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.
In FAQs, administrators can add question categories and content, or upload files of questions according to templates. Additionally, question categories and content can be edited or deleted. Deleted questions will be moved to Trash and can be restored within 30 days.
1. Add categories
Go to the FAQs, click the + button next to All Categories to add subcategories for FAQs.
Besides, you can also click the button on the right of the subcategories 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.
Add a single question
- •Click the Add question button at the top right of the page to add a single question.
- •Fill in the question and answer and click submit.
When you need to add many questions in the FAQs, click the Multipul Questions option in the Add Question button. For FAQs batch upload, click Upload to download FAQs template, fill in questions according to the required format, upload the file, and click Confirm.
3. Edit FAQs
To edit questions, click the question title or Modify on the right of the question and you will be directed to the edit page.
Modify Question Category
Select respective questions, click Edit name to modify the category.
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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