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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…

Wiki Privacy Settings

Advanced User Functions » Wiki » Wiki Privacy Settings

There are 3 levels of privacy for Wiki Articles. Visible on Portals: This option will give your customers access to this article on your Customer Hub. Private Article : You can elect to make the article private so that only you can see it. This is useful if…

Search Basics

Quick Start User Basics » Search Basics

TeamSupport offers a powerful search tool which allows you to find Tickets, KB articles, Customers, and Contacts quickly. You can also perform advanced filters and sorting to better narrow down your search. Field Definitions Search Bar: Type your word or words…

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…

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…

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…

Email Settings

Advanced Admin Functions » Email Integration – Advanced » Email Settings

To setup emails, click on the Admin tab from your left-hand navigation, then click the Email tab. Field Definitions System Email: This is your company’s dropbox account. We recommend you forward your company’s support address to this address and…

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…

Search – Advanced

Advanced User Functions » Search – Advanced

TeamSupport offers a powerful search tool which allows you to find Tickets, KB articles, Customers, and Contacts quickly. You can also perform advanced filters and sorting to better narrow down your search. Field Definitions Search Bar: Type your word or words…

Welcome!

Welcome!

! NOTE: As of the end of June 30, 2020, this page will no longer be kept up to date. Please utilize our Customer Hub and our Knowledge Base to review the latest and most up to date documentation via the TeamSupport Customer Hub Welcome to the TeamSupport…

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:…

How are tickets created?

Advanced User Functions » Ticket Functions – Advanced » How are tickets created?

TeamSupport is a true multi-channel customer support solution which means that tickets can be created through a variety of means. The following is a list, with links to the appropriate section of the documentation, of the various ways tickets can be…

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…

Help Center

Help Center

We are here to help! This documentation site may have the information you need, but it is not your only resource. Is this a new account? Visit the Getting Started section. Are you a new user? Visit the Quick Start User Basics section. Advanced User? Visit the…

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…

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…

Uses of the Wiki

Advanced User Functions » Wiki » Uses of the Wiki

The Wiki feature is a great capability within TeamSupport, but we often get a variation of the “What do we do with it?” question. This help article will try to give you a few ideas of what we see the Wiki being used for. Please keep in mind that you can…

What do all the buttons on the top do?

Advanced User Functions » What do all the buttons on the top do?

Field Definitions Top Row “New Ticket Button” – Click this button to open a new ticket “Quick Ticket Search” – You can search by ticket name or ticket number and a list of matching tickets will be displayed in the pulldown…

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…