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 version within the Products section. By defining your products, you will have quick access to this information from several pull down menus in the ticket window as show in the screen shot below:
You can expose additional information by mousing over the product fields:
Product Lines is an option feature that can configured to filter Ticket types and to use custom Email Templates. While you do not select Product Lines from the ticket, they are linked to Products, which can be selected on a ticket. Based on the Product selection made on a ticket, Ticket Types will be narrowed down based on how they are configured in Custom Properties. Additionally, if configured, specific Email Templates may be used based on Product Selection. Click here to learn more about configuring Ticket Types, and here to learn more about Email Templates.
TeamSupport offers custom fields on tickets, for which there is an option to define a “Parent Product”. If a “Parent Product” is defined, that custom field will only be displayed if the “Parent Product” is selected on the ticket. Click here for more information on configuring conditional custom fields.
You can automatically change a Product on a ticket using Ticket Automation.
Relating Tickets by Product selection
Click here to learn how you can use the product section to relate tickets together that are affected by the same product versions.
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