LibAnswers: Queues

Queues are your answer to quickly find service experts and avoid giving incomplete answers.

What’s a queue?

A queue is like a pipeline to help manage questions from customers. The library uses queues for specialties and teams of inhouse experts.

Use the queue when the ticket needs an expert!

Transfer a Ticket to a Queue

  1. Open the ticket and click on the Assign/Transfer tab.
  2. Select “Queue” in the Transfer to drop-down.
  3. Select which queue to transfer it to.
    The library currently has four:
    • Default – this is the main queue for tickets
    • Ebooks Team – good for technical questions about digital content
    • InterLibrary Loan – good for detail questions about an ILL request
    • TSCPL@SCHOOL – good for questions about student accounts
  4. Use the rich text editor to leave an internal note in the ticket when you transfer it.

One thought on “LibAnswers: Queues

  1. Debbie Stanton on said:

    Thanks Shannon! Queues are very useful, and I look forward to possibly even adding more in the future 🙂