# 处理工单

客户在小程序中提交工单后，会自动创建一条工单到ONES系统中，客服人员可以直接处理工单，或分配给相关部门的业务人员处理。

* 分派工单，更改工单负责人；
* 补充工单信息，填写工单属性；
* 处理工单，更改工单的状态流转；
* 将工单转化事务或问题，并关联工作项；
* 在工单「评论」中使用「回复小程序用户」功能和客户直接沟通；

![](/files/-M7bARVqCb7_fkhRYs2Q)

{% hint style="info" %}
工单状态和小程序中状态对应关系说明

* 当工单处于“未开始”状态类型，客户在小程序端看到的状态为“待处理”；
* 当工单处于“进行中”状态类型，客户在小程序端看到的状态为“处理中”；
* 当工单处于“已完成”状态类型，客户在小程序端看到的状态为“已处理”；
  {% endhint %}


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://guides-ones.gitbook.io/guides/usage-guide/ones-desk/fen-pai-he-chu-li-gong-dan.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.