The User section is where all TeamSupport users are added and defined. The (0) next to their name indicates the number of open tickets they have. The blue globe icon to the left of each user indicates that the user is in the office, the red icon indicates they are logged in but not available, and the gray globe indicates the user is not logged in currently.
Each user controls their own status by clicking the little blue globe at the top of the screen next to "My Status". To edit a user (change password, etc), click on the "User Information" tab, then click the "Edit Properties" button.
To add a new user, click the New User button.
The users email address is their TeamSupport user name. - Checking the Active box will allow the user access to TeamSupport. Should a user leave the organization, rather than deleting them and all the data they have accumulated, simply mark them inactive. Setting a user to inactive also means that you free up a user license for use by another user.
- Assigning a user as a system administrator gives them access to make system changes. The typical user will not have this access.
- The financial administrator has access to your TeamSupport billing information and is the only person who can add (or delete) user licenses.
User Properties There are several properties available on a per user basis, and they can all be updated by clicking on the Edit User button in the User's Detail page.- First and Last Names (required)
- E-Mail (required) - (note that this is also the user's username and how they log into the application)
- Active Checkbox - This should be checked, but if you want to deactivate a user simply uncheck this box. An inactive user will not be able to access your account. This would be used in the even an agent leaves your company. If you delete a user, their tickets will not be deleted but their tickets will be "unassigned" to any user.
- System Admin - This should only be checked if the user is an administrator. Note that administrators have access to all settings - including the Admin section.
- Chat User - TeamSupport offers our customers the option to employ live customer chat between your customers and agents. Not every user in your account is required to have this. If a particular user needs Chat, simply check this box and they will have this ability. To learn more about chat, see here.
- Automatically Subscribe to new tickets - In some cases when users create tickets and immediately assign them to someone else, the originator will want to stay updated on the tickets progress. While you can manually subscribe to tickets, turning this on will save a step.
- Email Ticket Notifications - TeamSupport generates various e-mail notifications so that users are kept updated when tickets that they own or are subscribed to are modified. In most cases users should have this option checked so that they received these notifications. However, in certain high volume situations where users are always active within TeamSupport the notifications can be bothersome and redundant - To turn off these e-mail notifications simply uncheck this option.
- Receive Assigned Group Notifications - If a ticket is assigned to a Group and an Individual, when that ticket is updated, only the user assigned to the ticket will receive email updates. If you would like all group members to receive emails when a group is associated to a ticket - regardless if an individual owns the ticket, turn this setting on.
- Time Zone - This allows a user to have a different timezone setting than the organization as a whole does. This is very useful for users in a different location than the company's main office.
- Date Format - Depending where you reside in the world, various countries identify dates in a certain order. Simply select the format you desire and when you as the user are viewing your tickets and anything in TeamSupport, the format will comply with what you have set - even if other users are using a different format.
- Reset and EMail Password - If a user forgets their password, an admin can use this to sent a user their new password
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