I. Intro

Availability: Some of the features described in this article are in beta.
Who can perform these steps: Help Desk administrators or agents with Help Desk admin console permissions.

The Help Desk FAQs are part of the Feishu Help Desk. Questions and answers added to the Help Desk FAQs can be queried and referenced by agents, and can also be used for responses by the Help Desk bot.

II. Steps

Add categories

Go to the Help Desk admin console and click FAQs.

Note: If the FAQs have already enabled multi-language service, select the language for which you want to add the category in the upper-right corner, and then proceed with the following actions.

Click + to the right of All Categories at the top left of the page to open the Add subcategory window.

Enter the category name and click Confirm to add a subcategory under All Categories.

Hover over the ··· icon on the right side of the subcategory and click Edit name to edit the category name. You can also add a subcategory, or delete the subcategory.

Note: Currently, a maximum of 8 levels of categories can be added in the FAQs, and the categories will be displayed in the FAQs category card of the Help Desk bot. When using the Help Desk bot chat feature, users can click the question category on the card to view up to 3 levels of questions. Categories in each level are automatically sorted by popularity.

Add questions

Go to the Help Desk admin, and click FAQs.

Click the category where you want to add a question.

Click Add Question on the right side of the page, and you can select Single Question or Multiple Questions.

Note: The Help Desk FAQs can display a maximum of 10,000 items. Make sure to control the number of added questions.

Add a single question 

Click Single Question, and fill in the following information:

Question (required): Enter a complete question with a maximum of 100 characters, ending with a question mark.

Similar questions (optional): You can add related questions with a similar meaning but are asked differently. After entering a similar question, click Add to save the question. Then a message "[number] questions are added" will display. You can add up to 200 similar questions.

Answer (required): Enter the answer to the question. Click the buttons in the lower-left corner of the input box to add an image (.jpg, .png, or .gif format) or a hyperlink. You can also directly paste the image into the edit box.

Set the effective and expiration time.

Click Save.

Add multiple questions

Click Multiple Questions to open the Local File window.

Click Download template in the lower-left corner.

Fill in the sheet based on the template.

Return to the Local File window and upload the sheet.

Note: If duplicate questions are detected in the sheet, follow the prompts to confirm.

Modify and delete questions

Navigate to the issue that you want to modify or delete, select Modify or Delete in the Action module. 

Deleted issues will be temporarily kept in the Trash. Click Trash in the upper-right corner to view the deleted issues. You can restore the question from the Trash within 30 days after deletion.

Export Help Desk FAQs

Go to the Help Desk admin and click FAQs.

Click Export on the right side of the page to export the questions in the Help Desk FAQs to a sheet.

Note: You can export a maximum of 10,000 questions from the Help Desk FAQs. Make sure to control the number of added questions.

View FAQs action records

The feature of FAQs action records is in beta. 

Go to the Help Desk admin, and click FAQs.

Click Standard Q&A > Action Records to view the action records of the Standard Q&A. Action records include the following information:

Category management: adding, modifying, deleting, and moving

Question management: adding, modifying, deleting, and restoring

III. FAQs