update docs for lark support bot

tidb-cloud/connected-lark-ticket-creation.md

@@ -5,31 +5,33 @@ 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:**
 >
 > The ticket support feature for Lark is available upon request. If you are interested in trying this feature, contact TiDB Cloud support at <a href="mailto:support@pingcap.com">support@pingcap.com</a> or reach out to your Technical Account Manager (TAM).
 
 ## 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.
+For customers in the **Enterprise** support plan, you can also subscribe to ticket updates in Lark. 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
 

tidb-cloud/connected-lark-ticket-interaction.md

@@ -13,13 +13,25 @@ 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 Lark group, you only need to mention **PingCAP Support Bot** and describe the problem in a message. Then, the bot will send you an ephemeral card message that is only visible to you.
 
 ![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.
+Fill in the card according to your actual problem, and then click **Submit** to submit the ticket. Please note that the "Reporter" field should be the email address you use in the [TiDB Cloud console](https://tidbcloud.com/).
 
-When anyone comments in the thread, the comment will be synchronized back to the corresponding support ticket.
+![lark-ticket-interaction-2](/media/tidb-cloud/connected-lark-ticket-interaction-2.png)
+
+After successfully creating the ticket, the bot will reply with the ticket link in the thread.
+
+![lark-ticket-interaction-3](/media/tidb-cloud/connected-lark-ticket-interaction-3.png)
+
+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.
+
+The support engineer's comments on the ticket will be synchronized to the Lark message thread, so you do not need to go to the support portal to view them. You can reply directly in this message thread, and your replies will also be synchronized to the ticket system.
+
+In this way, customers subscribed to the **Premium** support plan can quickly create, respond, and manage tickets without leaving Lark.
+
+![lark-ticket-interaction-4](/media/tidb-cloud/connected-lark-ticket-interaction-4.png)
 
 ## FAQs