Help is a platform developed by Feishu for enterprises to integrate internal intelligent service accounts. It combines customer service provided by system auto-response and agent to provide enterprise services. Employees can help themselves through the esk. If you would like to use this function, please contact our Customer Support. According to this guideline, you can learn about the special features ofand how to use it. 😊
In enterprise collaboration, employees often questions and don't know who to ask. Even they make lots of efforts and find someone who can answer the questions, they may not replies in time. To avoid such phenomena, we designed Help Desk.
Any department or individual in the enterprise can create and use Help Desk, and set auto Q&As regarding their business. When employees have a question, they can quickly find the corresponding Help Desk by searching the question type, and the intelligent customer service will answer immediately. If the intelligent customer service can not resolve the employee's questions, will quickly call the corresponding agents to answer.
Everyone in the enterprise can create unlimited number of Help Desks! The first step in creating a is to go to the 's administration pagethe creator can view and configure work orders, manage customer service, set their own intelligent question and answer knowledge base, statistics, and modify basic information of the . On your computer, log in to the, select Contacts-Helpesk, click My Helpesk, and you will to the Create Desk interface.
Note: The creator of Help Desk will automatically become the administrator of Help Desk. Also, the creator can add more administrators to this Help Desk.
On Create a New Help Desk page, owner can setup basic info including avatar, name and message. After Help Desk is created, the status will be pending for approval. When administrator approved, owner can enable Help Desk. At Feishu Admin, Help Desk creator can disable, delete and switch among Help Desks.
Note: Only Help Desk creator has the permission to disable, delete and switch among Help Desks.
Need more information about creating a new Help esk? Please click: Create Help Desk
Note: Company administrator and Help Desk Owner is not the same. Company administrators are creators of Feishu accounts or application administrators who have Help Desk management permissions. The owner can be anyone in the company.
Company administrators can view the status, category, name, application time and other related information of Help Desks. Also, company administrators can review, enable, disable and pin Help Desks here.
To update Help Desk information, select respective Help Desk, click Learn More to switch to Help Desk information page and edit accordingly.
Neemore information about managing a Help Desk? Please click: Manage Help Desk by administrators
Congrats! Here you have learned how to create and review Help Desk as a company administrator.
Help Desk owner can manage agents including add agent, set agents' skill and service hours.
For more information about Agent Management, please click: Use Agent Management in Help Desk
Click FAQs button to edit questions and add question categories.For FAQs batch upload, click Add Many.
Additionally, Help Desk administrator can edit FAQs, edit and delete question categories. When FAQs are deleted, they will be moved to trash and can be restored within 30 days.
For more information about FAQs management, please click: Use FAQs in Help Desk
Click Settings button, you can edit basic information and onboarding experience from General tab.
Note: Only the creator of Help Desk can disable it. Other Help Desk administrators do not have the permission to change Help Desk status.
Click Messenger to set scenario and agent distribution. Click Tags to add or delete tags of Help Desk.
👏 Congrats! You have mastered the methods of creating, reviewing, and setting up a Help Desk. You can create your own Help Desk now!
💕 Feishu is always at your service to build a healthy office. For more information Help Desk, please click here!