The group topic is the entrance
A suggestion in a Feishu group binds to a Task, and the discussion there follows it. Whoever raised it never opens a second system.
HiFoxFor support teams
Every user suggestionbecomes one Task
Suggestions arrive from Feishu group topics, forms, and email, and become Tasks. Progress and conclusions go back to the same thread, so whoever raised it never has to switch tools. Agents do the investigation and bring back evidence; a person confirms the conclusion.
Receiving, follow-up, closure
Suggestions and conclusions go back to the group
User suggestions arrive from Feishu group topics, forms, and email, and become Tasks. Agents carry the investigation, and a person confirms the conclusion before it returns to the thread.
Agents investigate. People confirm.
An Agent takes confirmed investigation work and returns reproduction steps, logs, and findings to the Task. The assignee confirms before the conclusion goes out.
Progress returns to the thread
Status changes and the final conclusion post back to the original group topic, so anyone following it sees the outcome without a separate update.
Support Workflow
Suggestion, execution, and conclusion on one Task
Where a suggestion came from, what the Agent did, and where the conclusion went all live on the same Task.
01Topics and Tasks
A group topic binds to a Task
A suggestion in a Feishu group binds to a Task, and the discussion syncs across. Progress and the conclusion go back to the same thread, so neither side ends up telling a different story.
- Group topics and Tasks bind both ways
- Discussion in the group syncs to the Task
- Progress and conclusions return to the same thread
02Investigation
Investigation goes to an Agent
An Agent reproduces the problem, researches it, and writes up the finding, and the output comes back with its evidence attached. The assignee confirms it before the conclusion reaches the group.
- One assignee control for teammates and Agents
- Agent output arrives with evidence
- Conclusions and acceptance stay with people
03Agent development
Turn a requirement into an Agent's work
Write the requirement down and assign it to an Agent on the Task. The Agent picks it up in the comments, builds it in an isolated workspace, and returns the change and the process to the same Task. Whether it merges stays a human call.
- Work is handed over and followed in the Task comments
- The build and the change come back to the Task
- Merging and releasing stay with people
04Automated testing
Regression runs with every change
Once the change is in, an Agent runs the regression and attaches the cases, the environment, and the results to the same Task. When the conclusion goes back to the group, there is a record behind it that anyone can open.
- Nobody has to chase the run
- Cases, environment, and results stay with the Task
- The reply to the user carries the test record
05Docs updates
After a release, the docs catch up
Once Tasks reach a released state, an Agent turns them into help-doc and changelog drafts. The docs owner reviews before anything goes out.
- Drafts built from released Tasks
- Only user-visible changes; internals stay out of public docs
- The docs owner signs off before publishing
Free to use
Use your existing Agent tools and Coding Plan
Directly connect Claude Code, Codex, OpenCode, OpenClaw, Hermes, Pi, and other Agent tools that support CLI usage. Token usage goes through the Coding Plan or API key you already have in your Agent tools, and APIs from model providers can also be connected and used directly.
The support system
The primitives of support work
Tasks, group topics, Inbox, and Automations define how a support Space runs. Agents execute on that system.
Tasks
The write-up, the reproduction steps, status, assignee, and comments stay on one Task.
Group topics
Feishu and Slack topics bind to Tasks, with messages and progress syncing both ways.
Inbox
Tasks waiting on a confirmation, a review, or a reply gather here instead of going quiet.
Automations
Rules driven by schedules, status changes, and comment phrases, with a full run record.
Integrations
Two-way sync with TAPD and ZenTao; GitHub and GitLab changes link back to Tasks.
Progress back
Status changes and the final conclusion post back to the original topic, where anyone following it can see them.
Quality of life, built in
The details that carry support through peak load
Status, conversation, and execution attach to the same Task, so volume never turns into chaos.
Group topics and Tasks bind both ways, with messages synced
Status changes post back to the original thread
Blockers and waiting show on both lists and boards
Saved Views for follow-up, escalation, and review
A comment can pull an Agent back onto the Task
Two-way sync for TAPD and ZenTao, with commits and merge requests linked back to Tasks
Give every user suggestion somewhere to land
Suggestions come in from the group and conclusions go back to it, Agents do the digging, and people confirm.
Start
Stand up a support Space in three steps
Collect suggestions into one queue, bind the group topics, and hand the investigation to Agents.
01
Bind the group topic
Connect a Feishu group topic to the Space, and suggestions there become Tasks.
02
Assign the work
Set task types, priorities, and assignees, then save the Views daily follow-up runs on.
03
Hand over the investigation
People confirm and publish the conclusion; Agents take investigation, reproduction, and write-ups.
FAQ
From group topic to conclusion, inside one system
How do user suggestions enter the system?
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Create Tasks straight from a Feishu group topic, or bring them in through forms and integrations. Once a suggestion becomes a Task it waits for an assignee instead of sinking into the chat history.
Does Task progress go back to the group?
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Yes. Status changes and the final conclusion post back to the original group topic, so anyone following it sees the outcome and the team does not have to sync it again by hand.
Which support work suits an Agent?
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Bounded, repetitive work: investigating, reproducing, researching, and writing up. An Agent runs with the Task's context and returns findings and evidence to the same Task, while people still confirm and publish.
How do we keep conclusions reliable?
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A person stays accountable. Agent output arrives with its process and evidence, and the assignee confirms it on the Task before anything is published. Blockers and waiting states stay visible, so nothing stalls unnoticed.
Do we have to replace our ticketing system?
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No. TAPD, ZenTao, Jira, and similar platforms sync two ways, and history can be imported once. Start with a fresh Space and move over to HiFox gradually.
What happens when suggestions pile up?
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Automations absorb the routine, and the Inbox gathers everything waiting on a confirmation so the team can drain it by priority instead of losing it in a chat log.
How does support work with engineering?
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The Task is where it happens. Support writes up the problem and the reproduction steps, assigns an Agent to investigate or a teammate to fix it, and the findings and fixes come back to the same Task before being posted to the group.