I. Intro

Who can perform these steps: Help Desk administrators. 

Help Desk is a platform developed by Feishu for enterprises to integrate internal intelligent service for employees. It offers a combined automated customer support and human agent customer service experience to solve problems for employees in the enterprise.

Settings consists of General, Manage and Advanced modules. 

In General, you can set basic info, onboarding and status.

In Manage, you can set scenario management and agent distribution, add, edit or delete ticket tags.

In Advanced, you can set triggers to remind agents according to certain scenarios and set roles of owners and administrators. 

II. Steps

1. General settings

Basic Info

Click Settings - Basic Info to update profile photo, languages and name. In addition, you can generate QR code and URL link for users to quickly access Help Desk.

Onboarding

Click Settings - Onboarding to edit bot description, welcome message and welcome category card.

Setup multi-language option

Click Edit and select English, fill in the English version of name and welcome message.

Set up bot description, which will be shown to users in chat window.

Set up welcome category card

Add category in FAQs, then go to Onboarding page to add category card and save accordingly.

After turning on sending welcome card, users will receive welcome category card when users enter Help Desk, and agents with matching skills will help solve users' specific questions accordingly.

Help Desk status

Click Settings - Status to switch to Help Desk status page. To disable Help Desk, click Disable accordingly. Enter reason, then click Confirm to disable Help Desk.

2. Management 

Messenger management

Scenario management

Administrator can setup messenger scenario by selecting either exclusive for each user or only available in a regular group.

Agent distribution

Administrator can set up the number of involved agents in each ticket. Administrator can set up specific agent for VIP user inquiries to track VIP users' needs.

Tag management

Administrator can add and set tags.

View tags

Click Tags on the left hand to check usage for ticket tags and FAQs tags.

Add tags

Click Settings - Tags - Add Tags to add respective tags.

Edit tags

Click the tags and you can edit them directly.

Delete Tags

Select tags and click Delete on the top to delete selected tags.

3. Advanced settings

Triggers

Triggers is to remind agents according to certain scenarios, so as to improve experience for both users and agents.

Remind agent to reply

Set trigger of reminding the agent to reply, system will remind agent to reply according to selected rules.

Ticket escalation

Set trigger of upgrading to remind administrator or agent's direct supervisor when agent does not respond to users within the given time, this is to resolve user inquiries in time and improve agent efficiency.

Remind agent to close ticket

Set trigger of reminding the agent to close ticket/auto closure of ticket to remind agent to close ticket / auto close ticket when users do not respond within the given time.

Roles

Administrator can set up roles for this Help Desk.

Edit Owner

Click Settings - Roles - Edit Owner to edit the owner of Help Desk.

Add administrator

Click Settings - Roles - Add Administrators to add multiple administrators.

Delete administrator

Click Settings - Roles, click Trash on the right of administrator row to delete administrator.