ID number.  

3. Now open the email you wish to merge. Press the Merge button from the drop-down menu.  

4. The following pop up window will appear. Enter the original ticket number into the box Ticket ID. 

5. Once you are happy with the details, press Merge a second time.  

6. The two tickets will now be merged, and an internal note will show as such.  

To close a ticket, simply submit response as Closed. You can still press submit as closed, even if you have not created a response i.e. if it’s a newsletter or spam email.  

Searching for Tickets 

There may be instances where you want to search through closed tickets to: 

• View previous correspondence with a patron
• Get an idea about how to tag an answer a ticket you are dealing with. 

To search through closed tickets, follow the below instructions:

You can access/search closed tickets by using the filter along the top of the dashboard.

1. Click the drop-down box next to ‘Status’ and select ‘Closed’ from the drop-down menu.
2. Click the blue ‘Filter’ button. This will retrieve all closed tickets.
3. You can search these tickets by name of enquirer and by email of enquirer.
4. You can retrieve closed tickets to the dashboard by clicking into the given ticket, scrolling to the bottom of the email and submitting as either ‘New’, ‘Open’ or ‘Pending’.

You can also access/search closed tickets by selecting ‘Create’ along the top bar, and clicking ‘Tickets’ on the subsequent drop-down bar (this method will provide more comprehensive search options).