diff --git a/media/tidb-cloud/connected-lark-ticket-creation-1.png b/media/tidb-cloud/connected-lark-ticket-creation-1.png index ef7cc8689ab9a..d735f611d350f 100644 Binary files a/media/tidb-cloud/connected-lark-ticket-creation-1.png and b/media/tidb-cloud/connected-lark-ticket-creation-1.png differ diff --git a/media/tidb-cloud/connected-lark-ticket-creation-2.png b/media/tidb-cloud/connected-lark-ticket-creation-2.png index f31ec78a5f5cc..da0af26aec0bf 100644 Binary files a/media/tidb-cloud/connected-lark-ticket-creation-2.png and b/media/tidb-cloud/connected-lark-ticket-creation-2.png differ diff --git a/media/tidb-cloud/connected-lark-ticket-creation-3.png b/media/tidb-cloud/connected-lark-ticket-creation-3.png index f596edef66fd6..0f84c5a7f0393 100644 Binary files a/media/tidb-cloud/connected-lark-ticket-creation-3.png and b/media/tidb-cloud/connected-lark-ticket-creation-3.png differ diff --git a/media/tidb-cloud/connected-lark-ticket-creation-4.png b/media/tidb-cloud/connected-lark-ticket-creation-4.png index e73b07766d0a5..c99a799847f17 100644 Binary files a/media/tidb-cloud/connected-lark-ticket-creation-4.png and b/media/tidb-cloud/connected-lark-ticket-creation-4.png differ diff --git a/media/tidb-cloud/connected-lark-ticket-creation-5.png b/media/tidb-cloud/connected-lark-ticket-creation-5.png new file mode 100644 index 0000000000000..19615de55361a Binary files /dev/null and b/media/tidb-cloud/connected-lark-ticket-creation-5.png differ diff --git a/media/tidb-cloud/connected-lark-ticket-interaction-1.png b/media/tidb-cloud/connected-lark-ticket-interaction-1.png index ad8557d371bc5..69d4288a533e5 100644 Binary files a/media/tidb-cloud/connected-lark-ticket-interaction-1.png and b/media/tidb-cloud/connected-lark-ticket-interaction-1.png differ diff --git a/media/tidb-cloud/connected-lark-ticket-interaction-2.png b/media/tidb-cloud/connected-lark-ticket-interaction-2.png new file mode 100644 index 0000000000000..5224d20f4b1fe Binary files /dev/null and b/media/tidb-cloud/connected-lark-ticket-interaction-2.png differ diff --git a/tidb-cloud/connected-lark-ticket-creation.md b/tidb-cloud/connected-lark-ticket-creation.md index 1eeb01afa884e..af599238ab970 100644 --- a/tidb-cloud/connected-lark-ticket-creation.md +++ b/tidb-cloud/connected-lark-ticket-creation.md @@ -5,7 +5,7 @@ summary: Introduces detailed information about the Lark ticket creation and upda # Create Tickets and Subscribe to Ticket Updates via Lark -For customers subscribed to the **Enterprise** [support plan](/tidb-cloud/connected-care-detail.md), TiDB Cloud provides a ticket bot called **PingCAP Support Bot** in [Lark](https://www.larksuite.com/), to manage ticket creation and updates from the support ticket system. +For customers subscribed to the **Enterprise** [support plan](/tidb-cloud/connected-care-detail.md), TiDB Cloud provides a ticket bot called **PingCAP Support Bot** in [Lark](https://www.larksuite.com/). This bot helps you create support tickets and receive updates directly from the support ticket system. > **Note:** > @@ -13,23 +13,25 @@ For customers subscribed to the **Enterprise** [support plan](/tidb-cloud/connec ## Create a support ticket -In the **Customer Support Group** Lark group, type `@PingCAP Support Bot create ticket` in a message. Then, **PingCAP Support Bot** will reply with a Lark message card for ticket creation. +1. In the **PingCAP Support Group** of Lark, mention `@PingCAP Support Bot` and describe the problem in a message. Then, the bot will send you an ephemeral card message that is visible only to you. -![lark-ticket-creation-1](/media/tidb-cloud/connected-lark-ticket-creation-1.png) + ![lark-ticket-creation-1](/media/tidb-cloud/connected-lark-ticket-creation-1.png) -Fill in the required fields and click **Submit**. Once submitted, the card will be updated to **Ticket Submitted**, indicating that your request is being processed. +2. In the card, fill in the **Reporter** field with your email address used in the [TiDB Cloud console](https://tidbcloud.com/), fill in other fields according to the actual problem, and then click **Submit** to create the ticket. -![lark-ticket-creation-2](/media/tidb-cloud/connected-lark-ticket-creation-2.png) + ![lark-ticket-creation-2](/media/tidb-cloud/connected-lark-ticket-creation-2.png) -After the support ticket is created, the **Ticket Submitted** card will be updated to the **Support Ticket Created** card, providing the ticket name and a link to view the ticket. +After the ticket is created, the bot replies with the ticket link in the thread. You can click the link to view ticket details in the [PingCAP Help Center](https://tidb.support.pingcap.com/servicedesk/customer/portals). ![lark-ticket-creation-3](/media/tidb-cloud/connected-lark-ticket-creation-3.png) +![lark-ticket-creation-4](/media/tidb-cloud/connected-lark-ticket-creation-4.png) + ## Subscribe to ticket updates -Whenever a PingCAP support engineer comments on the ticket, **PingCAP Support Bot** will send a **New Comment on Your Ticket** card to the Lark group. +In the **PingCAP Support Group** of Lark, after you [create a support ticket](#create-a-support-ticket), you can receive ticket updates in Lark directly. When a support engineer responds to a ticket, an update message is posted in the **PingCAP Support Group** of Lark. The message includes the ticket title, ticket link, and the latest comment content. -![connected-lark-ticket-creation-4](/media/tidb-cloud/connected-lark-ticket-creation-4.png) +![lark-ticket-creation-5](/media/tidb-cloud/connected-lark-ticket-creation-5.png) ## FAQs diff --git a/tidb-cloud/connected-lark-ticket-interaction.md b/tidb-cloud/connected-lark-ticket-interaction.md index c39b8f0c2d81b..f120e307d57a2 100644 --- a/tidb-cloud/connected-lark-ticket-interaction.md +++ b/tidb-cloud/connected-lark-ticket-interaction.md @@ -13,13 +13,17 @@ For customers subscribed to the **Premium** [support plan](/tidb-cloud/connected ## Interact with support tickets -If Interaction for Support Tickets is enabled, **PingCAP Support Bot** will convert the **Support Ticket Created** message card to a thread to manage ticket interactions. +In the **PingCAP Support Group** of Lark, after you [create a support ticket](/tidb-cloud/connected-lark-ticket-creation.md#create-a-support-ticket), the bot replies with the ticket link in the message thread. ![lark-ticket-interaction-1](/media/tidb-cloud/connected-lark-ticket-interaction-1.png) -When a PingCAP support engineer comments on the ticket, the comment will be automatically synchronized to the thread. +Customers subscribed to the **Premium** [support plan](/tidb-cloud/connected-care-detail.md) can use two-way information synchronization between Lark and the ticket system. -When anyone comments in the thread, the comment will be synchronized back to the corresponding support ticket. +When a support engineer responds to the ticket, the response will be synchronized to the Lark message thread, so you do not need to visit the support portal to view them. You can reply directly in the same message thread, and your replies will also be synchronized to the ticket system. + +With this capability, customers subscribed to the **Premium** support plan can quickly create, respond to, and manage tickets without leaving Lark. + +![lark-ticket-interaction-2](/media/tidb-cloud/connected-lark-ticket-interaction-2.png) ## FAQs