cloud: update docs for lark support bot (#22425)

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** on 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, enter the email address you use for the [TiDB Cloud console](https://tidbcloud.com/) in the **Reporter** field, fill in the other fields as needed, 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.
+After you [create a support ticket](#create-a-support-ticket), you can receive ticket updates directly in the Lark **PingCAP Support Group**. When a support engineer responds to your ticket, the bot posts an update message in the group. The message includes the ticket title, a link to the ticket, and the latest comment.
 
-![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 +13,17 @@ 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.
+After you [create a support ticket](/tidb-cloud/connected-lark-ticket-creation.md#create-a-support-ticket) in the **PingCAP Support Group** on Lark, 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.
+If you subscribe to the **Premium** [support plan](/tidb-cloud/connected-care-detail.md), you 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 your ticket, the response is synchronized to the Lark message thread. You can view the response and reply directly in the thread without visiting the support portal. Your replies are also synchronized to the ticket system.
+
+With this capability, if you subscribe to the **Premium** support plan, you 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