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Basic Customization

Getting Started » Basic Customization

Although TeamSupport is pre-configured with very useful defaults, there are many opportunities for customization. Here are a few to get started with: Setup Ticket Types Setup Custom Fields Setup Other Custom Properties

Basic Workflow

Quick Start User Basics » Basic Workflow

Every organization is different. Your TeamSupport account has a lot of default settings to give you a turn-key customer support solution. Additionally, you can customize the settings and workflow to meet the unique needs of your organization. Here is an example of a…

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…

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…

Quick Start User Basics

Quick Start User Basics

First you’ll need to log in. What’s Next? Basic Workflow Explore your Dashboard Explore the Customer Section Create your first ticket Manage your tickets Search Make a Post on the Water Cooler Ready for More? Click here for Advanced User…

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…

Advanced User Functions

Advanced User Functions

If you are a basic Support User, you might find all you need in the Quick Start User Basics section. Browse this section for Advanced User topics such as: Home Screen Navigation Dashboard Ticket Functions Ticket Tags Knowledge…

What’s Next?

Getting Started » What’s Next?

You’re finished with the Getting Started Section… What’s Next? Click here to learn the basic day-to-day tasks of a typical support software user. Click here if you would like to see a bit more of what is under the hood. Click here to expand your…

Ticket Functions – Advanced

Advanced User Functions » Ticket Functions – Advanced

*Please Note: This section includes Advanced Ticketing Functions. Basic ticketing functions are covered here, in the Quick Start User Basics section of this manual. Tickets are the core of the TeamSupport system and is where the majority of the work happens within…

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…

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…

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…

API Sample Code

Advanced Admin Functions » 3rd Party Integrations and API » API » API Sample Code

*The URL examples below contain a [ServerName] placeholder. This needs to be replaced with your Server Name, or removed if your URL does not contain a server name. How do I find my URL? Here is sample code written in C# to create a Company. using System; using…

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…

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…

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 –…

Tortoise SVN

Advanced Admin Functions » 3rd Party Integrations and API » Tortoise SVN

Editions: Enterprise TeamSupport offers basic integration with Subversion through the Tortoise SVN client. Setting this up is simple – Just a few changes in the Tortoise properties. Click here to see the Tortoise documentation and how to change their…

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…

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…

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…

Suggested Solutions / Canned Responses

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Action Editing Features » Suggested Solutions / Canned Responses

Please note: The “Insert Knowledge Base” feature is now “Suggested Solutions” When logging an Action on a ticket, you can insert a KB article on the fly. This is an easy way to provide answers to repetitive questions and avoid the need to…

Custom Properties – Advanced

Advanced Admin Functions » Custom Properties – Advanced

The Custom Properties section allows you modify, add and delete the various properties in the application to customize it to have exactly the data you want. *The default will be the first value in the list. The order of the dropdown will be as they are ordered in the…

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…

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…

What about all of the icons on the left?

Advanced User Functions » What about all of the icons on the left?

The left side of the application displays a list of navigation buttons which direct the user to the specific area of interest. The available buttons will depend on the version of TeamSupport you are using. In this display, you can see everything available in the…

Email Integration – Advanced

Advanced Admin Functions » Email Integration – Advanced

*If you would like to know the basic requirements for setting up email integration, read this first. 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…

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…

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.…

Wiki

Advanced User Functions » Wiki

*Please note: Our Wiki has had a face lift since this video was made, however much of the functionality is the same. See screenshots below for the new Wiki. This article describes how to configure and use the Wiki section. Click here for some great ideas on how to…

Custom Ticket Widget

Advanced Admin Functions » My Company Settings » Custom Ticket Widget

Edition: Enterprise Only TeamSupport gives Enterprise Customers the ability to add a Custom Widget to the Ticket page. This option allows you to add custom code that will appear as a widget, or plugin, on the right hand side of your ticket. For example, you may…

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,…

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…

API

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

The TeamSupport API is a RESTful style API over HTTP using XML or JSON. Each object (Tickets, Customers, Products, Jira, etc…) in TeamSupport is treated as a resource. You can use four verbs (GET, POST, PUT, DELETE) to manipulate the data. API Topics Below…

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…

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…