I. Intro

Administrators can create multiple skills on Help Desk to distribute tickets to agents. After the agent skill feature is released, the previous FAQ skills will be migrated to the skill conditions. Assigning tickets based on skills can improve the efficiency of ticket distribution, reduce pressure on agents, and allow users to get their questions successfully answered more quickly.

If you would like to use this function, please contact our Customer Support.

II. Steps

1.View skills

Go to Help Desk - Settings - Skills to view the skill name and the number of agents with the corresponding skills.

Note: Every Help Desk has a built-in skill called "All Skills". With the migration of the previous FAQs, agents that belong to all FAQ level 1 category as well as other skills, agents that belong to all FAQ level 1 category, and agents that belong to other skills will be linked to "All Skills" by default. Agents corresponding to only part of FAQ level 1 category will have their skill names generated by the system. Help Desks that used the VIP feature will have VIP as the skill name after migration.

2.Add skill

Go to Settings - Skills, click the Add Skills button, fill in the skill name, select skill conditions, and add the corresponding agents.

Note: In Skill Conditions, the "Language" matches the language settings of the user's Lark app. "City" matches the city on user's Lark name card, and the exact city name needs to be manually entered. "Team" visibility is controlled by the Suite Admin through organizational visibility settings and can take three forms: Visible to all teams; visible to this team; invisible.

3.Set ticket assignment rules

Go to Settings - Ticket Assignment Rules, fill in the maximum number of agents for each ticket, select allocation method and set the queuing rules.

Note: When the ticket matches at least one specific skill, if the agents with the specific skill are online, they will enter the group. If agents with the specific skill are offline, the ticket will be assigned to "All Skills" agents. When the ticket doesn't match any skill, it will be assigned to "All Skills" agents. When "All Skills" agents are offline, tickets will still be assigned, and the administrator will be notified that no agents are online. When no agents are linked to "All Skills", the administrator and users will be notified that there are no available agents.

4.Edit or delete skills

Go to Settings - Skills, click the ... icon at the right end of each skill and select Modify or Delete.

Note: Skills built in the system cannot be deleted.

5.Manage agents

Go to Agent to add or delete agents.

Note: If a deleted agent is the last agent linked to a skill, the corresponding skill will also be deleted.

Click the ... icon at the right end of each agent and select Modify. You can click on the blank space in the skills section to add new skills, or click on the X icon on the skill tag to delete a skill.

👏 You have learned how to assign tickets based on skills.

💕 To learn more about Help Desk, click here!