Help Desk is a platform developed by Lark 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. If you would like to use this function, please contact our Customer Support. According to this guideline, you can learn about the special features of Help Desk and how to use it. 😊
In enterprise collaboration, employees often have 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 receive 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, Help Desk will quickly call the corresponding agents to answer.
1. Create Help Desk
Everyone in the enterprise can create unlimited number of Help Desks! The first step in creating a Help Desk is to go to the Help Desk's administration page, where the 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 Help Desk. On your computer, log in to the Lark App, select Contacts-Help Desk, click My Help Desk, and you will go to the Create Help 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 set up basic information including avatar, name and welcome message. After Help Desk is created, the status will be pending for approval. When administrator approved, owner can enable Help Desk. At 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 Desk? Please click: Create Help Desk
🏂Congrats! Here you have learned how to create a Help Desk. Next, let's take a look at how a company administrator review the Help Desk in Admin.
Note: Company administrator and Help Desk Owner is not the same. Company administrators are creators of accounts or application administrators who have Help Desk management permissions. The Help Desk owner can be anyone in the company.
2. Review Help Desk
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.
Need more information about managing a Help Desk? Please click:
Now, we will switch to the role of Help Desk administrator, and learn about the basic settings on the Help Desk management page.
3. Set up Help Desk
After the Help Desk being approved, you can enter the management page to set up Ticket Center, Agent Management, FAQs, report and settings.
Ticket Center
When user clicks Help Desk and chat with agent, ticket will be auto-created. In Ticket Center, administrator can view ticket information, export historical data to improve agent efficiency.
Click individual ticket to enter ticket information page. Add tags for tickets in order to search by category in the future.
For more information about operating the Ticket Center, please click:
Agent management
Help Desk owner can manage agents including add agent, set agents' skill and service hours.
For more information about Agent Management, please click:
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:
Report
Click Report button to view total number of tickets, number of tickets independently solved, number of closed tickets, number of tickets replied, number of first response tickets, average first response time, online time and satisfaction. Click Report-Export to export agent data in sheet format.
For more information about Report management, please click:
Settings
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.
Click Triggers to enable reminding agent to reply, upgrading and reminding the agent to close the ticket. Click Roles to edit owners, add and delete administrators.
For more information about Settings, please click:
👏 Congrats! You have mastered the methods of creating, reviewing, and setting up a Help Desk. You can create your own Help Desk now!