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 set up custom ticket fields.
By setting up custom ticket fields, agents can better understand customer information from multiple angles, classify and circulate tickets, and facilitate data analysis and statistics.
1. Add custom ticket fields (administrator only)
Enter Help Desk and click Settings - Ticket Fields. To add a custom ticket field, just click + Add Field in the upper right corner.
There are two types of fields, Text and Drop-down. If you select Text, enter the field name and select whether it is required to fill the field when closing the ticket. Then click Save Changes.
If you select Drop-down, enter the field name and dropdown items. Select whether multiple selections are allowed and whether it is required to fill the field when closing the ticket. Then click Save Changes.
2. Modify or delete custom ticket fields
To modify or delete a ticket field, click the ⋮ icon at the right end of the field and select Modify or Delete.
III. Frequently Asked Questions
Q: How can agents use custom ticket fields?
A: You can use the following methods:
After the user finishes interacting with the agent, a custom ticket field window will pop up in the agent's app. The agent can add tags and click the ticket field below. If there are any required fields, the agent needs to fill the field before ending service.
To end service, the agent needs to go to the End Service page, edit tag and enter the required ticket fields.
Q: How to view the details of the ticket fields in the ticket center?
A: In the Help Desk Ticket Center, click the Expand button of the ticket field and select what you want to see in the pop-up window.
Click Ticket Info, and you can view all the details of the ticket field.
👏Congratulations! You now know how to set up custom ticket fields.
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