Help Desk is a platform developed by Lark 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 share a help desk.
Users can enter a help desk under a certain scenario via the applink and QR code shared by its administrators. Administrators can also add other sharing scenarios to improve the efficiency of matching human agents to users.
- 1.Choose a scenario to share
Go to Settings > Basic Info > Share Help Desk, choose a scenario you want users to be in when entering the help desk.
There are two build-in scenarios that you can choose:
- •Enter help desk welcome page: users will visit the welcome interface and receive Welcome Message, Recommended Questions, or FAQs Category Card.
Note: You can set the welcome content on Settings > Help Desk Welcome Page.
- •Served by human agents matched via Skill setting: the system will invite agents to the group chat directly according to the Skilled-based routing setting.
Note: You can modify the skill setting on Settings > Ticket Assignment > Skilled-based routing.
- 2.The applink and QR code
To copy the applink, please click the applink button of the scenario, and share it where needed.
💡 This link can be inserted anywhere, even outside the app Lark. For example, a company can insert the help desk's applink into the customer service button on its official website. Customers can then consult the products or services on the help desk directly by just clicking the button.
To copy or download the QR code, please hover on the QR code button of the scenario, and then choose to Copy or Download the image from the panel.
You can also view the Clicks of each scenario on the Share Help Desk page
Note: The data here is Page View and will be updated within minutes.
- 3.Add and delete a scenario
You can add a scenario if you want users to be served by human agents directly instead of an AI bot:
Click Add Scenario on the Share Help Desk page. Then enter a Scenario Name and specify Agents, and click Generate on the pop-up panel. A new sharing scenario will then be successfully added.
To delete a scenario, click the rightmost button next to the scenario, and select Delete. Then Confirm to delete on the pop-up panel.
👏 Congratulations! You now know how share a help desk.