Single ticket

Scope

This covers Tickets as seen in the Single Ticket viewer in the Staff Control Panel.

Basic tools

Using the floating toolbar is recommended for most actions.

View / Modify the Details

User – The patron’s name is at the right of the details, followed by a number in parenthesis. This indicates the total number of tickets that this patron has submitted. User name is permanently tied to email address. The second set of parenthesis shows if any collaborators have been assigned to this ticket.

Branch – Please edit Branch in the ticket details.

Observing the origin of ticket thread.

This original posting includes some keys in the first line. Most notably is the presence / absence of the [add collaborator] tag, and branch super / asst email addresses. This is a visual cue to remind you to add a collaborator later.

The remainder of the first post is the data submitted by the patron from the mfrl.org webform.

Acting on a ticket

Assign(ed) to agents / Claim the ticket

The system will assign the agent based on Patron input. If you are part of a team (RS/LS), you should claim the ticket. Otherwise, it’s been done automatically.

If the ticket should be handled by someone else, you can assign the ticket to another Agent / team. It’s best to put a note in the Assign to Agent dialog box, like “this is really a youth item”.

If you have a question about a purchase that should be handled by a superior, you should also use Assign to Agent. For example, a note in the Assign to Agent dialog box could be “Hey Karim, this NF title is four years old. Should I buy it?”. In turn, Karim could reassign to the original Agent, “Only if we have no other Titles on the subject.”

Post Reply vs. Internal Note – be aware that Post Reply entries will be sent via email to the patron. Internal Notes do not. Do not confuse these two! I recommend getting into the habit of using the Reply / Internal Notes tools from the floating toolbar.

Completing the ticket – Notify patron of the result.

While less likely, the Post Reply can be used to ask follow up questions of the patron (“did you mean Season One?”). This will send an email to the patron (if provided). The patron would Reply to the email, and their response will be posted in the ticket and also alert the agent.

Most likely, Post Reply would be used to communicate the result to the patron.

If a patron has indicated “email reply”, there is no [add collaborator] tag at the top of the ticket.

If the patron has indicated they would like to be notified by phone, we need to include someone from the branch as a collaborator. This will “CC:” the branch manager, giving them notice to call the patron.

Click on the word “collaborator” in the Recipients section of Post Reply. Go through the steps to add a staffer’s email address. You may notice that “noreply” is listed as a recipient; this is OK.

Response: In most cases, Canned Responses would be recommended. Canned Responses import editable text into the Response at the current location of the cursor. For email recipients, Purchase Granted or Purchase Denied should suffice, with text edited as needed.

If the patron is Phone Reply, I recommend inserting the Send to Branch response as a preamble, and at the end of the reply add the Original Message canned response. Original Message sends all of the patron submitted data to the branch, giving them enough information to make an educated phone call.

Before Posting the Reply, you'll likely want to change the Ticket Status dropdown from Open to Closed.