Create custom shortcut menus on Help Desk message cards

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Create custom shortcut menus on Help Desk message cards

2 min read

I. Intro

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Who can perform these steps: Help Desk administrators.

Administrators can customize the shortcut menu on the Help Desk message card. When the Help Desk bot cannot resolve a user's question and Agent Service is not online, the user can be redirected to a specific link through the shortcut menu on the card. Using this link, the user can explain their problem, submit a ticket, and check for help. Once Agent Service receives the question, they will reach out to the user with a solution.

For example, if the Help Desk bot is unable to resolve a member’s question, the member can be redirected to a Base through the shortcut menu on the card. From here, the member can submit their question in the Base and wait for a response from a member of the support team.

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II. Steps

Go to Help Desk admin and click Settings > User Interface.

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On the User Interface page, turn on the shortcut menu. Then, specify the Name and Link fields to finish configuring the menu.

Note: A maximum of 3 links can be added to the shortcut menu.

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When a user asks a question or clicks a question category, they can view the shortcut menu on the message card.

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III. FAQs

Will adding a shortcut menu affect transfers to the Agent Service?

No. The original settings for transfers to the Agent Service will remain in place. To learn more, visit: Set bot service and agent service.

To make it easier for users to access the Help Desk, we recommend that administrators at least enable either the Agent Service or the shortcut menu, and specify clear menu names when configuring the shortcut menu.

What links can be added to the shortcut menu?

Administrators can add links to the shortcut menu as needed. Common links include:

Base: Use a base to collect questions from users and assign tasks, and then have Support create tickets and initiate conversations through Help Desk to resolve users' questions.

Internal ticket system: Provide a link to your internal ticket system to enable users to submit a ticket.

Wiki or Help Center: Provide a link to your organization's Wiki or the Lark Help Center.