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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…

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 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…

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…

Nicereply

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

Our native integration with NiceReply lets you bring customer feedback and surveys into your help desk. You can push ratings and comments into TeamSupport tickets as a note, and update custom fields with CSAT/CES/NPS ratings. The integration will also sync the…

Slack

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

Slack is a popular group communication tool, and TeamSupport has the ability to post messages on one of your Slack channels through Ticket Automation. To enable the integration, first go to https://yourcompany.slack.com/apps/manage (where ‘yourcompany’…

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…

Automating Jira using API

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

Edition: Enterprise TeamSupport offers an API which allows customers to have access the their TeamSupport data from outside of TeamSupport. You may use the API to set an existing Jira ticket link, or to create a new one. The element will be used to set or…

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…

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.

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…

Salesforce Custom Field Mapping

Advanced Admin Functions » 3rd Party Integrations and API » Salesforce » Salesforce Custom Field Mapping

*When a Company/Contact is pulled into TeamSupport from Salesforce, we create an “integration link” between the systems for that Account. The integration will only apply to Accounts that have been linked in this way. This means a Company/Contact account that was…

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…

Beanstalk

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

TeamSupport.com offers integration with BeanStalk, a hosted SVN source repository. Once configured, when a new version is “committed” to BeanStalk, the tickets which that version addresses will have a new action associated with them that shows the version of…

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…

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…

RingCentral

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

TeamSupport offers two ways to integrate with the RingCentral phone system. Call Pops Is 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…

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…

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…

Zoho Reports

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

TeamSupport offers powerful reporting and charting capabilities through an integration with Zoho Reports. Through this integration you can create custom reports, charts, and dashboards on a variety of TeamSupport data and you can also create custom dashboard which…

TeamSupport Button in Salesforce

Advanced Admin Functions » 3rd Party Integrations and API » Salesforce » TeamSupport Button in Salesforce

Add A TeamSupport Button To Salesforce In addition to the sync settings that can be found here, TeamSupport also offers an additional way to integrate with Salesforce by adding a button which opens up the Salesforce Account’s information in TeamSupport. All…

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…

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…

Salesforce

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

TeamSupport is Salesforce App Exchange certified which means that you can share data between TeamSupport and Salesforce. Here is our listing on the Appexchange. TeamSupport is not a sales tool and as such our solution does not entail sales force automation,…

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…

3rd Party Integrations and API

Advanced Admin Functions » 3rd Party Integrations and API

TeamSupport has native integrations with many leading software providers – These pre-built integrations means it’s very simple to get TeamSupport talking with other business systems. For integrating with internal systems, we also offer a “Rest”…

Phone Systems

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

TeamSupport can be integrated with many phone systems so that the customer record is called up automatically based on caller ID (a “call pop”). If your phone system has the ability to call a URL when a call comes in, simply point it…

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…

Customer API

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

Customer API You can allow your Customer to access their data within your account by giving them their Customer API Token that is found on their Customer record. Your customers can do things like access their ticket information, update tickets, and post new tickets. …

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…

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…

API Pagination

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

* TeamSupport requests that pagination be used in all possible API calls. While it is optional today, pagination will soon be a requirement. Paginating displays results separated into a discrete number of pages. This is necessary to avoid delays if large amounts of…

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…

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…

API URLs

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

*Download this spreadsheet. *Download this spreadsheet. Sample Code Sample json and xml code can be found here.

Salesforce Default Fields

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

*When a Company/Contact is pulled into TeamSupport from Salesforce, we create an “integration link” between the systems for that Account. The integration will only apply to Accounts that have been linked in this way. This means a Company/Contact account that was…

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…

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…

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…

TFS Alternate Authentication Credentials

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

Edition: Enterprise It is necessary to use TFS Alternate Authentication Credentials with your VSTS Cloud based account. To achieve this, you will need to enable and enter you Alternate Authentication Credentials instead of the account credentials you typically…

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…

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:…

Zapier

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

Zapier is a service which provides a middle ware for hundreds of applications to communicate with each other. In many cases, using Zapier can allow you to link TeamSupport with a product we may not have written a native integration for, and provide you with a way to…

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…

Make a Post on the Water Cooler

Quick Start User Basics » Make a Post on the Water Cooler

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…

Jira Sync on Tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Jira Sync on Tickets

Edition: Enterprise Sync a ticket with Jira If you have followed the steps outlined in the Jira Integration page, you will find the following “Sync with Jira” section on the right hand side in the ticket page. If the Jira section is not in a…

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…

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…

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…

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…