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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…

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…

Email Integration

Getting Started » Email Integration

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 get an auto reply confirming receipt, and your team will get an email letting them know a new ticket…

Email – Best Practices

Big Picture Topics » Email – Best Practices

While TeamSupport can handle e-mail in a number of different ways, below is a list of recommended e-mail practices: Forward your Support e-mail address to your TeamSupport dropbox. This is easily accomplished on most e-mail systems, but will require your mail…

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…

Email Integration Setup

Getting Started » Email Integration » Email Integration Setup

To setup the Email integration, you will need to go to the Admin -> Email tab. Simply forward your company’s support address (or another department/group email address) to the system email address in your account. When emails are received, they will either…

“Email Ticket” Button

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » “Email Ticket” Button

The “Email Ticket” button can be found under the “More” button on the top menu of the Ticket Detail page. This button allows the Public Actions within a ticket to be emailed to one or more recipients. This means private actions are not sent…

More on Email Integration

Getting Started » Email Integration » More on Email Integration

Ready for more? Click here to read more about Advanced Email Integration options such as Tagging Emails in the subject lines, adding Alternate Email Addresses, and Customizing Outgoing Emails. TeamSupport is a leading customer service software solution. For more…

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…

Alternate Emails

Advanced Admin Functions » Email Integration – Advanced » Alternate Emails

To setup emails, go to ADMIN -> Email tab. The alternate email feature is designed to allow multiple company email addresses to be forwarded and routed to your TeamSupport account. You can have the tickets associated with a certain group, product (enterprise edition…

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…

Scheduled Reports

Advanced User Functions » Reporting & Metrics » Scheduled Reports

Scheduling a Report can be an excellent way to make your Reports even more useful. Here are several use cases for scheduling reports: SLAs and capturing the amount of support that was given to a customer in a certain timeframe can be time sensitive. To ensure that…

Web Conversations

Big Picture Topics » Web Conversations

Web Conversations are a powerful and unique feature of TeamSupport which allows you to get out of the e-mail inbox for managing support issues. If a ticket has been associated with a specific end user (either they created the ticket via e-mail or via the Customer…

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 –…

Applause on a Ticket Action

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Applause on a Ticket Action

The Applause feature encourages teamwork by letting users applaud other team member’s Ticket Actions, similar to the “Like” button on Water Cooler. If a user sees an Action created by another team member that is worthy of applause, they can toggle…

Agent Ratings – Setup

Advanced Admin Functions » My Company Settings » Agent Ratings – Setup

*Please note: If you signed up for TeamSupport after June 28, 2014, Agent Ratings will be pre-configured in your account. For customers who had an active account on or before June 28, 2014, setup is required. There are several components to Setup Agent…

Manage Users

Advanced User Functions » User Account Settings » Manage Users

Click here to learn about Adding a New User. User Status TeamSupport users who are Admins can also change any other user’s status by clicking on the online/offline button next to their name on the list of users. This is useful if a user became unavailable…

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…

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…

File Attachments on Tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Action Editing Features » File Attachments on Tickets

There are multiple ways to add file attachments to actions within tickets: Manually You can add file attachments to a ticket through the TeamSupport user interface by clicking on the Attach File button at the bottom of the action. You can also drag and drop files…

Logging In

Getting Started » Logging In

Login to TeamSupport at https://login.teamsupport.com. Your email address is your user name. If you have multiple accounts with your email address, you will be asked to select which account you would like to log into. Depending on your log in method, this may be a…

Suggested Solutions on Customer Hub

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Suggested Solutions on Customer Hub

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

Twitter

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

When someone mentions your twitter account in a tweet, or one of your followers sends you a DM (direct message), twitter can be set to send out an email to the address of your choosing. To have these notification emails create a ticket in your account: 1. From the…

Add a New User

Getting Started » Setup Users » Add a New User

To add a new user you will need to click on User from the left hand navigation from within TeamSupport. Click the Add button. This button is only available to system Admins. Then fill out the form. There are 3 required fields on this form: First Name, Last Name,…

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…

RingCentral

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

TeamSupport offers two ways to integrate with the RingCentral phone system. Call Pops If you are using the RingCentral softphone application, you can have it launch TeamSupport automatically and bring up information on the client who is calling you. With the…

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…

_Unknown Company – What is it?

Advanced User Functions » Customer Functions – Advanced » _Unknown Company – What is it?

The _Unknown Company is automatically created when one of your customers submits a ticket and they do not exist in your customer database. The _Unknown Company used in conjunction with the Customer Hub is mainly used (and designed) for TeamSupport customers that are…

Customers on Tickets

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

Associating a Customer to a Ticket 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…

Edit Customer Info and Settings

Advanced User Functions » Customer Functions – Advanced » Edit Customer Info and Settings

To manage the Customer Information section, click on a Customer or Contact name from the Customer section on the left hand navigation. Click the Edit button on the top right hand corner of the window. The button goes from blue to green, which means you are in edit…

User Signature

Advanced User Functions » User Account Settings » User Signature

TeamSupport allows each member of your team to add a custom signature to their profile, so that each ticket action/email they add to a ticket will include their signature. To set this up, go to the Users section and select yourself (or another user if you are an…

How do I find my URL?

Advanced Admin Functions » 3rd Party Integrations and API » API » How do I find my URL?

The easiest way to find your URL is by locating your “Welcome to TeamSupport” email which was sent to you when your account was created. Be sure to bookmark your URL to make finding it easier. If you have misplaced your URL and cannot locate your…

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…

Survey Monkey

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

While TeamSupport offers a native Ratings solution, there are some cases where you may need a full suite of survey features for more granular feedback collection and analysis. By adding a simple link to your Ticket Closed email template in TeamSupport, when a ticket…

Product on Tickets

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

Edition: Enterprise 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…

Test in a Sandbox Account

Getting Started » Test in a Sandbox Account

If you would like to have a test account – you can setup a Sandbox Account. This will allow you to: Work in a testing environment See the emails that we send out of TeamSupport Setup Ticket Automation Triggers Customize Email Templates and design of…

Multiple Customer Hubs

Customer Hub » Multiple Customer Hubs

Edition: Enterprise Product Lines allows you to organize many aspects of your TeamSupport account. Along with Knowledge Base Articles, Custom Fields, Email Templates, Ticket Types, and other modules, you have the ability to create an unlimited number of Customer Hubs…

Agent Ratings Tab

Advanced Admin Functions » My Company Settings » Agent Ratings – Setup » Agent Ratings Tab

This section describes how to setup Ratings in your account. Please note that accounts created after June 28, 2014 are pre-configured with default values. The Agent Rating settings tab can be found at Admin->My Company->Agent Ratings. You are able to adjust the…

Big Picture Topics

Big Picture Topics

Browse this section to learn more about how to bring different parts of the system together to give your customers the best support experience possible. Topics include: Email – Best Practices Web Conversations Knowledge Base vs Wiki Privacy and…

More on User Setup

Getting Started » Setup Users » More on User Setup

Ready for more? Click here for advanced User Setup options such as Changing your Password, User Ticket Rights (security) and Email Ticket Notifications. TeamSupport is a leading customer service software solution. For more information on how TeamSupport can help…

Customer Insights

Advanced User Functions » Customer Functions – Advanced » Customer Insights

TeamSupports offers our Customer Insights feature which automatically pulls data from publicly accessible data sources including a Contact’s photo and LinkedIn profile, and the Company Logo and Description. The Contact avatar will be displayed along with any…

Dropbox

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

If you have a Dropbox account, you can insert a direct link to any document into a ticket action. Your customer will then be able to click the link from the email update they get, or from the Customer Hub and access the file.

Changing Your Password

Advanced User Functions » User Account Settings » Changing Your Password

Change Your Password 1. Go to the Users section and click on our name. You can also reset another user’s password also. 2. Browse to the “User Properties” section. 3. Click “Reset and Email Password” next to…

Products Section

Advanced User Functions » Products Section

Edition: Enterprise One of the biggest differences between TeamSupport and the rest of the solutions on the market is understanding the importance of being able to track specific product versions to a customer and a ticket. The development/product management…

Reminders Tab

Advanced User Functions » Ticket Functions – Advanced » My Tickets – Advanced » Reminders Tab

Editon: Support Desk *Enterprise Edition uses the extended Tasks feature rather than Reminders. The Tasks feature allows TeamSupport users to assign and track multiple tasks for other users or themselves on a single ticket. Reminders are a great way to stay on…

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…

MailChimp

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

TeamSupport contacts can be synced up with a specific MailChimp list so that when you need to email your customers about product news, upgrades, maintenance, and so forth, you will know your list is always up to date. 1. Create a list within Mailchimp. 2. Locate…

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…

Access Detail HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Access Detail HTML Code

Here is the factory code for the Access Detail 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…

Highrise

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

TeamSupport has native integration with 37 Signal’s Highrise CRM system so that company and contact information can by synced from Highrise to TeamSupport, and ticket information can be sent back to Highrise. Setup: Setting up the integration is very…

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…

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…

Advanced Admin Functions

Advanced Admin Functions

TeamSupport gives you simple, yet robust tools in order to customize your system. The Admin section of TeamSupport is only visible to those with Administrative rights. If you do not see the Admin section and feel you should have access, please contact your…

Manually Granting Access to Customer Hub

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Granting Access to Customer Hub » Manually Granting Access to Customer Hub

You may grant any Customer and/or Contact access to the Customer Hub manually through the Customer section within TeamSupport. One use case for this method is if you manually enter new Contacts into your system and will need to individually choose whether or not each…

Salesforce Integration Activation

Advanced Admin Functions » 3rd Party Integrations and API » Salesforce » Salesforce Integration Activation

The activation of the integration is straight forward. Salesforce’s API is tied to a specific user, so the first step is to determine what user login you will use to interface the two products. Some users spend the extra money with Salesforce to get a dedicated…

Passwords

Getting Started » Logging In » Passwords

Protecting your data has always been a major priority for TeamSupport. We have multiple ways you can increase security on your account in order to provide the highest level of security possible. New Users: New users will receive an email containing a temporary…

Getting Started

Getting Started

5 Minute Tour Each new account includes preconfigured settings to help new trial users quickly get a general understanding of how TeamSupport works. You are welcome to use these settings – but more importantly you can change them. Ready to Get…

Subscribe to a Customer

Advanced User Functions » Customer Functions – Advanced » Subscribe to a Customer

You can subscribe to a customer to get updates! A key feature in TeamSupport is the ability to “subscribe” to a customer. To do this, simply click the Subscribe button next to the customer name on the right. Anytime something changes with the customer,…

Zoho CRM

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

TeamSupport has native integration with Zoho CRM so that company, contact and product information can by synced from your Zoho account into your TeamSupport account, and ticket information can be sent back to Zoho. This integration allows your company to use best of…

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.…

SSO (Single Sign On) with TeamSupport

Advanced Admin Functions » My Company Settings » SSO (Single Sign On) with TeamSupport

Logging into TeamSupport requires a secure username and password to sign in. Typically the user is prompted to enter this information upon signing in. While this works fine for some TeamSupport customers, requiring a password creates a problem if TeamSupport is being…

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…

Ratings

Advanced User Functions » Ratings

TeamSupport gives you the ability to create a customer feedback loop, which gives you valuable insight into the satisfaction of your customers. *Please note: If you signed up for TeamSupport after June 28, 2014, Ratings will be pre-configured in your account. For…

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…

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 Hub, a CRM integration, and from our API. You can also create a ticket manually by clicking on one of the following New Ticket buttons. Click “New…

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…

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…

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…

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 Hub. This option can be found in your Admin settings. When an agent creates a new ticket, the user can select…

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…

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…

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…

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…

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…

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…

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…

MS Dynamics

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

Edition: Enterprise High-Level Overview Microsoft Dynamics is a CRM (Customer Relationship Management) tool that focuses on sales and marketing. TeamSupport is not a sales tool and as such our solution does not entail sales force automation, lead generation,…

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…

Salesforce

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

Edition: Enterprise High Level Overview TeamSupport is not a sales tool and as such our solution does not entail sales force automation, lead generation, sales opportunities or marketing campaigns. We are focused on helping your organization provide the best…

User Rights and Abilities

Advanced User Functions » User Account Settings » User Rights and Abilities

Each user can be configured to have specific rights and abilities in your system. The User section is found on the left hand navigation menu. Rights A user must be a System Administrator in order to edit the following fields. Product Lines (Enterprise Only):…

API Filtering

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

*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? Using Spaces and Special Characters Any filter where you will need to use…

Subscribing to Tickets

Advanced User Functions » Ticket Functions – Advanced » My Tickets – Advanced » Subscribing to Tickets

You can subscribe yourself, or you can subscribe others to tickets. Once subscribed, when the ticket is updated, subscribed users will get an email with the ticket details. Users can unsubscribe from these updates at anytime. Subscribing is an easy way to ensure…

Add/Edit an SLA Trigger

Advanced Admin Functions » SLA (Service Level Agreement) » Add/Edit an SLA Trigger

Once you have created an SLA, the next step is to select which Ticket Type would like to use. Selecting a Ticket Type is useful as different ticket types may have different SLA requirements. For example, a “Feature Request” might allow for longer response…

Zoho Analytics

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

Integration Overview TeamSupport offers powerful reporting and charting capabilities through an integration with Zoho Analytics. Through this integration, you can create custom reports, charts, and dashboards using TeamSupport data. You can also create a custom…

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…

Customer Chat Functions

Advanced User Functions » Customer Chat Functions

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…

Jira

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

Edition: Enterprise High Level Overview In TeamSupport we are focused on helping your organization provide the best customer & product support possible. If you are using Jira to keep track of bugs and projects and your support team have identified a problem…

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…

HubSpot CRM

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

TeamSupport has a native integration with HubSpot CRM so can share information between the two systems. Company and contact information can be pulled from your HubSpot account into your TeamSupport account, and ticket information can be sent back to HubSpot as…

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…

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…

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…

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…

Team Foundation Server (TFS)

Advanced Admin Functions » 3rd Party Integrations and API » Team Foundation Server (TFS)

Edition: Enterprise High Level Overview In TeamSupport we are focused on helping your organization provide the best Customer & Product support possible. If you are using Microsoft Visual Studio Team Foundation Server to keep track of bugs and projects and…

My Tickets – Advanced

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

*If you want to learn the basics of the My Ticket section, read this section first. Each ticket grid throughout TeamSupport is laid out in the same fashion. The upper section provides quick tabs, actions and a ticket grid. If you have Ticket Views defined, they…

ServiceNow (SNOW)

Advanced Admin Functions » 3rd Party Integrations and API » ServiceNow (SNOW)

Edition: Enterprise Only High Level Overview In TeamSupport we are focused on helping your organization provide the best Customer & Product support possible. If you are using ServiceNow to help manage your internal IT infrastructure, the integration between the…