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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…

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…

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…

Ticket Templates

Advanced Admin Functions » Ticket Templates

Ticket Templates are configured under Admin -> Ticket Templates tab. Ticket templates allow you to insert pre-built forms into a ticket’s description. These templates can be triggered by a Ticket Type, an Action Type, or a Custom Field Pick List value selected…

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…

Ticket Tags

Advanced User Functions » Ticket Tags

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. The Ticket Tags section can be found on the left hand navigation from…

Ticket Queue

Advanced User Functions » Ticket Functions – Advanced » My Tickets – Advanced » Ticket Queue

The ticket queue is designed to offer better control over what you and others are working on today or over the next week. A user may have many, many tickets assigned to them, but in many cases, the user is not necessarily going to work on every single one of those…

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

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…

Create your First Ticket

Getting Started » Create your First Ticket

There are many ways a new ticket can be created automatically. These include via email, the Customer Portal, a CRM integration, and from our API. You can also create a ticket manually by clicking on one of the following New Ticket buttons. From the “My…

Ticket Automation

Advanced Admin Functions » Ticket Automation

Ticket Automation is a powerful feature within TeamSupport that allows you to create rules for handling tickets. The potential uses of Ticket Automation are almost limitless, but a few examples include: Automatically reminding customers when they haven’t…

Ticket Statuses

Advanced Admin Functions » Custom Properties – Advanced » Ticket Statuses

Ticket Statuses reflect the current state of a ticket and are completely customizable on a per ticket type basis. Ticket Statuses can be a very important part of your ticketing system. Here are several points to consider when you are adding Ticket…

Ticket Page Order

Advanced Admin Functions » My Company Settings » Ticket Page Order

TeamSupport gives you the ability to customize your Ticket Page by choosing which fields are displayed, and in what order, on the right and side of your ticket window. These are organizational wide settings and will be displayed the same for all users. To access…

Ticket Detail – Advanced

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced

TeamSupport users spend the majority of their time inside of the Ticket Detail Window. There are many options on this screen for customization as are described below. When you open a ticket, it will open in a new tab along the top of the TeamSupport window. This…

Custom Fields on Tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Custom Fields on Tickets

Custom fields are an important part of customizing TeamSupport according to your needs. Click here to learn more about adding Custom Fields. Custom fields are displayed in a group on the right hand side of the ticket. If a custom field is mandatory, before saving,…

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…

Custom Grid Columns

Advanced Admin Functions » My Portal Settings » Custom Grid Columns

Along with many other types of customization, TeamSupport allows you to select which columns will be displayed to your customers on their Ticket Grids on the Customer Hub. On new accounts, a default set of columns are selected. To edit this list, go to Admin->My…

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. The following form is displayed. The only required field for this form is Name. Name: Each ticket…

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 Portal. This option can be found under Admin -> My Portal -> General Tab -> “Default Portal Group”…

Conditional Custom Fields

Advanced Admin Functions » Custom Fields – Advanced » Conditional Custom Fields

Conditional Custom Fields for tickets will allow you to display certain custom fields based on a value that was selected in a “Parent” field. A “Parent” field can be another Custom field Pick List, and/or a Product selection (available in…

Setup Ticket Types

Getting Started » Basic Customization » Setup Ticket Types

You have the ability to define what types of tickets you need to manage within your operation. We pre-configure a few types to help you get started, however these may be changed to what you need. You can always edit the name of the Ticket Types later. You can also…

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…

Setup Custom Fields

Getting Started » Basic Customization » Setup Custom Fields

The Custom Fields section allows you to create fields unique to your organization for a handful of areas including Tickets, Users, and Customers. Each of these different areas in the application can have as many different custom fields as you want. To add/edit custom…

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…

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, Customers, Inventory Assets, Customer…

Ticket Detail Tab

Quick Start User Basics » Manage your Tickets » Ticket Detail Tab

When you open a new ticket, a new ticket detail tab will open. You can multitask by having multiple tabs open at once for tickets, customers, and reports. The Ticket Detail tab will show all correspondence from Customer and Agents in the white action…

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…

Setup Other Custom Properties

Getting Started » Basic Customization » Setup Other Custom Properties

For additional customization, from the left hand navigation click on Admin -> Custom Properties tab -> then make your selection from the “System Property type” drop down menu. To Add a new value, click the “+ Add” link. Name is the only…

Input Masks (Custom Fields)

Advanced Admin Functions » Custom Fields – Advanced » Input Masks (Custom Fields)

Input masks allows a user to more easily enter fixed width input where you would like them to enter the data in a certain format (dates,phone numbers, etc). A mask is defined by a format made up of mask literals and mask definitions. Any character not in the…

Suggested Solutions (Ticket Deflection)

Advanced User Functions » Knowledge Base » Getting the Most out of your Knowledge Base » Suggested Solutions (Ticket Deflection)

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

User Ticket Rights

Advanced User Functions » User Account Settings » User Ticket Rights

You can configure each user to have specific rights in your system. Go to User -> User Properties Product Lines (Enterprise Only): This option can allow you to limit the users view to “Only specific Product Lines”. If this option is selected, you…

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…

Mandatory Custom Fields

Advanced Admin Functions » Custom Fields – Advanced » Mandatory Custom Fields

Often TeamSupport users find it necessary to enforce mandatory fields which must have a value. We make this quite simple by having a checkbox for “A Value is Required” or “A Value is Required prior to closing a ticket” in the custom fields…

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…

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…

Placeholder Variables for Ticket Automation

Advanced Admin Functions » Ticket Automation » Placeholder Variables for Ticket Automation

Placeholder Variables There are a handful of placeholder variables which can be used in the Log Public/Private Actions and Notify User Actions. Simply place the text as below, including the “squiggly parenthesis” and the text will be replaced by 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…

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…

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…

Customers on Tickets

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

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 associated with the ticket…

Action Editing Features

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Action Editing Features

When you click the “Add Public or Private Action” link in TeamSupport, the following text box will open up and allow you to type directly into it. A very useful resource for supporting your customers may be to provide them with screenshots. You may copy…

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…

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. …

Tips and Tricks for Supervisors

Advanced User Functions » Ticket Functions – Advanced » Tips and Tricks for Supervisors

TeamSupport gives you lots of tools to help support your customers. Here are some tips and tricks for Supervisors who manage other TeamSupport users. Review and Manage User Queues for your team Setup Ticket Automation to automate some of your tasks Put a report…

Tips and Tricks for Managing your Tickets

Advanced User Functions » Ticket Functions – Advanced » Tips and Tricks for Managing your Tickets

TeamSupport gives you lots of tools to help support your customers. Here are some tips and tricks for managing your tickets: Statuses: Statuses are important to keep up to date in order to communicate with your customer, but they also allow a user to quickly see…

Reminders on tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Reminders on tickets

Edition: Support Desk *Enterprise Edition customers use our Tasks feature rather than Reminders. Tasks are an extension of Reminders and allows user to assign and manage Tasks for themselves and other users. Reminders are a great way to stay on top of follow ups…

Manage your Tickets

Quick Start User Basics » Manage your Tickets

Haven’t created your first ticket yet? You can do that here. Tickets are the major component of TeamSupport. There are two main areas to Edit/Manage your tickets: Ticket Detail Tab My Tickets Grid What’s Next? Click here for More on Managing your…

Screen Recording

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Action Editing Features » Screen Recording

TeamSupport provides a screen recording feature so that your teams can better describe a solution to your customers. You can record your screen and embed it within the ticket action so your customers can play a video and optionally hear your voice recording describing…

Request Update

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Request Update

The quickest way to get an update on a ticket from the assigned user is to use the “Request Update” button at the top of any ticket: When this button is clicked, the following message is displayed indicating that an email update was sent to the assigned…

Workflow

Advanced Admin Functions » Workflow

To setup workflow, go to ADMIN -> WORKFLOW tab. The ability to customize the workflow steps in TeamSupport is an extremely powerful feature. Basically this section allows you to define the possible next steps that a ticket can take when one status is selected. While…