Acting on tickets

1. Indicate Branch

In the Ticket Details at top of the ticket, click the word Empty next to Branch. Select correct branch. Doing this will facilitate canned messages information.

2. 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” or "Karim, this is an expensive NF item".

3. Post Reply vs. Internal Note information

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.

You can use Post Reply to ask follow-up, "Did you mean..." questions of the patron. The system will generate an email and send it to the patron. When the patron replies to the email, their response will be inserted into the ticket, and the agent will be notified.

Internal Notes are just that. Use at will. If a non-assigned agent puts an internal note on a ticket, the assigned agent is notified.

4. Completing the ticket – Notify patron of the result through Post Reply.

Add collaborator KK requests that branch managers be collaborators on all (non-staff) tickets. Adding a collaborator will “BCC:” the branch manager. Branches will contact the "phone reply" patrons.

• Click on the word “collaborator” in the Recipients section of Post Reply. Go through the steps to add a staffer’s email address.
• For "phone" patrons, 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.

If the patron is Phone Reply, I recommend starting with Branch Calls Patron response as a preamble, to visually cue to the branch manager that they'll need to make a call.

Choose Purchase Granted or Purchase Denied canned response, with text edited as needed. The original message is automatically appended to the end of these responses.

Change the Ticket Status dropdown from Open to Closed.

Click Post Reply.