How to Use WPS Help Desk Settings on Windows

Use Help Desk Settings with 11 how-to topics covering access, basic information, interface setup, rule management, and advanced settings; you can jump to each topic from the How-to Index.

How-to Index

How-to Guide

1. Open the service desk settings page

Entry point: Workbench → Service Desk → Manage Service Desk → Service Desk Settings

1. Click Workbench in the left navigation pane.
2. Click Service Desk to open the service desk home page.
3. On the service desk page, click Manage Service Desk.
4. Click Service Desk Settings.
5. Confirm that the left pane shows categories such as Basic Settings, Rule Management, and Advanced Settings.

Success Criteria

• UI state: The service desk settings page opens and the category navigation is visible on the left.
• Next actions: You can open any settings category and continue editing.

Tips While Using

• Common mistakes: If you do not enter Manage Service Desk first, you may not see the full settings entry.
• Environment limits: Your account needs management permission for the current service desk.

2. Configure basic information

Entry point: Service Desk Settings → Basic Settings → Basic Information

1. In the left pane, click Basic Settings.
2. Click Basic Information.
3. Set the service desk owner, and use Transfer if ownership needs to be changed.
4. Select the service desk admins.
5. Set the visibility scope and disabled scope.
6. If needed, open More Actions and select Delete Service Desk.

Success Criteria

• UI state: The owner, admins, and scope settings are updated.
• Next actions: You can continue to other settings pages to complete the service desk setup.

Tips While Using

• Common mistakes: Deleting a service desk without checking the impact can remove the entry for later use.

3. Configure the user interface

Entry point: Service 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. Set the scenario name, then copy the link or view the QR code as needed.
6. Manage the scenario status based on actual use.

Success Criteria

• UI state: A menu item or sharing scenario is created and available.
• Next actions: You can share the link or QR code with target users.

Tips While Using

• Common mistakes: If sharing scenarios are not named clearly, later tracking and status management become harder.

4. Configure business hours

Entry point: Service Desk Settings → Rule Management → Business Hours

1. Open Rule Management.
2. Click Business Hours.
3. Select the time zone and set the start and end time for working days.
4. Choose the applicable weekdays.
5. Add custom holidays and make-up workdays if needed.
6. Save the settings and confirm that off-hours logic will work with your reply rules.

Success Criteria

• UI state: Business hours, holidays, or make-up workday settings are saved.
• Next actions: You can continue to configure auto replies and manual service rules.

Tips While Using

• Common mistakes: Only setting regular hours without adding holiday or make-up workday arrangements.

5. Configure ticket assignment

Entry point: Service Desk Settings → Rule Management → Ticket Assignment

1. Open the Ticket Assignment page.
2. Click Add Skill to create a routing skill.
3. Set the skill name and assign the related agents.
4. Turn on Smart Matching if needed.
5. Maintain the All Skills agent list.
6. Set the maximum number of assigned agents, assignment method, queue rules, and primary agent rules.
7. Configure the fallback rule for unmatched results.

Success Criteria

• UI state: Skills, assignment rules, and fallback logic are saved.
• Next actions: After a user requests manual service, tickets can follow the configured routing flow.

Tips While Using

• Common mistakes: Not maintaining the relationship between skills and agents before setting assignment rules.
• Membership: Smart matching requires enterprise AI entitlement.

6. Configure auto replies

Entry point: Service Desk Settings → Rule Management → Auto Replies

1. Open the Auto Replies page.
2. Set the auto reply content for cases where no agent accepts the request during business hours.
3. Set the auto reply content for off-hours cases.
4. Check whether the reply text explains the timing clearly.
5. Click Save.

Success Criteria

• UI state: Both business-hours and off-hours reply content are saved.
• Next actions: Users can receive automatic replies in the corresponding scenarios.

Tips While Using

• Common mistakes: Configuring only one reply scenario and leaving the other without a message.

7. Configure ratings and feedback

Entry point: Service Desk Settings → Rule Management → Ratings and Feedback

1. Open Ratings and Feedback.
2. Turn on Allow users to submit feedback.
3. If needed, turn on the option that lets users choose a specific reason when they mark an answer as unhelpful.
4. Review the default reason options and add custom reasons if needed.
5. Confirm the rating rules for manual service.

Success Criteria

• UI state: Feedback switches and rating reasons are active.
• Next actions: You can use the collected ratings to improve answers and service workflows.

Tips While Using

• Common mistakes: Adding too many reason options, which can slow down user submission.

8. Configure tag management

Entry point: Service Desk Settings → Rule Management → Tag Management

1. Open Tag Management.
2. Click Add Tag.
3. Enter the tag name and save it.
4. Edit or delete existing tags as needed.
5. Maintain the tag structure based on ticket classification needs.

Success Criteria

• UI state: The tag list shows the new or updated tags.
• Next actions: Agents can use tags to organize and filter tickets.

Tips While Using

• Common mistakes: Using inconsistent tag names, which makes later filtering and reporting harder.

9. Configure ticket panel fields

Entry point: Service Desk Settings → Rule Management → Ticket Panel Fields

1. Open Ticket Panel Fields.
2. Review the current enabled fields and their status.
3. Click Add Field to create a new field.
4. Confirm the field name, type, and enabled status.
5. Disable fields that are not currently needed.

Success Criteria

• UI state: The ticket panel field list is updated.
• Next actions: New fields can be used to collect ticket information in manual service consultation groups.

Tips While Using

• Common mistakes: Adding too many fields, which increases the workload for agents.

10. Configure the pre-chat form

Entry point: Service Desk Settings → Rule Management → Pre-chat Form

1. Open Pre-chat Form.
2. Turn on Enable Pre-chat Form.
3. Set the form guidance text.
4. Click Import Form Fields.
5. Select the fields to import from existing ticket panel fields.
6. Check the field name, type, and required status, then save.

Success Criteria

• UI state: The pre-chat form is enabled and the field list is saved.
• Next actions: Users can fill in the form before switching to manual service.

Tips While Using

• Common mistakes: Not configuring ticket panel fields first, which prevents field import.

11. Configure agent reminders and open configuration

Entry point: Service Desk Settings → Rule Management → Agent Reminders; Service Desk Settings → Advanced Settings → Open Configuration

1. Open Agent Reminders, turn on the reminder option, and set the reminder duration.
2. Set repeated reminder times and ticket escalation rules if needed.
3. Turn on End Manual Ticket and set the no-response duration if needed.
4. Open Open Configuration under Advanced Settings.
5. Review the service desk ID and signature-key-related information.
6. Turn on Third-party Bot if needed and save the configuration.

Success Criteria

• UI state: Reminder rules and open configuration are saved.
• Next actions: The service desk can send reminders based on the configured rules and support later extension scenarios.

Tips While Using

• Common mistakes: Turning on a third-party bot before checking how it affects the current reply workflow.