Macros are here to speed up your librarians' workflow when answering frequently asked questions. While the existing “Reuse Answer” functionality works for this too, we thought it would be great to create a “definitive” answer to certain questions. And how cool it would be to adjust other internal settings, like adding tags and changing the question status, when a macro is chosen. And what if we added the ability to auto-populate key patron data, anything from their name and email address to answers they provided in your question form, to each macro in template form? We got so psyched thinking about this idea, we had to make it happen. And now, Macros are here!
System Admins, head to Admin > Macros to create a new macro. Once you’ve set up a macro, it will appear on the ticket answer page as a new drop-down option.
For sites with a high volume of incoming tickets, the standard Dashboard view can feel a bit like the wild west – untamed at best, and downright deadly at worst. We figured we’d add a way to tame the madness, so we’re introducing Views. Views basically act as a saved set of filters, enabling you to create your own quick-jump menu for the tickets you need to see.
Admins and Regular level users can head to Admin > Views to create a new view. Admins will also see an option to “Share this View” – this will make your customized view available to everyone in your LibAnswers system.
We’ve added extensive email templates and brand new mustache tokens to help you customize every email sent from the LibAnswers system. You can now customize all internal emails (for ticket transfers/assignments, internal notes, address book transfers, etc.) with the same template type options available for public emails (i.e., emails sent to patrons). We’ve also vastly expanded the available mustache tokens, which makes it super easy to automatically pull key system information into an email -- without having to type it in manually for every email. Admins, head to Admin > Queues > Edit Queue > Email Templates to see all the new functionality.
With this update, we’re also changing a key email reply behavior. Previously, there was a single email template shared by both internal notes and ticket transfers, and they were treated the same – when someone received an email notification in their inbox and clicked Reply (in their email client) to respond, that email would be sent back to LibAnswers as “internal” content, out of the view of patrons. As of this update, this behavior will change:
The all new Systems & Status Management Tool is now available in LibAnswers v2! For all existing LibAnswers subscribers, we have detailed information on how you can trial this tool, for free, from January to December 2015!
New subscribers to LibAnswers will see the S&SM Tool as part of their subscription.