Support tools

Macros (canned replies)

A macro is a ready-made text, inserted into a ticket in one click.

They exist at two levels:

• server: available everywhere;
• panel: specific to one panel, in addition to the server ones.

With identical names, the panel macro wins: it is the more specific one. A "Billing" panel and a "Bug" panel do not need the same ready-made replies.

Priorities

Four levels: low, medium, high, urgent. You choose the default value. The priority is visible in the ticket list and is used for filtering.

First response target (SLA)

Set a target in minutes. If nobody answered in time, Bao alerts the roles you designated.

That is the difference between discovering a forgotten ticket after three days and handling it within the hour.

Satisfaction rating

On closing, Bao can ask the member to rate the exchange, with a message you write. The average rating appears in the statistics.

Opening hours

Set the windows during which tickets can be opened. Outside them, the member receives a message explaining when to come back, rather than silence.

Ticket log

A channel where Bao records openings, claims and closures. Separate from the transcripts channel.

Claiming, transcripts, direct messages, automatic closing, priorities, log, ratings, SLA, hours and macros are included from Bao Gourmet onwards.