If you give your customers access to your Customer Hub you can enable Community (or what some call forums) at no additional cost and let your customers help each other, and also converse with your team.
This page will cover how to use the Community Section of TeamSupport. You will first need to configure Community for use.
Click here to learn how to configure Community in your Admin section.
You can see how your customers will use Community in our usage guides for the Customer Hub.
Browse to Community on the left hand navigation. The Community Grid has similar tools and behavior to the My Tickets section.
User Posting to the Community
Once you have created your categories and subcategories, navigate to Community, and click “New Ticket” at the top the grid. The ticket name will be the topic name and the description will be the body of the post.
Now select the sub category you want to post in, mark the ticket visible to customers and save it. That’s it!
Locking and Making Topics Sticky
If you want to lock the post from further customer comments, set the ticket status to Closed. It will still be visible/searchable on the Customer Hub, but your customers will not be able to comment on it further. If you want to unlock it, set the status to something other than Closed.
In some cases, community topics can become busy and important items moved to the bottom out of view. If this is the case in your community, then you have the ability to make topics “sticky”. Do to this, open the community ticket within the main TeamSupport app and set the Knowledge base flag to Yes and also make sure the ticket description is in the Knowledge base.
When you do this, you will see the word Sticky appear on those topics and they will always remain at the top of the list.
Need more help with this?
Don’t hesitate to contact us here.