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Granting Access to Customer Hub

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

There are four ways for your customers to gain access to your Customer Hub. Please browse the topics below to learn more about each method. Manually give access through the Customer section Allow your customers to Self Register OR Request Access Single Sign…

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…

Access to Knowledge Base

Advanced User Functions » Knowledge Base » Access to Knowledge Base

There are 3 different ways to access the Knowledge Base. Internal Knowedge Base If you are a TeamSupport user, you have access to the Internal Knowledge Base. This Knowledge Base section on the left hand navigation shows all of the articles that are available to…

Migration from Advanced Portal

Customer Hub » Migration from Advanced Portal

*In 2016, we began sunsetting the Advanced and Public 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…

Self Registration and Request Access on Customer Hub

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Granting Access to Customer Hub » Self Registration and Request Access on Customer Hub

Auto Register and Request Access are two methods you elect to enable on your Customer Hub. Auto Register allows your Customers to automatically gain access to your Hub immediately by supplying their username and password. You may choose not to have this option if you…

My Portal Settings

Advanced Admin Functions » My Portal Settings

This section deals with configuring your Customer Hub. Hub Overview While the TeamSupport application is used by your Support agents to provide direct support to your customers, the Customer Hub is a self-service tools that your customers will use to find answers…

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…

Classic Portals

Big Picture Topics » Classic Portals

In 2016, we began sunsetting the Advanced and Public 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…

Knowledge Base

Advanced User Functions » Knowledge Base

The Knowledge Base is great area to store documents for your internal team or for your customers to access at any time from the Customer Hub. There are three different areas where the Knowledge Base can be displayed and used. The setup and use of the Knowledge Base…

Creating a Knowledge Base Article

Advanced User Functions » Knowledge Base » Creating a Knowledge Base Article

Here is a quick step guide on how to create a new Knowledge Base article. Create a new ticket Give the ticket a name. This will be the name of the article. The ticket type can be anything – this does not matter. In some cases, our customers will create a…

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…

Knowledge Base Setup

Advanced User Functions » Knowledge Base » Knowledge Base Setup

The internal Knowledge Base does not require any setup. Simply create a Knowledge Base article, and it will be available for TeamSupport users. You may optionally create Knowledge Base Categories to help with organization. Some setup is required for Customers to…

_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…

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 –…

Knowledge Base Settings

Advanced Admin Functions » My Portal Settings » Knowledge Base Settings

You can configure all of your categories and subcategories within TeamSupport under Admin -> My Portal -> Knowledgebase Tab.

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…

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 go from blue to green, which means you are in edit…

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…

Customer Hub Settings

Advanced Admin Functions » My Portal Settings » Customer Hub Settings

The Customer Hub has an admin page which will allow you to customize and control all of your settings. The Customer Hub is a replacement for our Advanced Portal and Public Portal. If you are already an Advanced and/or Public Portal user, we have provided this…

Default Customer Hub Group

Advanced Admin Functions » My Portal Settings » 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…

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…

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…

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…

Wiki

Advanced User Functions » Wiki

*Please note: Our Wiki has had a face lift since this video was made, however much of the functionality is the same. See screenshots below for the new Wiki. This article describes how to configure and use the Wiki section. Click here for some great ideas on how to…

Embed Ratings in your Website

Advanced Admin Functions » My Company Settings » Agent Ratings – Setup » Embed Ratings in your Website

Embedding your Ratings page into an iframe on your website is an optional feature. The pros to doing this to provide your customers with a more integrated experience with your website. If you choose not to embed your ratings in an iframe on your website, you may use…

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,…

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…

Community Settings

Advanced Admin Functions » My Portal Settings » Community Settings

You may choose to enable Community (or what some call forums) on your Customer Hub at no additional cost and let your customers help each other, and also converse with your team. Note: Some customers may want to create a new ticket type called Community or Forum…

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. …

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…

Changing the Customer Hub URL

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Basic Hub Settings Tab » Changing the Customer Hub URL

Edition: Enterprise The default URL for your Customer Hub will be a subdomain of the TeamSupport URL. For example: The company “Bits & Bytes” might have a default URL of bitsandbytes.na1.teamsupport.com and a Wiki document might route to a URL…

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.

Welcome!

Welcome!

Welcome to the TeamSupport documentation center! TeamSupport is the leading customer support and helpdesk solution for B2B technology companies and we pride ourselves in the support we provide to our customers. This documentation is a comprehensive collection of…

User Menu Items

Getting Started » Setup Users » User Menu Items

TeamSupport customer support software lets you restrict what sections of the application each user has access to. This can be done for security reasons (ie you don’t want all of the users to see the customer section) or simply to make the user interface have…

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…

User Properties

Getting Started » Setup Users » User Properties

Once the user has been added, you will see the User Properties section. Users can upload an image to their account. Anything with blue text can be clicked on for edit and saves in real time. You should indicate whether this user will be a “System…

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…

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…

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 Search Bar” – You can search by keyword or ticket number and a list of matching tickets will be displayed in the pulldown. Clicking…

Advanced View Designer Tab

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab

If there are edits that you would like to make to your Customer Hub that cannot be handled by the Basic Hub Settings tab, you may be able to edit the HTML directly using the Advanced View Designer tab. We recommend building your Hub on in a Sandbox environment so that…

Suggested Solutions / Canned Responses

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Action Editing Features » Suggested Solutions / Canned Responses

Please note: The “Insert Knowledge Base” feature is now “Suggested Solutions” When logging an Action on a ticket, you can insert a KB article on the fly. This is an easy way to provide answers to repetitive questions and avoid the need to…

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…

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…

Customer Functions – Advanced

Advanced User Functions » Customer Functions – Advanced

*This section covers advanced topics in the Customer section. If you are looking for basic tasks, read this section first. The Customer section in TeamSupport is one of the areas that makes the system unique – Instead of simply tracking tickets, TeamSupport…

Reporting & Metrics

Advanced User Functions » Reporting & Metrics

All New Reporting Webinar We’ve recently rebooted the reporting section. It’s better, faster, easier, cleaner and way more powerful! Watch our webinar above which covers how to create reports. TeamSupport offers advanced reporting capabilities which…

User Account Settings

Advanced User Functions » User Account Settings

The User section is where all TeamSupport users are added and defined. Tabs User Information: Contains information about the user and user settings Open/Closed/All Tickets: You can view all tickets for any user using these tabs Ticket Queue: View/Edit a…

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…

Troubleshooting

Help Center » Troubleshooting

If you’re not seeing what you expect in one of our applications, these quick fixes should get you back on track. _______________________________________________________________________________________________________________________________________ Empty your…

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…

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…

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…

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…

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…

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…

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…

Embed Images and Screen Shots

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Action Editing Features » Embed Images and Screen Shots

TeamSupport offers two easy ways to embed images or screenshots into your tickets – You can paste them directly from your clipboard, or you can access a warehouse of previously uploaded images and add them directly to the action. As the saying goes, a picture is…

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…

Wiki HTML Code

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

Here is the factory code for the Wiki 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 date. If…

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…

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…

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…

Community (Forum)

Advanced User Functions » Community (Forum)

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…

Manage Users

Advanced User Functions » User Account Settings » Manage Users

Click here to learn about Adding a New User. Once the user has been added, you will see their info. Anything with blue text can be clicked on for edit and saves in real time. User Information Edit: Users can upload an image which is used in the Water Cooler,…

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 Families

Advanced User Functions » Customer Functions – Advanced » Customer Families

Customer Families allows you to relate a number of customers together, similar to a parent/child methodology. This means you’ll be able to look at one parent company and access all of the tickets from the various companies connected to it quickly and easily. This…

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…

Calendar

Advanced User Functions » Calendar

TeamSupport offers an integrated team Calendar solution in order to provide extended collaboration across your organization. The TeamSupport Calendar can be used to display Ticket Due Dates, Reminders, and to add personal or team events such as Projects dates,…

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…

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…

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…

Add a Calendar Event

Advanced User Functions » Calendar » Add a Calendar Event

You may want to and to add personal or team Events to your TeamSupport Calendar. Events might include Projects dates, Onsite Customer visits, User Vacations, and Support Rotation schedules. Begin by choosing a Calendar view. Depending on which Calendar you choose,…

Customer Distress Index (CDI)

Advanced User Functions » Customer Functions – Advanced » Customer Distress Index (CDI)

One of the powers of TeamSupport is that we can track a great deal of information about your customers, and of course associate tickets with them. The Customer Distress Index, or CDI for short, computes a single number for each of your customers which will give you…

Dashboard HTML Code

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

Here is the factory code for the Dashboard 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…

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…

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…