When you click on a ticket, you claim it. If you don't want it and want it to be available for other agents to claim, you will need to click Unclaim.
You can avoid claiming a ticket by clicking the Quick Look button (a little eye icon) from a ticket list.
The ticket's history is right at the top, so you can immediately see everything that has been done. It's even color-coded - the blue is the asker, while the orange is the agent's response. It also displays who the response was emailed to.
On the right side there's a gear icon that hides additional ticket options, to edit the ticket or merge it with another (useful if there are duplicate tickets).
Add or edit tags as you wish, to help you easily find related tickets later.
If you know the question has been answered before and is stored in the system as an FAQ, check out the Reuse Answers box. It recommends answers from the system; if none of those apply, you can search for one by keyword, or use its ID number to pull it in.
If none of the FAQs fit, you can create your own reply.
Sometimes you need to add a note to self, or to others following the ticket, that the original questioner doesn't need to see. For these situations, use the Internal Note function. These are color-coded black so you can easily tell them from your or the questioner's comments.
To give the ticket away, click the Assign/Transfer tab.
You can transfer to individual users, which you can choose from a dropdown menu of LibAnswers accounts, or to another queue, so that the admin of that queue can assign it to the right agent.
If you have any screenshots or files to add, you can do that here. Files that have already been added will display here as well so that you can download or view them.
You can CC your response to any registered LibAnswers user using the dropdown menu. Also, as you answer tickets you will build an Address Book of unregistered users, and can select any of those to CC.
By default, Add to Analytics will probably be set to "Do not add to Analytics Dataset". Different departments or groups may set up an Analytics Dataset to further analyze transactions. If your queue admin has not specified otherwise, you can leave this on "Do not add".
Be careful when submitting your changes! Click the up arrow next to the submit button to choose how you want to submit.
