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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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

Ticket Detail – Advanced

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

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

Custom 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…

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…

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…

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…

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…

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…

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…

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…

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…

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 –…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

_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…

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…

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.

More on Customer Setup

Getting Started » Setup Customers » More on Customer Setup

Ready for more? Click here for Advanced Customer Setup options such as adding Domains, and selecting Default Support Groups and Users. Using a CRM such as Highrise or Salesforce? Click here to learn more about our native Integrations and API.

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…

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…

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…

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…

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 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…

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…

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…

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…

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…

Web Browser Notifications

Getting Started » Browser Support » Web Browser Notifications

TeamSupport leverages your browser’s “Web Notification” feature for in app notifications like ticket updates and new chat requests. Currently there are browser notifications for ticket updates and new Customer Chat requests. See below on how to…

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…

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…

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…

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…

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 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…

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…

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,…

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…

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…

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…

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…

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…

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…

Slack

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

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

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…

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…

Agent Ratings Tab

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

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

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…

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…

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…

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…

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…

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…

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…

Nicereply

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

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

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…

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…

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…

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…

Agent Ratings – Setup

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

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

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…

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…

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…

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…

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…

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…

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…

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…

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…

Salesforce Integration Activation

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

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

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…

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…

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…

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…

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…

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…

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…

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/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…

Jira

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

TeamSupport-Jira Integration for better bug tracking. 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…

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…

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…

Create a New Ticket Manually

Advanced User Functions » Ticket Functions – Advanced » Create a New Ticket Manually

*If you want to learn the basic requirements for creating a ticket, read this section first. To create a new ticket manually, click on the + New Ticket Button next to the TeamSupport logo. Notice also that there is a New Ticket button at the top of each grid in the…

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…

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…

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…

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…

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…

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…

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…

Team Foundation Server (TFS)

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

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

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…

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,…

Zoho CRM

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

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

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…

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…

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…

HubSpot CRM

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

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

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…

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…

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…

Create a Custom Report

Advanced User Functions » Reporting & Metrics » Create a Custom Report

To create a Custom Report, click on Reports on the left hand navigation, then click the Create button. You will be presented with the following menu: New Folder Creating a folder allows you to organize your reports. All folders will be displayed at the bottom of…

Ticket 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…

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. Field Definitions Name:…