Help Desk is a platform developed by Feishu for enterprises to integrate internal intelligent service accounts. By combining AI bots and human agents, Help Desk provides smart customer support solution for instant and effective communication. Employees can help themselves through Help Desk.
This article illustrates how to use Ticket Center in Help Desk.
Ticket will be auto-created when users chat with the AI bot or an agent. In Ticket Center, administrators can view ticket information, and export historical data to improve agent efficiency.
1. Create Ticket
Users can select Workplace - Help Desk, then use the search bar to look for a specific Help Desk. Once the user clicks a help desk and starts chatting with the AI bot or an agent, a ticket will be auto-created.
2. View Ticket
Click Ticket Center to view both agent ticket and bot ticket. To view the details of a ticket, just click the the ticket.
You can also add tags and fields to this ticket which can help you sorting and searching tickets.
On the ticket information page, you can click Filter and then :
3.1 Filter tickets by Sources:
- ◦QRcode: Users enter this help desk via a QR code
- ◦Search: Users enter this help desk via searching
- ◦App Request: Users enter this help desk via the tickets requested by agents.
- ◦Help Desk app: Users enter this help desk via Workplace - Help Desk.
3.2 Filter tickets by Agent: Enter an agent's name to check the tickets.
3.3 Filter tickets by User: Enter an usert's name to check the tickets.
3.4 Filter tickets by Status: Select a status from the list to check the tickets.
3.5 Filter tickets by Satisfaction: Select an option from the list to check the tickets.
3.6 Filter tickets by Date Range: Select a date range to check the tickets generated during the range.
4. Export Ticket
Click Export, and your tickets in the last 1 month will be exported by default.
To export tickets within a certain date range, simply set the respective date range accordingly.
Note: The system defaults to export up to 5000 latest tickets at a time.
👏Congratulations! You now know how to use Ticket Center in Help Desk.
💕Feishu is always at your service to build a healthy office. For more information about Help Desk, click here!