AIBiz Support Help Center

Start Here

• Save the business support email, phone number, default assignee, and cloud folder in Support Profile.
• Add customers before creating tickets when possible so support history stays grouped by person or company.
• Create reply macros for answers the team sends often, such as account access, scheduling, refund policy, or troubleshooting steps.
• Create SLA policies for response and resolution targets by priority so urgent tickets are easy to identify.

Daily Workflow

1. Create a ticket when a customer asks for help by web, email, phone, SMS, chat, or internal staff request.
2. Set channel, priority, category, assignee, due date, and customer record before work begins.
3. Add updates as public replies or internal notes so another staff member can understand what happened.
4. Move tickets through Open, Pending, Waiting, Resolved, and Closed so the queue stays clean.
5. Review high-priority and overdue tickets first, then normal requests, then low-priority follow-ups.

Tickets

• Open: new or active customer issue that needs staff action.
• Pending: staff is working on the issue or waiting on an internal action.
• Waiting: staff replied and needs information from the customer.
• Resolved: the issue appears handled, but the ticket can still be reopened if needed.
• Closed: the issue is complete and no further action is expected.

Customers

• Customer records store name, company, email, phone, tags, and notes for support history.
• Use tags for customer type, product, service area, plan, location, or account condition.
• Keep sensitive information out of notes unless the control panel later adds secure-field handling.
• Use the customer profile to understand repeat issues before replying.

SLAs And Macros

• SLA Policy: defines first-response and resolution targets by priority or service level.
• Reply Macro: stores approved reusable wording for consistent customer responses.
• Use macros as a starting point, then personalize the reply before sending through connected Emailer or PBX/SMS.
• Review SLA targets regularly so expectations match the subscriber's staffing and plan.

Suite Integrations

• Emailer can send ticket notifications and public replies once the sender service is connected.
• PBX/SMS can send text alerts or create tickets from approved SMS workflows after integration.
• AIBiz Cloud can store ticket attachments in the configured cloud folder.
• Projects can create internal follow-up tasks for tickets that need operational work.
• The suite control panel manages subscribers, quotas, app access, and future shared login/SSO.