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 agent ticket board.

I. Intro

Agent ticket board can help agents view user and ticket information quickly and edit tickets in real time to improve efficiency. In complex customer service scenarios, businesses can customize user fields. Moreover, in the face of time-consuming tickets, agents can also change ticket status to pending.

II. Steps

1.View user and ticket information

Click the ticket board icon on the right side bar to enter the ticket board. Here you can view user and ticket information.

Note: User information includes default content (profile photo, name) and customized field (channels, start time and ticket status). If needed, the agent can change the ticket status to pending. The pending status is only visible to the agent and the users won't see it.

2.Add ticket tags

Agents can add tags to the ticket in real time to facilitate follow-up and ticket organization.

3.Add ticket review

For future follow-ups, agents can also add comments to the ticket (only visible to agents). Remember to click Submit to save comments.

4.End of service (close a ticket)

•Desktop app: Click End Service at the bottom right corner.

•Mobile: Click End Service at the bottom of the page.

•Tablets:

iPad supports the customer service mini program entry and Ticket Board viewing, helping agents quickly view users and ticket information and edit tickets in real time, which boosts processing efficiency.

Note: Your Feishu client must be upgraded to V5.2 or later.