Great questions! These article recommendations (which can be found when emailing Lark support, interacting with the widget on our support site, or by utilizing the ticket webform that can be found here) are being provided by the newest addition to our set of Customer Support Tools, Answer Bot. We are currently testing this bot out to see if it works for Lark's users!
The purpose of Answer Bot is to provide a faster response to our users who write in, providing them with articles that are relevant to the topic of their customer support ticket. We've been actively working to improve our FAQ, and now a number of common questions can be answered by these article suggestions - this means that you don't have to wait for one of our Customer Support agents to email you back, and you can get right back to your program!
If you review the articles that Answer Bot provides, and one of them answers your question or resolves your issue, you can then mark the article as having resolved your issue which will then close your support request. If you recently emailed Lark Support but did not receive a reply, this is the most likely reason why. We are actively reviewing these resolved inquiries, but if your question or issue is not fully resolved by the article suggestions, please do not mark one of the articles as having resolved your issue - this will take your inquiry out of our regular queue, and may delay our ability to respond to you in a timely fashion.