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Subscribe to a Customer

Advanced User Functions » Customer Functions – Advanced » Subscribe to a Customer

You can subscribe to a customer to get updates! A key feature in TeamSupport is the ability to “subscribe” to a customer. To do this, simply click the Subscribe button next to the customer name on the right. Anytime something changes with the customer,…

Add a Customer

Getting Started » Setup Customers » Add a Customer

To add a new customer, click Customers from the left hand navigation. Click the New Customer button. Select the “New Company” tab, fill out the form, and click save. The only required field is “Name”. We recommend you leave Active…

Adding a Product Line/Product/Version

Advanced User Functions » Products Section » Adding a Product Line/Product/Version

Edition: Enterprise Adding New Product Lines Under Products on the left hand navigation, click Product Lines, then New Product Line. You will be presented with the following screen: Field Definitions Name: This is the only required field. Description:…

Add a Test Customer

Getting Started » Setup Customers » Add a Test Customer

We recommend you add a “Test Customer” using your personal email address (i.e. gmail, verizon, etc.). This will allow you to experience the system as your customers will via email and the Customer Hub. If you haven’t added a customer yet –…

Manage a Customer or Contact

Advanced User Functions » Customer Functions – Advanced » Manage a Customer or Contact

To manage a customer or contact, click on the name from the Customer section on the left hand navigation. Let’s look at each section separately. Navigation Tabs Information will vary depending on if you have a Customer or Contact…

Assigning a User to a Ticket

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Assigning a User to a Ticket

There are several ways a user can become assigned to a ticket including: When an agent creates a new ticket, by default, that user is assigned to the ticket. Click here for additional information on creating a new ticket. In the Customer record, a “Default…

Assigning a Group to a Ticket

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Assigning a Group to a Ticket

There are several ways a group can become assigned to a ticket including: A Default Group can be selected for all new tickets from email and the Customer Hub. This option can be found in your Admin settings. When an agent creates a new ticket, the user can select…

Granting Access to Customer Hub

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Granting Access to Customer Hub

There are four ways for your customers to gain access to your Customer Hub. Please browse the topics below to learn more about each method. Manually give access through the Customer section Allow your customers to Self Register OR Request Access Single Sign…

Customer Functions – Advanced

Advanced User Functions » Customer Functions – Advanced

*This section covers advanced topics in the Customer section. If you are looking for basic tasks, read this section first. The Customer section in TeamSupport is one of the areas that makes the system unique – Instead of simply tracking tickets, TeamSupport…

Manually Granting Access to Customer Hub

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Granting Access to Customer Hub » Manually Granting Access to Customer Hub

You may grant any Customer and/or Contact access to the Customer Hub manually through the Customer section within TeamSupport. One use case for this method is if you manually enter new Contacts into your system and will need to individually choose whether or not each…

Customer Hub

Customer Hub

The TeamSupport application helps your team to provide exceptional customer support. TeamSupport’s Customer Hub is an extension of the application which provides a self-service resource area for your customers to manage their tickets and find answers to their…

Customer Families

Advanced User Functions » Customer Functions – Advanced » Customer Families

Customer Families allows you to relate a number of customers together, similar to a parent/child methodology. This means you’ll be able to look at one parent company and access all of the tickets from the various companies connected to it quickly and easily. This…

Customer Activities

Advanced User Functions » Customer Functions – Advanced » Customer Activities

If you learn intel, or engage with your Customers in any way outside of a ticket, these interactions can be added as Activities. Activities organize non-ticket related information that the whole team can use to understand and build the Customer…

Customer Insights

Advanced User Functions » Customer Functions – Advanced » Customer Insights

TeamSupports offers our Customer Insights feature which automatically pulls data from publicly accessible data sources including a Contact’s photo and LinkedIn profile, and the Company Logo and Description. The Contact avatar will be displayed along with any…

Customer Basics

Quick Start User Basics » Customer Basics

The Customers tab is where you can define who your customers are, what products and versions they are using, and attach important files and activities. The picture below displays a list of your customers. From here, you can define the specifics about each…

Customer API

Advanced Admin Functions » 3rd Party Integrations and API » API » Customer API

Customer API You can allow your Customer to access their data within your account by giving them their Customer API Token that is found on their Customer record. Your customers can do things like access their ticket information, update tickets, and post new tickets. …

Create a Tutorial

Advanced User Functions » Knowledge Base » Getting the Most out of your Knowledge Base » Create a Tutorial

You can create Tutorials inside of TeamSupport to display on your Knowledge Base. Along with text, you can insert Screen Recording and Screenshots into the article. Simply create a ticket, create your recordings and/or screenshots, mark the ticket as Visible to…

Tagging a Ticket

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Tagging a Ticket

Tags allow you to organize tickets around keywords that make sense to you. For example, you could add a tag called “Exchange” to quickly see a list of tickets that involve the exchange server. You can add/view/edit tags from the Tags section on the right hand side…

Customer Hub

Getting Started » Customer Hub

The TeamSupport application helps your team to provide exceptional customer support. TeamSupport also offers an extension of the application, called the Customer Hub, which provides a self-service resource area for your customers to manage their tickets and find…

Edit Customer Info and Settings

Advanced User Functions » Customer Functions – Advanced » Edit Customer Info and Settings

To manage the Customer Information section, click on a Customer or Contact name from the Customer section on the left hand navigation. Click the Edit button on the top right hand corner of the window. The button goes from blue to green, which means you are in edit…

Product on Tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Product on Tickets

Edition: Enterprise One of the biggest differences between TeamSupport and other customer support solutions on the market is being able to link product versions to a customer and a ticket. The development/product management team can define every product and…

Add a New Group

Getting Started » Setup Groups » Add a New Group

To add a new Group, click on Groups from the left hand navigation from within TeamSupport. Click the + (plus) button in the upper right hand corner. Name: The name field is required. This value will be visible through TeamSupport and may also to your Customers on…

Create a Ticket View

Advanced User Functions » Reporting & Metrics » Create a Ticket View

Ticket Views are available for you to further define the tickets you need to view by allowing you to select columns, and filter data, similar to a report. The difference is that Ticket Views are available in the My Tickets or All Tickets section. To create a Ticket…

Add/Manage a Task

Advanced User Functions » Tasks » Add/Manage a Task

Edition: Enterprise *Enterprise Edition customers use our Tasks feature rather than Reminders, which is Support Desk only. Tasks are an extension of Reminders and allows user to assign and manage Tasks for themselves and other users. You can view and add Tasks for…

Add a New Hub

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Basic Hub Settings Tab » Add a New Hub

Edition: Enterprise Multiple Customer Hubs are added in the Hub builder which is accessible by clicking the “Add New Hub Button” from Admin -> My Portals -> Customer Hub Settings. When this link is pressed, the following page will appear. Field…

Add a Calendar Event

Advanced User Functions » Calendar » Add a Calendar Event

You may want to and to add personal or team Events to your TeamSupport Calendar. Events might include Projects dates, Onsite Customer visits, User Vacations, and Support Rotation schedules. Begin by choosing a Calendar view. Depending on which Calendar you choose,…

Create a Custom Report

Advanced User Functions » Reporting & Metrics » Create a Custom Report

To create a Custom Report, click on Reports on the left hand navigation, then click the Create button. You will be presented with the following menu: New Folder Creating a folder allows you to organize your reports. All folders will be displayed at the bottom of…

Add a New User

Getting Started » Setup Users » Add a New User

To add a new user you will need to click on User from the left hand navigation from within TeamSupport. Click the Add button. This button is only available to system Admins. Then fill out the form. There are 3 required fields on this form: First Name, Last Name,…

Customer Chat Functions

Advanced User Functions » Customer Chat Functions

Customer Chat provides an additional channel for your customer to reach your Support team. Some of your customers may never use chat, but others may gravitate to this method if it is available. It is good to provide several different channels of communication and let…

Customer Chat Setup

Advanced Admin Functions » My Company Settings » Customer Chat Setup

Customer Chat provides an additional channel for your customer to reach your Support team. Some of your customers may never use chat, but others may gravitate to this method if it is available. It is good to provide several different channels of communication and let…

Multiple Customer Hubs

Customer Hub » Multiple Customer Hubs

Edition: Enterprise Product Lines allows you to organize many aspects of your TeamSupport account. Along with Knowledge Base Articles, Custom Fields, Email Templates, Ticket Types, and other modules, you have the ability to create an unlimited number of Customer Hubs…

Customer Alert Messages

Advanced User Functions » Customer Functions – Advanced » Customer Alert Messages

Customer Alerts allow you to change Activities for Customers and Contacts into an Alert that will pop up on the users screen when viewing a Ticket they are associated with. The pop up will also occur when the user views the Customer or Contact from the Customers…

Routing Customer Tickets

Advanced User Functions » Customer Functions – Advanced » Routing Customer Tickets

In some cases it is beneficial to be able to direct a specific customer’s e-mail to a different group and/or individual than the generic support group. TeamSupport allows you to do this by assigning a default support group and/or use to the Customer record. …

Customer Hub Settings

Advanced Admin Functions » My Portal Settings » Customer Hub Settings

The Customer Hub has an admin page which will allow you to customize and control all of your settings. The Customer Hub is a replacement for our Advanced Portal and Public Portal. If you are already an Advanced and/or Public Portal user, we have provided this…

Transitioning from the Portal to the Customer Hub

Customer Hub » Transitioning from the Portal to the Customer Hub

*In 2016, we began sunsetting the Classic and Advanced Portals to be replaced with the Customer Hub. As of April 2017, existing customers will still see the menu “Classic Portals” in their Admin section, while new customers will only see the Customer…

Create a New Ticket Manually

Advanced User Functions » Ticket Functions – Advanced » Create a New Ticket Manually

*If you want to learn the basic requirements for creating a ticket, read this section first. To create a new ticket manually, click on the + New Ticket Button next to the TeamSupport logo. Notice also that there is a New Ticket button at the top of each grid in the…

SLA Status on a Ticket

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » SLA Status on a Ticket

TeamSupport has the ability to define various levels of SLAs and assign these to customers. Click here to learn more about SLA’s and how to configure them from within TeamSupport. From within a ticket, the SLA status is displayed on the right hand side of the…

A Note about Ticket Visibility

Advanced User Functions » Ticket Functions – Advanced » A Note about Ticket Visibility

There are two layers of visibility on a ticket – the ticket level, and the action level. Typically, a ticket which is visible to customers will have a mix of visible and non visible actions. Non visible actions are great for internal notes to yourself, or…

Applause on a Ticket Action

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Applause on a Ticket Action

The Applause feature encourages teamwork by letting users applaud other team member’s Ticket Actions, similar to the “Like” button on Water Cooler. If a user sees an Action created by another team member that is worthy of applause, they can toggle…

Creating a Knowledge Base Article

Advanced User Functions » Knowledge Base » Creating a Knowledge Base Article

You may create a new Knowledge Base article, or convert an existing ticket into a Knowledge Base article. Turning a ticket into a Knowledge Base article is a great way to share a ticket with internal TeamSupport users for use case scenarios and knowledge…

Time Tracking on a Ticket

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Action Editing Features » Time Tracking on a Ticket

You can track time spent on tickets by manually entering this by hand, or you can use the auto timer feature. To use the auto timer, simply click the red timer to start. When clicked, the timer will turn green. Clicking again will pause the timer. When you are…

Creating a Ticket Automation Trigger

Advanced Admin Functions » Ticket Automation » Creating a Ticket Automation Trigger

Important Note There are a few important things to remember about ticket automation: Ticket Automation will only work on tickets that were modified after the trigger was created. This is a safety mechanism put in place so that if a mistake is made and you create a…

Test in a Sandbox Account

Getting Started » Test in a Sandbox Account

If you would like to have a test account – you can setup a Sandbox Account. This will allow you to: Work in a testing environment See the emails that we send out of TeamSupport Setup Ticket Automation Triggers Customize Email Templates and design of…

Customer Distress Index (CDI)

Advanced User Functions » Customer Functions – Advanced » Customer Distress Index (CDI)

One of the powers of TeamSupport is that we track a great deal of information about your customers. The Customer Distress Index, or CDI for short, computes a single number for each of your customers which will give you an idea of how often your customers are…

More on Customer Setup

Getting Started » Setup Customers » More on Customer Setup

Ready for more? Click here for Advanced Customer Setup options such as adding Domains, and selecting Default Support Groups and Users. Using a CRM such as Highrise or Salesforce? Click here to learn more about our native Integrations and API.

Default Customer Hub Group

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Basic Hub Settings Tab » Default Customer Hub Group

When tickets are submitted on the Customer Hub or email, you have the option to define which Group the ticket will be associated with. A common group for customer service is usually designated for this but you have the option to select any group you have created. All…

More on Customer Hub

Getting Started » Customer Hub » More on Customer Hub

Ready for more? Click here to learn more about customizing Customer Hub such as setting up CName, Wiki, My Products section, and Suggested Solutions. TeamSupport is a leading customer service software solution. For more information on how TeamSupport can help…

Customer Hub Usage Guide

Customer Hub » Customer Hub Usage Guide

This document is intended to be provided to your customers, who are the end users of the TeamSupport Customer Hub. The document is provided in Word format so that you can easily make edits according to the settings you have selected, and also to provide a company logo…

Sending an Email from a Ticket

Advanced User Functions » Ticket Functions – Advanced » Sending an Email from a Ticket

TeamSupport is built around a very strong base of email communication, and we make it very easy to communicate with clients via email directly from the ticket. We call this feature “Web Conversations” and it is the ability to hold communications with…

Changing the Customer Hub URL

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Basic Hub Settings Tab » Changing the Customer Hub URL

Edition: Enterprise The default URL for your Customer Hub will be a subdomain of the TeamSupport URL. For example: The company “Bits & Bytes” might have a default URL of bitsandbytes.na1.teamsupport.com and a Wiki document might route to a URL…

Suggested Solutions on Customer Hub

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Suggested Solutions on Customer Hub

In an effort to reduce the number of tickets your customers send your way, you can use Knowledge Base Tickets and Tagging to display suggested articles to your customers in hopes they will find the answer to their question before actually submitting a ticket or…

Make a Post on the Water Cooler

Quick Start User Basics » Make a Post on the Water Cooler

The easiest way to think of the Water Cooler is as a Facebook-type social network that only people in your company can access. You can post questions, have conversations, and even chat one on one with your colleagues. Basically, it’s a way for you to collaborate…

Customers on Tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Customers on Tickets

Associating a Customer to a Ticket There are several ways a customer can become associated to a ticket including: When a customer sends an email to your support address (read how to configure email here) a ticket will be created and their email address will be…

SSO (Single Sign On) with Customer Hub

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Granting Access to Customer Hub » SSO (Single Sign On) with Customer Hub

You have the option for your TeamSupport Customer Hub to require a user to log in with a username and password. While this works fine for some TeamSupport customers, requiring a password creates a problem if the Customer Hub is being accessed from within another…

Subscribing to Tickets

Advanced User Functions » Ticket Functions – Advanced » My Tickets – Advanced » Subscribing to Tickets

You can subscribe yourself, or you can subscribe others to tickets. Once subscribed, when the ticket is updated, subscribed users will get an email with the ticket details. Users can unsubscribe from these updates at anytime. Subscribing is an easy way to ensure…

Self Registration and Request Access on Customer Hub

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Granting Access to Customer Hub » Self Registration and Request Access on Customer Hub

Auto Register and Request Access are two methods you elect to enable on your Customer Hub. Auto Register allows your Customers to automatically gain access to your Hub immediately by supplying their username and password. You may choose not to have this option if you…

Products Section

Advanced User Functions » Products Section

Edition: Enterprise 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…

Inventory Section

Advanced User Functions » Inventory Section

Edition: Enterprise The TeamSupport Inventory module allows you to track physical inventory items (or “assets”) which have been shipped to customers. You can also associate these assets to tickets for easier tracking. There are four tabs on the…

_Unknown Company – What is it?

Advanced User Functions » Customer Functions – Advanced » _Unknown Company – What is it?

The _Unknown Company is automatically created when one of your customers submits a ticket and they do not exist in your customer database. The _Unknown Company used in conjunction with the Customer Hub is mainly used (and designed) for TeamSupport customers that are…

CDI Settings

Advanced Admin Functions » My Company Settings » CDI Settings

CDI Overview One of the powers of TeamSupport is that we track a great deal of information about your customers. The Customer Distress Index, or CDI for short, computes a single number for each of your customers which will give you an idea of how often your…

Access to Knowledge Base

Advanced User Functions » Knowledge Base » Access to Knowledge Base

There are 3 different ways to access the Knowledge Base. Internal Knowedge Base If you are a TeamSupport user, you have access to the Internal Knowledge Base. This Knowledge Base section on the left hand navigation shows all of the articles that are available to…

Create Ticket HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Create Ticket HTML Code

Here is the factory code for the Create Ticket page for the Customer Hub. If you would like to use this code on your page, you can hit the red “Revert” button on your page. If you do not see the “Revert” button, that means your code is up to…

Terms and Conditions HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Terms and Conditions HTML Code

Here is the factory code for the Terms and Conditions page for the Customer Hub. If you would like to use this code on your page, you can hit the red “Revert” button on your page. If you do not see the “Revert” button, that means your code is…

Screen, Audio, and Video Sharing on Chat

Advanced User Functions » Customer Chat Functions » Screen, Audio, and Video Sharing on Chat

Edition: Enterprise Only Customer Chat provides an additional channel for your customer to reach your Support team. Some of your customers may never use chat, but others may gravitate to this method if it is available. It is good to provide several different…

Dashboard HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Dashboard HTML Code

Here is the factory code for the Dashboard page for the Customer Hub. If you would like to use this code on your page, you can hit the red “Revert” button on your page. If you do not see the “Revert” button, that means your code is up to…

Header HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Header HTML Code

Here is the factory code for the Header page for the Customer Hub. If you would like to use this code on your page, you can hit the red “Revert” button on your page. If you do not see the “Revert” button, that means your code is up to…

Access Detail HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Access Detail HTML Code

Here is the factory code for the Access Detail page for the Customer Hub. If you would like to use this code on your page, you can hit the red “Revert” button on your page. If you do not see the “Revert” button, that means your code is up to…

Add an Asset

Advanced User Functions » Inventory Section » Add an Asset

Editions: Enterprise Only To add a new asset, click the “New Asset” button from the main Inventory screen. Fill in the following form and click save. The Product pull down displays all of the products you have created under the Product Section…

Manage an Asset

Advanced User Functions » Inventory Section » Manage an Asset

Editions: Enterprise Only Details Tab When you open an asset, depending on the assignment of the asset (Assigned, Warehouse, or Junkyard), you can take one or more the following actions: Assign Return Junk Edit View History Assign Asset To ship/assign an…

Custom CSS HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Custom CSS HTML Code

Here is the factory code for the Custom CSS page for the Customer Hub. If you would like to use this code on your page, you can hit the red “Revert” button on your page. If you do not see the “Revert” button, that means your code is up to…

Knowledge Base HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Knowledge Base HTML Code

Here is the factory code for the Knowledge Base page for the Customer Hub. If you would like to use this code on your page, you can hit the red “Revert” button on your page. If you do not see the “Revert” button, that means your code is up to…

Advanced View Designer Tab

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab

If there are edits that you would like to make to your Customer Hub that cannot be handled by the Basic Hub Settings tab, you may be able to edit the HTML directly using the Advanced View Designer tab. We recommend building your Hub on in a Sandbox environment so that…

Wiki HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Wiki HTML Code

Here is the factory code for the Wiki page for the Customer Hub. If you would like to use this code on your page, you can hit the red “Revert” button on your page. If you do not see the “Revert” button, that means your code is up to date. If…

Manage Users

Advanced User Functions » User Account Settings » Manage Users

Click here to learn about Adding a New User. User Status TeamSupport users who are Admins can also change any other user’s status by clicking on the online/offline button next to their name on the list of users. This is useful if a user became unavailable…

User Account Settings

Advanced User Functions » User Account Settings

The User section is where all TeamSupport users are added and defined. Tabs User Information: Contains information about the user and user settings Open/Closed/All Tickets: You can view all tickets for any user using these tabs Ticket Queue: View/Edit a users…

Footer HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Footer HTML Code

Here is the factory code for the Footer page for the Customer Hub. If you would like to use this code on your page, you can hit the red “Revert” button on your page. If you do not see the “Revert” button, that means your code is up to…

Changing Your Password

Advanced User Functions » User Account Settings » Changing Your Password

Change Your Password 1. Go to the Users section and click on our name. You can also reset another user’s password also. 2. Browse to the “User Properties” section. 3. Click “Reset and Email Password” next to…

Setup Customers

Getting Started » Setup Customers

The Customers tab is where you can define who your customers are, what Products and Versions they are using, and attach important files and activites. Get started here by Adding a Customer.

Basic Hub Settings Tab

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Basic Hub Settings Tab

The Basic Hub Settings Tab contains many of the settings you need to configure your Hub. This page is also where you can add additional Hubs. The Advanced View Designer Tab allows you to edit the HTML on each page of your Hub for further customization. We have…

User Rights and Abilities

Advanced User Functions » User Account Settings » User Rights and Abilities

Each user can be configured to have specific rights and abilities in your system. The User section is found on the left hand navigation menu. Rights A user must be a System Administrator in order to edit the following fields. Product Lines (Enterprise Only):…

Knowledge Base Article HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Knowledge Base Article HTML Code

Here is the factory code for the Knowledge Base Article page for the Customer Hub. If you would like to use this code on your page, you can hit the red “Revert” button on your page. If you do not see the “Revert” button, that means your code…

Merging Companies and Contacts

Advanced User Functions » Customer Functions – Advanced » Merging Companies and Contacts

There are occasions where you may have multiple entries for the same Company or Contacts. In these cases, you may choose to merge these Companies or Contacts together. *Please note that the Customer Merge feature is only available to system Admins. Also, all merge…

Knowledge Base

Advanced User Functions » Knowledge Base

The Knowledge Base is great area to store documents for your internal team or for your customers to access at any time from the Customer Hub. This section includes the following topics: Type of Knowledge Base: There are three different areas where the Knowledge…

Knowledge Base Setup

Advanced User Functions » Knowledge Base » Knowledge Base Setup

The internal Knowledge Base does not require any setup. Simply create a Knowledge Base article, and it will be available for TeamSupport users. You may optionally create Knowledge Base Categories to help with organization. Some setup is required for Customers to…

Email Integration

Getting Started » Email Integration

How it works – High Level: When your customer (or anyone) sends emails to your support@yourcompany.com address, it will create a new ticket. The sender will get an auto reply confirming receipt, and your team will get an email letting them know a new ticket…

Water Cooler – Advanced

Advanced User Functions » Water Cooler – Advanced

The easiest way to think of the Water Cooler is as a Facebook-type social network that only people in your company can access. You can post questions, have conversations, and even chat one on one with your colleagues. Basically, it’s a way for you to collaborate…

Assigning SLAs

Advanced Admin Functions » SLA (Service Level Agreement) » Assigning SLAs

After you have created and added triggers to your SLA, to finalize your SLA setup, you will need to assign the SLA. There are 4 places where you can make this assignment. Customer Section, Customer/Product Association, Product Section, and Internal. *It is important…

Knowledge Base Filtering with Products and Customers

Advanced User Functions » Knowledge Base » Getting the Most out of your Knowledge Base » Knowledge Base Filtering with Products and Customers

Please note: The Products module is only available in the Enterprise Edition. There are several ways to filter your Knowledge Base content. *If you are using Customer Filtering and Product Filtering, Customer Filtering logic will take precedence. Customer…

Tasks

Advanced User Functions » Tasks

Edition: Enterprise TeamSupport very often crosses over into the realm of Project Management when there are multiple steps or actions that need to be taken and managed regarding Tickets, Customers, Contact, Products, Users, and Groups. The Tasks feature allows…

Salesforce

Advanced Admin Functions » 3rd Party Integrations and API » Salesforce

Edition: Enterprise High Level Overview TeamSupport is not a sales tool and as such our solution does not entail sales force automation, lead generation, sales opportunities or marketing campaigns. We are focused on helping your organization provide the best…

Tasks on Tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Tasks on Tickets

Edition: Enterprise *Enterprise Edition customers use our Tasks feature rather than Reminders, which is Support Desk only. Tasks are an extension of Reminders and allows user to assign and manage Tasks for themselves and other users. The Tasks feature allows…

My Company Settings

Advanced Admin Functions » My Company Settings

The My Company tab contains multiple tabs that control global settings for your TeamSupport account. Account Settings: The first tab in the Admin section stores the basic information about your company and your Chat settings. CDI Rating: The Customer Distress…

Email Templates

Advanced Admin Functions » Email Integration – Advanced » Email Templates

Every email that is sent out of TeamSupport has a template associated to it. You are able to customize each template to meet the needs of your organization. Your account has been pre-configured with default settings for your convenience. Global Templates…

Ticket Types

Advanced Admin Functions » Custom Properties – Advanced » Ticket Types

Ticket Types are a core feature of TeamSupport and allow you to classify tickets in a structured manner. The system provides complete flexibility in how you configure ticket types, and we also let you define different custom fields for each ticket types. A few notes…

Ratings

Advanced User Functions » Ratings

TeamSupport gives you the ability to create a customer feedback loop, which gives you valuable insight into the satisfaction of your customers. *Please note: If you signed up for TeamSupport after June 28, 2014, Ratings will be pre-configured in your account. For…

Groups

Advanced User Functions » Groups

Groups are used to categorize your users. 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.…

Community Settings

Advanced Admin Functions » My Portal Settings » Community Settings

You may choose to enable Community (or what some call forums) on your Customer Hub at no additional cost and let your customers help each other, and also converse with your team. Note: Some customers may want to create a new ticket type called Community or Forum…

Custom Fields – Advanced

Advanced Admin Functions » Custom Fields – Advanced

*If you are looking for the basic and most commonly used Custom Fields, read this first. The Custom Fields section allows you to create fields unique to your organization for Tickets, Users, Products, Product Versions, Product Line, Inventory Assets, Customers,…

Zoho CRM

Advanced Admin Functions » 3rd Party Integrations and API » Zoho CRM

TeamSupport has native integration with Zoho CRM so that company, contact and product information can by synced from your Zoho account into your TeamSupport account, and ticket information can be sent back to Zoho. This integration allows your company to use best of…

Calendar

Advanced User Functions » Calendar

TeamSupport offers an integrated team Calendar solution in order to provide extended collaboration across your organization. The TeamSupport Calendar can be used to display Ticket Due Dates, Reminders, and to add personal or team events such as Projects dates,…