How to Use WPS Help Desk Settings on macOS

Use WPS Help Desk Settings through 10 how-to topics that cover entry, base setup, interface options, rule management, and open configuration; all 10 topics are available without membership.

How-to Index

How-to Guide

1. Open the Help Desk Settings page

Entry path: Workspace → Service Desk → Manage Service Desk → Help Desk Settings

1. Click Workspace in the left navigation area.
2. Open Service Desk to enter the service desk home page.
3. Click Manage Service Desk.
4. Click Help Desk Settings.
5. Confirm that categories such as Basic Settings, Rule Management, and Advanced Settings appear on the left.

Success Criteria

• The Help Desk Settings page opens successfully.
• The settings categories are visible in the left navigation area.

Tips While Using

• You need service desk management permissions before opening this page.
• If the management entry is missing, confirm the current team and permission status for the signed-in account.

2. Configure basic information

Entry path: Help Desk Settings → Basic Settings → Basic Information

1. Click Basic Settings on the left.
2. Open Basic Information.
3. Review or update the service desk owner.
4. Select service desk admins.
5. Set the visibility scope and disabled scope.
6. If needed, open More Actions and choose Delete Service Desk.

Success Criteria

• The owner, admins, or visibility settings are updated.
• The basic information items are visible and editable.

Tips While Using

• Confirm whether the team still needs the service desk before deleting it.
• The owner and admins handle different responsibilities, so it helps to confirm role assignments before making changes.

3. Configure the user interface

Entry path: Help Desk Settings → User Interface → Custom Menu / Share Service Desk

1. Open the User Interface category.
2. Go to Custom Menu and click Add Menu.
3. Set the menu name and click behavior.
4. Go to Share Service Desk and click Add Scenario.
5. Configure the scenario name, then copy the link, view the QR code, or disable the scenario as needed.

Success Criteria

• A menu item is added or updated.
• A shareable service desk scenario is created.

Tips While Using

• Share scenarios are useful for different entry points or business channels.
• Menu content should match common user inquiry paths so users can reach information more quickly.

4. Configure working hours

Entry path: Help Desk Settings → Rule Management → Working Hours

1. Open Rule Management.
2. Click Working Hours.
3. Select the time zone.
4. Set working days, start time, and end time.
5. Add custom holidays and adjusted workdays as needed.
6. Save the settings and confirm that non-working-hour rules can work together with auto replies.

Success Criteria

• Working hours and holiday rules are saved.
• The service desk can control live support availability based on the configured schedule.

Tips While Using

• Working hours affect when users can call human support.
• Update holiday and adjusted workday settings whenever the actual schedule changes.

5. Configure ticket assignment

Entry path: Help Desk Settings → Rule Management → Ticket Assignment

1. Open the Ticket Assignment page.
2. Click Add Skill to create an assignment skill.
3. Set the skill name and related agents as needed.
4. Check whether Smart Matching needs to be enabled.
5. Configure the all-skill agent list.
6. Set the maximum number of assigned agents, assignment method, queue method, and primary agent method.
7. Review the fallback rules.

Success Criteria

• Assignment skills and ticket-taking rules are saved.
• Tickets can be assigned by skill, workload, or rotation.

Tips While Using

• The page marks Smart Matching as requiring enterprise AI-related rights.
• In multi-agent workflows, review both the primary agent rule and queue limit together.

6. Configure auto replies

Entry path: Help Desk Settings → Rule Management → Auto Reply

1. Open the Auto Reply page.
2. Enter the auto reply content for cases where no agent accepts a ticket during working hours.
3. Enter the auto reply content for non-working hours.
4. Check whether the time wording in the reply is clear.
5. Click Save.

Success Criteria

• Both working-hour and non-working-hour auto replies are saved.
• Users can receive the preset reply in the matching scenario.

Tips While Using

• Auto reply content should include the next step whenever possible.
• If working hours change, review the non-working-hour reply text at the same time.

7. Configure ratings and feedback

Entry path: Help Desk Settings → Rule Management → Ratings and Feedback

1. Open Ratings and Feedback.
2. Turn on Allow users to submit feedback if needed.
3. Turn on Allow users to choose a specific reason when they rate an answer as unhelpful if needed.
4. Review the default reason options.
5. If needed, click Add Option to add more reasons.
6. Confirm the rating rules for human support.

Success Criteria

• Feedback and rating options are enabled or updated.
• Unhelpful-answer reasons can be expanded for the team.

Tips While Using

• Feedback options should stay close to common service issues.
• Review rating results regularly to improve knowledge answers and live support workflows.

8. Configure tag management and ticket fields

Entry path: Help Desk Settings → Rule Management → Tag Management / Ticket Panel Fields

1. Open Tag Management and click Add Tag.
2. Add tags for ticket classification.
3. Open Ticket Panel Fields.
4. Review the current enabled fields and their status.
5. Click Add Field to add a new field.
6. Disable fields that are not currently needed.

Success Criteria

• Tags are created or updated.
• Ticket panel fields support the current information collection needs.

Tips While Using

• Tags are useful for quick ticket classification and filtering.
• Pre-chat forms depend on configured ticket fields, so newly added fields can be imported into forms afterward.

9. Configure pre-chat forms and agent reminders

Entry path: Help Desk Settings → Rule Management → Pre-chat Form / Agent Reminder

1. Open Pre-chat Form.
2. Turn on the Enable Pre-chat Form switch.
3. Set the form guidance text.
4. Click Import Form Fields and choose from existing ticket fields.
5. Save the form settings.
6. Open Agent Reminder.
7. Set the first no-reply reminder, repeated reminders, ticket escalation, and end-of-human-ticket rules.

Success Criteria

• Users can complete the required form before entering human support.
• Agent reminder rules are active according to the response timing requirements.

Tips While Using

• If ticket fields are not configured first, the available form fields will be limited.
• Reminder frequency should match the team response target and avoid unnecessary interruption.

10. Configure open configuration

Entry path: Help Desk Settings → Advanced Settings → Open Configuration

1. Open Advanced Settings.
2. Go to Open Configuration.
3. View the service desk ID.
4. View or reset the signature key as needed.
5. Turn on Third-Party Bot if needed.
6. Save the settings.

Success Criteria

• The identifier information in open configuration is available.
• The third-party bot switch and related settings are saved.

Tips While Using

• After a third-party bot is enabled, reply handling follows the third-party capability.
• Before changing open configuration, confirm the team integration plan and maintenance arrangement.