Help Desk is a platform developed by Lark for enterprises to integrate internal intelligent service accounts. By combining AI bots and human agents, Lark Help Desk provides smart customer support solution for instant and effective communication. Employees can help themselves through the Help Desk.
This article illustrates how to use the pre-inquiry form.
When Pre-inquiry Form is enabled, users must fill in the form set up by help desk administrators before chatting with agents. It helps agents solve users' issues faster and therefore shorten the resolution time.
Moreover, you can combine this feature with Ticket Assignment so the system will match the right agents for users according to the information they provided in the form. For more details, please see 🛎 Tips at the bottom.
To enable the pre-inquiry form, you must first add at least 1 custom ticket field, and then import it into the form, that is, set it to the information that needs to be provided by users.
Later, you can also set this custom ticket field as the condition of the ticket assignment, and the system will auto-match the right agents for users based on the information they provided under this field.
Go to Help Desk Admin > Settings > Pre-inquiry Form, if you haven't added any custom ticket field, click Add Field to add at least one before enabling the feature.
You can then add fields according to the information you want to collect from the users. For example, if you want them to provide information about their IT devices, add the field as shown below. For more instructions, see Add ticket fields.
Tips: If you'd like to add more, go to Settings > Ticket Fields, and click upper right button to Add Field.
- 2.Complete the Form Filling Guide
Go back to the page Pre-inquiry Form after adding the fields, and complete Form Filling Guide to indicate users fill it efficiently.
3.1 Now, you can scroll down to the section Form Fields, click Import form fields to select the fields you need, and Confirm that.
3.2 The page will jump back to Pre-inquiry Form, and click the left bottom button to Enable Pre-inquiry Form.
- 4.View and edit the form after the user submitted
Now, users can click Open the form to fill it in their help desk chats as shown below, and Submit it.
Agents can view and edit the forms submitted by users in the Ticket Board.
🛎 Tips: Combine Ticket Assignment with the form
To allow the system to match the right agents for users based on the form users submitted, please go Settings > Ticket Assignment > Skill-based routing, and click + Add Skills on the top right corner.
Then add the custom ticket field imported in the pre-inquiry form as a skill condition, and add agents corresponding to the skill.
For example: When setting up according to the image below, the information provided by the users in the form meets the following 3 skill conditions, the agents Anton will be auto-assigned to serve them. For more instruction, please see Set the Ticket Assignment.