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MSU Libraries LibAnswers Helpdesk

This guide explains how to use LibAnswers as a helpdesk.

Create a ticket

Be advised: When you enter a ticket this way, the ticket's eventual recipient does not receive an email notification that they have a new ticket. Use this primarily for entering tickets for yourself or your team. For tickets you intend to go out of your department, use that department's public helpdesk interface or email address.


To create a ticket through the back end, click the down arrow next to Answers on the orange command bar and choose Create.

Screenshot of path to the ticket creation screen



  • Queue: Select the helpdesk you're submitting a question to - for best results, do this before you fill out any other fields!
  • Question: The summary of your ticket.
  • Question details: Describe your issue or question with as much detail as you can.
  • Asked by: You can enter yourself, or create the ticket on someone else's behalf by entering their name/email.
  • Custom fields like Urgency and Page Affected will appear here, for queues that have them enabled
  • User Agent & IP: You can leave these blank

Click "Create Ticket" to continue.

Screenshot of the ticket creation screen



Once you've created your ticket, you will get some editing options.

  1. At the top you'll see some ticket metadata:
    • QID - the ticket's ID number
    • Status
    • Queue
    • Owned by - at first this will be you, the ticket creator. Be sure to click the Unclaim button if you are not the one who will be doing the work!
    • Asked by - this will be you, or the person on whose behalf you entered the ticket. Click User History to see their past tickets.
    • Dates - when the ticket was entered, when it was last updated, and the agent's turnaround time.
  2. Below the ticket metadata, you should see the body of the ticket - summary, details, and who entered it.
  3. Any replies to the ticket would appear here.
  4. Here you can add a bit more detail with a Reply or an Internal Note, or assign the ticket to a specific person or move it to another queue using dropdown menus.
  5. Add tags if you want. Whoever takes the ticket will likely add more, or change if needed.
  6. If you need to attach a file, you can do so here.
  7. Expand the "Add Links" panel to add any links that are relevant to the ticket.
  8. Add anyone who needs to be CCd on the ticket.
  9. You can ignore this field.
  10. Make sure to select "Do not add to Analytics Dataset."
  11. If fields 11 through 14 do not disappear, you can ignore them.

When you're done editing your ticket, click the up arrow next to "Submit as Closed" and select "Submit as New". If you submit it as Closed, quite possibly no one else will ever see it!

Screenshot of ticket editing screen


Once submitted, you'll see the ticket one more time and get another chance to add info or assign/transfer.

Screenshot of completed submitted ticket