The My Company tab contains multiple tabs that control global settings for your TeamSupport account.
- Account Settings: The first tab in the Admin section stores the basic information about your company and your Chat settings.
- CDI Rating: The Customer Distress Index (CDI) is a customizable metric which gives you insight into the happiness of your customers.
- Agent Ratings: Contains settings to define ratings that are sent to your customers
- Ticket Page Order: The left hand side of your new and existing ticket pages contains a wealth of information. You have control over the order in which these fields are displayed, and you may remove some fields which are not needed.
- Data Import: Oftentimes customers will have data which needs to be pulled into their new TeamSupport account. This can be done using CSV files through our Data Import tool. New data can also be pulled in on an ongoing basis.
To edit this information, click the “Edit Properties” Button in the upper right hand corner.
- Name: Company Name. If you would like to change this, please contact TeamSupport.
- Description: A description of your company.
- Organization ID: This is a system field for use by TeamSupport.
- Primary Contact: This is where you set the administrative or primary contact in TeamSupport. This is the user we (TeamSupport) will contact with information regarding billing, system down time, new features, etc.
- Time Zone: This setting impacts time stamps for all actions in your account. In addition, each user on your team can override this setting. This is very useful for remote teams.
- Date Format: Depending on your country, you may like to see the date formats as you use them. For example, in the U.S. we typically use MM/DD/YYYY. In the UK, it is standard to use DD/MM/YYYY. This is also a User setting so that if you have TeamSupport users in other countries, they can view the date format as they are used to seeing it. Everyone’s happy!
- Default Font Family/Size: This font will be used as the default font for actions within tickets. You may also setup the fonts on a per user basis in the User section.
- Business Days: This setting impacts your SLA’s. Based on the days you have defined as “business days”, you can set your SLA’s to pause during non business hours.
- Business Day Start/End: Same as Business Day description.
- Product Required on Ticket: Determines if you require a Product selection to be made on a ticket. If this is set to True, a user will be prompted to select a Product if they attempt to create or edit a ticket.
- Product Version Required on Ticket: Determines if you require a Product and a Product version selection to be made on a ticket. If this is set to True, a user will be prompted to select a Product and a Product Version if they attempt to create or edit a ticket.
- Only show products for the customer of a ticket: Applies to Enterprise only. Setting this to true will only show the products that have been associated to the customer who is associated to the ticket.
- Auto Assign Customer with Asset On Tickets: Default is True. If set to True, when you associate an asset to a ticket, any Customer/Contact associated to the ticket will also be associated to the asset.
- Auto Associate Customer To Ticket based on Asset Assignment: Default is True. If set to True, when an asset is associated to a ticket, the Customer/Contact(s) who are associated with that Asset will also become associated to the Ticket.
- Require customer for new ticket: When active, users will not be able to save a new ticket unless a customer/contact has been associated with the ticket.
- Require time spent on timed actions: When active, users will not be able to save a new ticket action unless they enter in how much time they spent.
- Disable ticket status update emails: If set to True, a ticket update email be sent to anyone when .
- Visible to customers is initially enabled for new actions: This setting determines the initial value for the “Visible to Customers” check box when a new ticket is created by a user. The recommended, and default, value for this setting is False.
- Allow unauthenticated users to view attachments: Default is True. When true, any embedded images that are sent to your customers within tickets will be viewable by your customers from within their email. The overwhelming majority of our customers will leave this setting to True. In rare cases, where viewing attachments in email is considered a security issue, you may set this to false. In this case, when emails are sent out that have embedded images, the will not be viewable in email. Your customers will be always able to view the images by visiting the Customer Hub.
- Allow private actions to satisfy SLA first response: If set to True, a private action (which is not visible to customers) will satisfy the first response condition for the associated SLA. Click here to learn more about SLAs.
- Default Wiki Article: Each time you visit the Wiki section, the article you define here will always be the first to appear.
- Only admin can view reports: When active, only users with admin rights will see the reports section.
- Internal SLA: In addition to the typical use case for customer support, we take this feature a step further to allow our customers to create and define their own “internal” SLA. This SLA applies to tickets that do not have any customer or product association, and is a great way to stay on top of internal tickets. The SLA you would like to use for the Internal SLA must first be defined in the SLA section, then it can be selected here.
- Show Group Members First in Ticket Assignment: When active, on a ticket the “User Assignment” drop down list will first list the members of the group in which the ticket is currently assigned.
- Require Group on a Ticket: Default is False. This setting will cause a group to be required on a ticket before a user can create a new ticket or save any edits. The “Default Group” found in the Customer Hub settings satisfies this settings requirement.
- Update Ticket Children Group With Parent: When active, if the “Group” of a Parent Ticket is reassigned, the change will also be made on all it’s child tickets. Click here to learn more about relating tickets.
- Hide Alert Dismiss for Non Admins: When active, non-admins will not have the ability to dismiss an Alert. Click here to learn more about Alerts.
- Use Product Lines: Default is “True”. Set to “False” to disable this feature.
- Customer Insights: This setting will pull public information into your customer record. Default is “True”. Set to “False” to disable this feature.
- Two Step Verification: This setting will require users to supply a verification code sent to their cell phones when they sign in from an unidentified computer. This setting will Default is “False”.
- How many days before user passwords expire: When set to a number other than 0, this will force your users to change their password after a certain number of days. The default is “0”, which means passwords will not expire.
- Do not include attachments in outbound emails (Optional: Except for the following Product Lines) : The default setting is off (false), which means attachments will be included with outbound emails. Checking this box will cause an additional box titled “Except for the following Product Lines” to appear. The result will be that attachments will not be sent on outbound emails excluding any tickets associated with any selected Product Lines.
- Except for the Following Product Lines: This setting will only appear if “Do Not Include Attachments in Outbound Emails” is set to True (see above).
- Warn if Contact has no Email Address: The default setting is True. When adding a contact, if you attempt to enter a contact without email address, you will receive a pop up message. To avoid this pop up message, set this value to False.
- Use Watson: Default is True. Select False to disable the Watson/Sentiment feature. TeamSupport is leveraging IBM’s Watson technology to provide internal sentiment analysis on Ticket Actions. You may notice public Actions scored with sentiments like satisfied, polite, and frustrated, along with scoring on the Ticket.
Customer Chat Settings
The My Company tab contains a Chat section. Click here to learn how to configure your Customer Chat options.
Multiple phone numbers and addresses can be listed on this page for your company. Addresses and phone numbers can be referenced in various places within your app including in email templates. To add an address or phone number, simply click the “+ Phone Numbers” or “+ Addresses” button. Phone Numbers contain a customizable Phone Type which can be configured in your Admin panel.
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