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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…

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…

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 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. From the “My…

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…

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 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…

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…

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…

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 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…

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…

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…

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…

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…

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…

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…

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 under Admin -> My Portal -> General Tab -> “Default Portal Group”…

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…

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…

Dashboard

Quick Start User Basics » Dashboard

When you first log in to TeamSupport you are taken to the dashboard. The contents of the dashboard include: Screen Guide “New Ticket” Button – Brings up the new ticket form. Quick Ticket Search. You can search by ticket number or keyword.…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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

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. …

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…

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,…

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…

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…

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…

Relating Tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Relating Tickets

In many situations, it is important to be able to associate, or relate, multiple tickets together. This can be useful, for example, when multiple issues all relate to a common root cause or if several customers report the same issue. In TeamSupport there are three…

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…

Inventory on Tickets

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

Edition: Enterprise TeamSupport’s Inventory module allows you to track physical inventory items (or “assets”) which have been shipped to customers. You can also associate these assets to tickets for easier tracking To add assets to tickets,…

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…

Working with All Tickets

Advanced User Functions » Ticket Functions – Advanced » Working with All Tickets

You will find many of the same features in the All Tickets section that you will find in the My Tickets Section. These grids have a number of powerful features which give you a great deal of control over the tickets and how you interact with them. Ticket…

Image Manager

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

The Image Manager is used to store documents that you can later insert into tickets. The image manager is shared between tickets, Knowledgebase Articles, and Wiki Articles. You can upload a new image, or insert an existing image into your ticket by clicking on the…

My Tickets Basics

Quick Start User Basics » Manage your Tickets » My Tickets Basics

The “My Tickets” grid has lots of tools to keep you on track, organized, and efficient. Here are some common “My Ticket” options: The number in parenthesis after “My Tickets” indicates the number of your tickets that have new…

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…

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…

Add a Customer

Getting Started » Setup Customers » Add a Customer

To add a new customer, click Customers from the left hand navigation. Click the New Customer button. Select the “New Company” tab, fill out the form, and click save. The only required field is “Name”. We recommend you leave Active…

Merging Tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Merging Tickets

To merge two tickets into one, you will first choose the loser (the ticket that will be lost). With the losing ticket open in a tab, click the Merge button in the tool bar. When you do this, a dialogue box will appear asking you to locate and choose the winner. …

Code Samples on Tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Action Editing Features » Code Samples on Tickets

TeamSupport provides the “Insert/Edit Code Sample” button in the action editing toolbar which gives you the ability to share code samples within actions. If you choose not to use this button and paste code directly into the action window, you may get…

Suggested Solutions

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

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

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…

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…

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…

Manage a Customer or Contact

Advanced User Functions » Customer Functions – Advanced » Manage a Customer or Contact

To manage a customer or contact, click on the name from the Customer section on the left hand navigation. Let’s look at each section separately. Navigation Tabs Information will vary depending on if you have a Customer or Contact…

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…

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…

Search Basics

Quick Start User Basics » Search Basics

TeamSupport offers a powerful search tool which allows you to find Tickets, Knowledgebase, and Wiki articles quickly. You can also perform advanced filters and sorting to better narrow down your search. Click the Search section on the left hand navigation, then…

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,…

What do all the buttons on the top do?

Advanced User Functions » What do all the buttons on the top do?

“Current navigation” – shows which section on the left hand navigation you have currently selected. “New Ticket Button” – Click this button to open a new ticket “Opened Tickets, Customers, and Reports” –…

Customer Hub

Getting Started » Customer Hub

The TeamSupport application helps your team to provide exceptional customer support. TeamSupport also offers an extension of the application, called the Customer Hub, which provides a self-service resource area for your customers to manage their tickets and find…

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…

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…

What about all of the icons on the left?

Advanced User Functions » What about all of the icons on the left?

The left side of the application displays a list of navigation buttons which direct the user to the specific area of interest. The available buttons will depend on the version of TeamSupport you are using. In this display, you can see everything available in the…

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…

Setup Customers

Getting Started » Setup Customers

The Customers tab is where you can define who your customers are, what products and versions they are using, and attach important files and notes. Get started here by Adding a Customer.

Using the Internal Knowledge Base

Advanced User Functions » Knowledge Base » Using the Internal Knowledge Base

Click on Knowledge Base from the left hand navigation from within TeamSupport. Here all of the Knowledge Base articles are listed including articles that your customers can see. Articles are displayed in custom categories. There are also two boxes on the right…

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…

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…

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…

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…

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…

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 –…

Customer Basics

Quick Start User Basics » Customer Basics

The Customers tab is where you can define who your customers are, what products and versions they are using, and attach important files and notes. The picture below displays a list of your customers. From here, you can define the specifics about each customer. To…

Getting the Most out of your Knowledge Base

Advanced User Functions » Knowledge Base » Getting the Most out of your Knowledge Base

The Knowledge Base integrates in to many other parts of TeamSupport. Browse this section to explore ways to get the most of your Knowledge Base. Topics include: Canned Responses: If you have common responses to questions, you can save them as a canned response to…

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…

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…

My Company Settings

Advanced Admin Functions » My Company Settings

The first tab in the Admin section, Company Information, stores the basic information about your company and your Chat settings. To edit this information, click the “Edit Properties” Button in the upper right hand corner. Name: Company Name. If you…

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…

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…

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…

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…

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…

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. 1. Create a new ticket 2. Give the ticket a name. This will be the name of the article. 3. The ticket type can be anything – this does not matter. In some cases, our customers…

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. …

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…

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…

HubSpot

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

TeamSupport has native integration with HubSpot. 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 Account Notes. This integration allows your company to use…

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…

Agent Ratings – Setup

Advanced Admin Functions » My Portal 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…

More User Functions

Quick Start User Basics » More User Functions

Ready for More? Click here for Advanced User functions such as advanced Ticket Functions, Knowledge Base, and User Account settings. Click here for Advanced Admin Functions such as advanced Custom Fields, Customer Hub customization, and Ticket Automation…

SLA (Service Level Agreement)

Advanced Admin Functions » SLA (Service Level Agreement)

TeamSupport has the ability to define various levels of SLAs and assign these to Customers, Products, or both (Customer/Product associations). A Service Level Agreement (SLA) is a negotiated agreement between two parties where one is the customer and the other is…

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…

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,…

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…

Mobile Version (iPad, iPhone, Android, etc)

Getting Started » Browser Support » Mobile Version (iPad, iPhone, Android, etc)

TeamSupport allows you to keep up with your customers and tickets from any mobile device. From your smartphone web browser, go to m.[ServerName].teamsupport.com and log in with the same credentials you use for the main app. Once logged in, you will see the home…

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…

Migration from Advanced Portal

Customer Hub » Migration from Advanced Portal

We are happy that you have decided to migrate from our Advanced Portal to the new Customer Hub! We have tried to make the transition to the Customer Hub as seamless as possible both from an administrative and from your customer’s prospective. Your…

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…

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…

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…

What’s Left?

Advanced User Functions » What’s Left?

Ready for more? Click here for Advanced Admin Functions such as advanced Custom Fields, Customer Hub customization, and Ticket Automation setup. Click here to explore Big Picture Topics such as ways to Collaborate in TeamSupport, Web Conversations, and E-Mail Best…

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 – 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…

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…

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.…

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…

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…

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 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/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 a longer…

SQL Wildcards

Advanced Admin Functions » Ticket Automation » SQL Wildcards

Ticket Automation uses standard SQL Wildcards for search results. % : Use a percent symbol as a substitute for zero or more characters. For example: will return results that contain “apple” and “apples” _ : Use an underscore as a…

Inventory Section

Advanced User Functions » Inventory Section

Edition: Enterprise The TeamSupport Inventory module allows you to track physical inventory items (or “assets”) which have been shipped to customers. You can also associate these assets to tickets for easier tracking. There are four tabs on the…

Time and Service Agreement Tracking

Advanced User Functions » Customer Functions – Advanced » Time and Service Agreement Tracking

TeamSupport allows you to track when a customers warranty expires. You can also define a set number of hours per month your customer has purchased, and also see how much time they have spent/have left over for the month. *Note: these two options do not rely on one…

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…

Setup Groups

Getting Started » Setup Groups

Groups are a way to organize Users. Generally this is used to define departments or teams within your company such as “Customer Support Tier 1”, “Developers”, “Billing”, etc. A user can be a member of more than one Group. …

Agent Ratings Tab

Advanced Admin Functions » My Portal 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 Portal->Agent Ratings. You are able to adjust the…

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…

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…

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 Tutorial

Advanced User Functions » Knowledge Base » Getting the Most out of your Knowledge Base » Create a Tutorial

You can create Tutorials inside of TeamSupport to display on your Knowledge Base. Along with text, you can insert Screen Recording and Screenshots into the article. Simply create a ticket, create your recordings and/or screenshots, mark the ticket as Visible to…

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…

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…

_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…

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…

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…

Email Settings

Advanced Admin Functions » Email Integration – Advanced » Email Settings

To setup emails, go to ADMIN -> Email tab. TeamSupport allows you to fully customize all email messages that are generated in your account. System Email This is your company’s TeamSupport drop box address. You should share this with all members of your team…

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…

Advanced User Functions

Advanced User Functions

If you are a basic Support User, you might find all you need in the Quick Start User Basics section. Browse this section for Advanced User topics such as: Home Screen Navigation Dashboard Ticket Functions Ticket Tags Knowledge…

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…

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…

My Tickets HTML Code

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

Here is the factory code for the My Tickets 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…

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…

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…

Manage an Asset

Advanced User Functions » Inventory Section » Manage an Asset

Editions: Enterprise Only When you open an asset, depending on the assignment of the asset (Assigned, Warehouse, or Junkyard), you can take one or more the following actions: Assign Return Junk Edit View History Assign Asset To ship/assign an asset to a…

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…

Knowledge Sharing

Advanced User Functions » Knowledge Base » Getting the Most out of your Knowledge Base » Knowledge Sharing

You can turn any ticket into a Knowledge Base ticket. Here are a few reasons why you might want to do this: You have recently resolved an issue for your customer, and you would like to share the results with the entire team so that they can all learn from the…

Facebook

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

Please follow the steps in the video to add a Support section to your company Facebook page. If you find any issues with these directions, please email support@teamsupport.com and someone will help you. *Please Note: The Interface to Facebook has changed. The…

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…

Customer Alert Messages

Advanced User Functions » Customer Functions – Advanced » Customer Alert Messages

Customer alerts allow you to create a note for either a company or contact, and when viewing a ticket they are associated with, the alert will pop up on the screen to the user. To add an alert, go to the company or contact and select the Notes tab. When adding the…

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…

Header HTML Code

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

Here is the factory code for the Header 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…

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…

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…

Data Import

Advanced Admin Functions » My Company Settings » Data Import

If you are a new user to TeamSupport, or are an existing user who needs to periodically import new data, you may use the Data Import tool. Simply create a .csv file with the necessary columns, and the import tool will add the data to your account. *Please note: The…

Reminders for Customers

Advanced User Functions » Customer Functions – Advanced » Reminders for Customers

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. Click here to learn about Tasks. To add a…

Assigning SLAs

Advanced Admin Functions » SLA (Service Level Agreement) » Assigning SLAs

After you have created and added triggers to your SLA, to finalize your SLA setup, you will need to assign the SLA. There are 4 places where you can make this assignment. Customer Section, Customer/Product Association, Product Section, and Internal. *It is important…

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.

Canned Responses

Advanced User Functions » Knowledge Base » Getting the Most out of your Knowledge Base » Canned Responses

When logging an Action on a ticket, you can insert a KB article on the fly. This is a easy way to provide answers to repetitive questions and avoid the need to retype the solution over and over again. Some people call this “canned responses” as…

Quick Start User Basics

Quick Start User Basics

First you’ll need to log in. Tip: We have a screen guide which will help you as you are getting started. What’s Next? Basic Workflow Explore your Dashboard Explore the Customer Section Create your first ticket Manage your tickets Search Make a Post on…

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,…

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…

More on Customization

Getting Started » Basic Customization » More on Customization

Ready for more? Some other popular customizations include adding Workflows, Ticket Automation triggers, and SLA’s. These can be found in the Advanced Admin Section. TeamSupport is a leading customer service software solution. For more information on how…

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,…

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…

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…

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…

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…

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,…

Knowledge Base and Products

Advanced User Functions » Knowledge Base » Getting the Most out of your Knowledge Base » Knowledge Base and Products

Please note: The Products module is only available in the Enterprise Edition. When you associate a product with a Knowledge Base article, those articles will only be displayed to customers who are also associated with that product. This is a great way to display only…

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…

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…

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…

Manage Calendar Events

Advanced User Functions » Calendar » Manage Calendar Events

Events can be one of the following: Ticket Due Dates – Displayed in Red Ticket Reminders and Customer Reminders – Displayed in Blue Manually added Events – Displayed in Green Viewing, Editing, and Deleting Events Click any event to display a…

Video Recording

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

In addition to Screen Recordings, you can now add Video Recordings into your tickets in the app as well as through the Customer Hub. This allows you to provide a real face and voice to your customers, improving the customer experience even more! Your customers also…

Email Templates

Advanced Admin Functions » Email Integration – Advanced » Email Templates

Customizing your email templates is very simple – and we have created a protective option to return your settings to the system default. There are two templates you can edit that will impact all other templates color/look/feel wise. Global Email Template…

Logging In

Getting Started » Logging In

Login to TeamSupport using one of following methods: Global login page: https://login.teamsupport.com. Your issued URL. How do I find my URL? Your email address is your user name. If you have multiple accounts with your email address, you will be asked…

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…

Nicereply

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

All of the steps to integrate Nicereply with TeamSupport are done from within the Nicereply app. Please click here to visit Nicereply’s integration instruction page.

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…

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…

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…

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…

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…

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…

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: Name is the only required field. Adding a New Products Adding new…

Footer HTML Code

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

Here is the factory code for the Footer 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…

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…

Search – Advanced

Advanced User Functions » Search – Advanced

TeamSupport offers a powerful search tool which allows you to find Tickets, KB’s and Wiki articles quickly. You can also perform advanced filters and sorting to better narrow down your search. Simply type a keyword into the search bar and your results will be…

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…

Embed Ratings in your Website

Advanced Admin Functions » My Portal 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…

Add an Asset

Advanced User Functions » Inventory Section » Add an Asset

Editions: Enterprise Only To add a new asset, click the “New Asset” button from the main Inventory screen. Fill in the following form and click save. The Product pull down displays all of the products you have created under the Product Section…

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…

Referral Program

Help Center » Referral Program

If you register a lead with TeamSupport and we close the deal – and the lead remains a paying customer for at least 60 days, we will send you a one time payment of $200. Please make sure to email sales@teamsupport.com and if possible, have your referral put…

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…

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…

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…

CDI Settings

Advanced Admin Functions » My Company Settings » CDI Settings

In the Admin section of TeamSupport you can assign weights to each one of these metrics. Every TeamSupport customer has unique needs and measurements they want to use with their account, and the ability to weight the five metrics above will let you tailor the CDI…

Setup Users

Getting Started » Setup Users

The users section of TeamSupport is where you define who can use the product – These are the internal users (your staff) and not your external customers. Get started here by Adding a New User. TeamSupport is a leading customer service software solution. …

Terms and Conditions HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Terms and Conditions HTML Code

Here is the factory code for the Terms and Conditions 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…

Search HTML Code

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

Here is the factory code for the Search 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…

Search Panel HTML Code

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

Here is the factory code for the Search Panel 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…

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…

What’s Next?

Getting Started » What’s Next?

You’re finished with the Getting Started Section… What’s Next? Click here to learn the basic day-to-day tasks of a typical support software user. Click here if you would like to see a bit more of what is under the hood. Click here to expand your…

Privacy and Security

Big Picture Topics » Privacy and Security

TeamSupport delivers top-notch security and privacy of our clients’ information. By utilizing the most comprehensive security technologies available, we are able to ensure that all of your information is safe. TeamSupport utilizes the latest password…

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…

Knowledge Base HTML Code

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

Here is the factory code for the Knowledge Base 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…

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…

Document Manager – Wiki

Advanced User Functions » Wiki » Document Manager – Wiki

The Document Manager is used to store documents that you can later insert into Tickets, Knowledge Base, and Wiki Articles. You can upload a new document, or insert an existing document into your Wiki article by clicking on the Link button from the Wiki toolbar, and…

How do I find my URL?

Getting Started » Logging In » 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…

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…

Two Step Verification

Advanced Admin Functions » My Company Settings » Two Step Verification

Protecting your data is a major priority for TeamSupport. This is why we offer an optional Two Step Verification for authenticating users. When enabled, this will utilize your user’s cell phones to provide a second layer of security for their accounts. When a…

Customer Hub

Customer Hub

The TeamSupport application helps your team to provide exceptional customer support. TeamSupport’s Customer Hub is an extension of the application which provides a self-service resource area for your customers to manage their tickets and find answers to their…

Knowledge Base Article HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Knowledge Base Article HTML Code

Here is the factory code for the Knowledge Base Article 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…

Knowledge Base Vs Wiki

Big Picture Topics » Knowledge Base Vs Wiki

TeamSupport implements a Knowledge Base feature which allows commonly used tickets to be grouped within the Knowledge Base section of the application, and also exposed to users through the Customer Hub. Most people use this as the FAQ. The Wiki also can be used for…

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…

Reporting on Knowledge Base

Advanced User Functions » Knowledge Base » Getting the Most out of your Knowledge Base » Reporting on Knowledge Base

An important feature of the Reporting Section is the ability to track how your Knowledge Base is being used. You can view and track the use of your knowledge base by going to Reports and selecting the “Knowledge Base Traffic” report. This report will…

Merging Companies and Contacts

Advanced User Functions » Customer Functions – Advanced » Merging Companies and Contacts

There are occasions where you may have multiple entries for the same Company or Contacts. In these cases, you may choose to merge these Companies or Contacts together. *Please note that the Customer Merge feature is only available to system Admins. Also, all merge…

Screen Guide

Help Center » Screen Guide

While you are getting started, be sure to display our on screen guide. The on screen guide will display useful information about the section of TeamSupport you are currently using. It will update automatically as you change areas. There are helpful links on the…

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: SLA’s and capturing the Time that was used by a Customer can be time sensitive. To ensure that you capture the moment in…

Customer Hub Usage Guide

Customer Hub » Customer Hub Usage Guide

This document is intended to be provided to your customers, who are the end users of the TeamSupport Customer Hub. The document is provided in Word format so that you can easily make edits according to the settings you have selected, and also to provide a company logo…

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…

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: Web Conversations Knowledge Base vs Wiki Email – Best Practices Privacy and…

Language Support

Advanced Admin Functions » My Portal Settings » Language Support

The language in which the Customer Hub is displayed is based on your customers language settings within their browser. We accomplish this via the Google Translate API. It is important to note that you can add custom fields to the Hub and those fields are not a part…

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…

Screen, Audio, and Video Sharing on Chat

Advanced User Functions » Customer Chat Functions » Screen, Audio, and Video Sharing on Chat

*Screen, Audio, and Video Sharing are currently in “Public Beta”, which means we expect there to be some updates made based on your feedback. Please do not hesitate to contact our Support team with any feedback you have! Edition: Enterprise Only Customer…

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…

Access to Knowledge Base

Advanced User Functions » Knowledge Base » Access to Knowledge Base

There are 3 different ways to access the Knowledge Base. Internal Knowledge 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…

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…

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…

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…

More on Managing your Tickets

Quick Start User Basics » Manage your Tickets » More on Managing your Tickets

Click here for more on Managing your Tickets, including Tips and Tricks for managing your tickets, and advanced user functions. Click here to read about “Web Conversations” which allows you to get out of the e-mail inbox for managing support…

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…

Browser Support

Getting Started » Browser Support

We support the current versions of Chrome, Firefox, Safari, Internet Explorer 11, and Edge. Previous versions of all browsers, for example IE 7-10 are not supported. Click here to troubleshoot browser issues. We also have a Mobile version. What’s Next? Log…