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Tickets

Tickets are the major component of TeamSupport.  Tickets can be classified into as many categories as you like such as Issues, Incidents, Bugs, Features and so on.  You can use our pre-loaded icons or upload your own.  You can find more information here on how to customize your ticket types.
 
It's important to understand that a ticket can move from one type to another just by changing the pulldown.  This is a very powerful feature since in many cases when a customer calls the support engineer will simply open an Issue because it is not known if the problem is user related or a problem with the software.  If the support engineer determines that the problem is a bug in the software, he can simply change the ticket type from Issue to Bug and then either assign it to the developer in charge of that product, or just to a software development group.


 
When a user creates a new ticket (by selecting the New Ticket button), the following form is displayed:




The following describes the available selections for a given ticket:
 
1. Name: Each ticket must have a name/description.  This is typically the subject of the ticket.

2.  Description:  This is where you type in the ticket description.  You can insert links to other tickets, insert KB articles as canned responses and other edits.

3. Visible to Customers: An optional component to TeamSupport is the Customer Portal.  By checking this box, your customers that have been given portal access can see the contents of the ticket.  This also allows a ticket to be emailed to the customer that is associated to the ticket - regardless if you have the portal feature in your account or not.

4. Knowledge base: See the Knowledgebase section.  Checking this box will add the ticket to your knowledge base.  If "visible to customers" is checked, the knowledge base ticket will be visible on the portal for your customers to view.
 
5. Ticket Type: Tickets can be classified as anything you want and can be reclassified at anytime.
 
6. Status: The Status defines the current state of the ticket.  Status types are customizable within the Admin section.  Instead of simply having a predefined status for tickets such as “open” and “closed", TeamSupport allows the user administrator(s) to define the possible status, as well as the next possible status based on the current status.
 
7. Severity: The Severity of a ticket helps define what kind of attention is needed.  Typical types are Low, Medium and High.  Of course, these may also be customized by the user administrator(s) within the Admin section.
 
8. Assigned To: Assigns the ticket to a defined TeamSupport user.  See the User section on how users are created and defined.

9. Assigned Group:  Like user assignment, you also have the option to assign a ticket to Groups.  Each user can be assigned to a group which may be used to determine a users function within the company.  Examples would be "Customer Service", "Software Development", Quality Assurance", etc..  When a ticket is created and assigned to a group, every member of the group is notified via email.  Any individual who is part of a group may take ownership of a ticket at anytime.

10. Product (Enterprise edition Only): By defining the products provided by your company within the Products section, you will have the option to select the particular product in question with regards to the ticket.

11. Reported/Resolved Version (Enterprise edition only): One of the biggest differences between TeamSupport and the rest of the solutions on the market is understanding the importance of being able to track specific product versions to a customer and a ticket. The development/product management team can define every product and version within the Products section. By defining this information, you will have quick access to these versions from the pull down menu.
  
12. Customer/Contact:  Defining who your customers are allows you to attach them to a ticket.  You also have the option to attach multiple customers to a ticket.  This is especially valuable when an issue has been identified and it impacts multiple customers.  This allows Customer Service teams - as well as Sales teams to deal with all customers impacted by the issue.  See the Customers section on how to define customers and contacts.

13. Tagging tickets allows you to further classify and organize your tickets.  You can learn more about tagging here.

14. Associated tickets allow you to make relations between tickets.  You can simply relate tickets as a reference, or you can set them to be parent/child as well.  You can learn more about associated tickets here.

15. User Queues allow each person on your team to set aside certain tickets from the pack for easier management and prioritization.  You can add a ticket to your queue, or to someone else's queue.  To learn more about queues, click here.

16. Subscribed users enables team members to get email updates on a tickets progress without the need to look up a ticket.  You can subscribe yourself, or you can subscribe others.  Once subscribed, when the ticket is updated, these users will get an email with the ticket details.  Users can unsubscribe from these updates at anytime.