When should I create a ticket?
Answer
If the patron needs assistance beyond what can be provided via chat, please create a ticket so that they can receive follow up assistance.
How to create a ticket
- Springshare's directions on how to create a ticket during (or after) a chat
- Select the appropriate queue depending on what college the patron needs help from.
- Avoid selecting optionally assign to a specific user. Whether you are answering LOL chats, global chats, and/or for LibAnswers tickets, it is better to assign tickets to the queue (e.g. Cosumnes River College) rather than the individual librarian. Assigning the question to the queue ensures that whoever is on duty to reply to LibAnswers tickets can see and reply to the patron as soon as possible.
- Confirm the email address is free of typos.
- Provide internal notes to explain why the ticket was created and what follow-up the patron may need.
Related LRCQs
How do I transfer a chat if needed?
Is there a quick way to find out about the different services/policies of the Los Rios Libraries?