When replying to a student via a ticket, what status should I "Submit Reply as"?
Answer
When answering a ticket, using the Create a reply editing box allows you to send the reply to the user as an email. This will go to the email address listed under Contact details.
When you send a reply, you should choose Submit Reply as Closed, even if you are asking the student for more information. Many students will choose not to respond further. If they do respond, their response will change the ticket status back to Open and it will appear in the dashboard.
Please resist the temptation to choose Submit as Pending, since this status can lead to tickets staying in the dashboard for a very long time. Submitting as Closed allows the list of tickets we see to reflect issues we still need to work on, rather than tickets that we have already worked on.
If you are intending to confer with colleagues about the ticket even after you submit the reply and you want them to view the ticket in LibAnswers, then you can choose Submit as Open, since the ticket is still an open issue.