WPS Help Desk Settings on Windows FAQ

When using Help Desk Settings, common questions usually involve permissions, rule activation, assignment logic, and form field setup; this FAQ includes 5 common questions and a glossary.

FAQ

What is the difference between the service desk owner and admins?

1. The service desk owner has higher management authority and can transfer ownership.
2. Service desk admins are assigned by the owner and are suitable for daily setup and maintenance work.
3. Before changing tags, ticket assignment, or other rules, confirm that your current role has the required permissions.

How do business hours take effect after I save them?

1. After you save business hours, manual service follows the configured time range.
2. If a user requests manual service outside business hours, the off-hours auto reply is triggered.
3. If you have holidays or make-up workdays, add those dates separately as well.

What is the difference between routing skills and smart matching in ticket assignment?

1. Routing skills are configured manually by admins and are used to assign tickets based on preset conditions.
2. Smart matching uses user information, ticket information, and agent profiles to match requests.
3. If neither method returns a result, the system continues with the fallback rule.

Why can’t I see fields to import in the pre-chat form?

1. First check whether the related fields have already been created and enabled in Ticket Panel Fields.
2. Then return to Pre-chat Form and click Import Form Fields again.
3. If the fields still do not appear, confirm the field status and your management permissions.

How to set help desk auto reply in WPS on Windows?

1. Open Auto Replies under Rule Management.
2. Enter separate reply content for business hours and off-hours.
3. Click Save, then review your business hours settings to make sure both reply scenarios are covered.

Glossary