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 FAQs in Help Desk.

I. Introduction

In FAQs, administrators can edit and delete categories, questions and answers. Deleted questions will be moved to Trash and can be restored within 30 days.

II. Instructions

1.Add and delete categories

Go to Help Desk Admin > FAQs, click the + button next to All Categories to add subcategories for FAQs, and then click Confirm.

Besides, you can also click the button on the right of the subcategories to edit or delete it, or to add more subcategories.

Note: Currently, up to 8 levels of categories can be added to the FAQs. The added categories will be displayed in the FAQs Category Card. If you enable this function, users can view up to 3 levels of questions by clicking the categories in the card. The categories at each level will be automatically ranked by popularity.

2.Add and edit questions

Click Add question button at the top right of the FAQs page to add questions.

2.1 Add multiple questions

•Click Multiple Questions, and then Download template.

•Fill in questions according to the required format in the template. Then upload the file, and click Confirm.

2.2 Add a single question

•Click Single Question.

•Fill in the question and answer, and then click Submit. If needed, you can click image or link button to insert more content, or copy and paste images and links into the edit box.

3.Modify and delete questions

3.1 Modify questions

To modify questions, click the question title or Modify button on the right of the question, and you will be directed to the edit page.

3.2 Delete questions

Select questions that you want to delete and click Delete.

Deleted questions will be moved to Trash. Click Trash to check all deleted questions, which can be restored within 30 days.

👏 Congratulations! You now know how to use FAQs in Help Desk.

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