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Mobile App

Mobile App

Introduction Provide better support to your business customers with the TeamSupport app available for iOS and Android. With the power of the TeamSupport app you can view, assign, and edit tickets on the go, respond to customer requests, collaborate with your team 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…

Adding a Product Line/Product/Version

Advanced User Functions » Products Section » Adding a Product Line/Product/Version

Edition: Enterprise Adding New Product Lines Under Products on the left hand navigation, click Product Lines, then New Product Line. You will be presented with the following screen: Field Definitions Name: This is the only required field. Description:…

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…

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…

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 App. What’s Next? Log…

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…

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…

Salesforce Default Fields

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

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

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…

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. …

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. …

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…

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…

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…

Jira

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

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

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…

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…

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 –…

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…

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…

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…

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…

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…

Highrise

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

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

Zoho 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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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.…

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…

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,…