WPS Help Desk Settings on macOS FAQ

Last updated:July 23, 2026

When using WPS Help Desk Settings on macOS, common questions usually focus on permissions, rule behavior, assignment logic, and form-field setup; this FAQ covers 5 frequent questions.

FAQ

Why can’t I see the Manage Service Desk or Help Desk Settings entry?

  1. Confirm that you are signed in to the correct team.
  2. Check whether your account has owner, admin, or related management permissions for the service desk.
  3. Return to the service desk home page and open Manage Service Desk again.
  4. If the entry is still unavailable, contact the current service desk owner to review your permissions.

How do working hours affect human support after I configure them?

  1. After the setting is saved, users can call human support only during the configured working hours.
  2. If a user requests human support outside working hours, the non-working-hour handling logic applies.
  3. If auto replies are configured, the non-working-hour reply content is used.
  4. When holidays or adjusted workdays change, update those settings at the same time.

What is the difference between round-robin assignment and workload-based assignment?

  1. Round-robin assignment cycles tickets through the agents under the matching skill.
  2. Workload-based assignment sends a new ticket to the matching agent with fewer active tickets.
  3. If the team wants balanced rotation, round-robin is usually the better fit.
  4. If the team wants to react to current workload, workload-based assignment is usually the better fit.

Why can’t I add any field directly to the pre-chat form?

  1. Fields used in the pre-chat form must be configured first in Ticket Panel Fields.
  2. Open Ticket Panel Fields and add the fields you need.
  3. Return to Pre-chat Form and use Import Form Fields to select them.
  4. Save the form and review the display result.

What changes after I enable a third-party bot?

  1. Open Open Configuration under Advanced Settings.
  2. After Third-Party Bot is enabled, reply handling follows the third-party capability.
  3. Standard knowledge-base and team-document reply logic no longer remains the main reply path for that flow.
  4. Before saving, confirm that the connected third-party service is ready to respond as expected.

Glossary

TermDefinition
Service desk ownerThe main manager of the service desk who can transfer ownership and coordinate key settings.
Ticket assignmentThe rule set that routes user requests to agents by skill, workload, or other logic.
Pre-chat formA form users complete before entering human support so the team can collect issue details in advance.
Primary agentThe main handling agent designated when multiple agents join the same ticket.
Open configurationThe settings area used to view service desk identifiers and manage options such as third-party bots.