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, lead generation, sales opportunities or marketing campaigns. We are focused on helping your organization provide the best customer & product support possible. The integration between the two products makes it very simple to provide an exceptional customer experience.

How it Works

Customer and Contact Information

The exchange of information centers around Customer information. Once you have made a sale, simply change the Customer’s Account Type to indicate that they are now an active customer. The Account Types that you would like TeamSupport to monitor will be listed in the Salesforce Integration page in TeamSupport. Default Account fields and custom mappings for these new Customers, along with the Contacts associated with those Accounts, will be pulled into TeamSupport automatically on the initial sync. Contacts must be associated with Company in order to be pulled into TeamSupport.

Any changes that are made to these linked Accounts within Salesforce will be pulled into TeamSupport on subsequent syncs. Any changes that may have been made inside of TeamSupport for these Accounts will be overwritten by the Salesforce data. TeamSupport never pushes any Customer/Contact data to Salesforce, as Salesforce data is treated as the master record.

Synchronization Run Times

The first synchronization will start after 15 minutes. The next cycle will begin no sooner than 15 minutes. The timing of each subsequent cycle depends on it’s place in the queue, which is affected by the number of other items that require processing. Typically the timing of the cycles range from 15 – 60 minutes.

Tickets/Actions and Cases/Case Comments

For linked Accounts, it is also possible to push TeamSupport Tickets into Salesforce as Cases, and pull Salesforce Cases into TeamSupport as Tickets. When “Push-out Tickets as Cases” is active, the custom fields and default fields will be sent to Salesforce as a Case associated with the corresponding Account on the next sync. In the event that a Ticket has multiple Contacts/Customers listed, the Customer/Contact that was added first (i.e. has the oldest “time/date added” value) will be used for the integration. If an Action is added to the Ticket, a Case Comment will be created in Salesforce for the corresponding Case. “Pull-in Cases as Tickets” works the same way, just in the opposite direction: Salesforce Cases and Case Comments are pulled into TeamSupport as Tickets and Actions.

If both boxes are checked, the system will keep all default fields and custom mapped fields in sync. For example, if the Ticket Status is updated on the Ticket, it will update the Status on the Case the next time the sync runs (typically between 15-60 minutes). In the event of a conflict, the newest update will win. For example if the status is updated on a Ticket at 10:00 and the linked Case was updated at 10:05, the next time the sync runs, the new status will be pulled into TeamSupport and the status will be updated.

Tickets and Account Notes

The “Push-Out Tickets As Account Notes” option can be used as well to create an Account Note in Salesforce. If this option is checked, when a new ticket is created in TeamSupport, an Account Note will be created for the Account which gives the title of the ticket and a hyperlink to open the ticket in TeamSupport. After the initial Account Note is created, there are no other updates or additions made to the Account Notes even if there are changes made within TeamSupport.

TeamSupport Button in Salesforce

You may add a TeamSupport button inside of your Salesforce account. Click here to learn more.

Field Definitions

  • Salesforce User Name: This is a required field. This is the email you use to log into your Salesforce account.
  • Salesforce Password/Confirm Password: This is a required field. This is the password you use to log into your Salesforce account.
  • Salesforce Security Token/Confirm Security Token: This is a required field. The Salesforce Security Token can be found in your Salesforce account.
  • Account Type to Link to TeamSupport: This is a required field. TeamSupport scans your Salesforce account and is looking up the Account Type field for each Account in your database. When we see one that matches what you have identified in this field, we will bring them over. The following are valid entries for this field:
    • One or more Account Types: Note that you can use whatever type you want and can have as many as you want. Just separate them with a comma.
    • NONE: You can also put in the word “NONE” (no quotes) and we will import the Accounts/Contacts that have no Account type defined in your CRM.
    • ALL: If you need to bring over all types of Accounts, you can put in the word “ALL” (no quotes).
  • Default SLA: By selecting a predefined SLA from the drop down menu, the SLA will be applied to the Customers settings. The default selection made will be the first SLA in your available list. This can be changed later if necessary.
  • Synchronization Active: When you are ready, enable this option. Syncs typically run every 15-60 minutes.
  • Pull-In Cases as Tickets: This setting will pull in Cases and Case Notes from Salesforce as Tickets and Actions in TeamSupport. See the “How it Works” section above for more information.
  • Push-Out Tickets as Cases: This setting will push out Tickets and Actions from TeamSupport as Cases and Case Comments in Salesforce. See the “How it Works” section above for more information.
  • Push-Out Tickets as Account Notes: This setting will push out Tickets from TeamSupport as Account Notes in Salesforce. See the “How it Works” section above for more information.
  • Give Portal access to customers imported: Setting this option will automatically allow every imported Contact to access your Customer Hub.
  • Send welcome email to imported Contacts: When a new Contact is added and given Customer Hub access, TeamSupport can automatically send each customer a welcome email that contains a link to your Hub, their user name and a temporary password. The Welcome email can be customized by editing the email templates here.
  • Match Accounts by name: This option is intended to prevent creation of duplicate Company records. If enabled, if we find an Account update to pull from Salesforce, we first check to see if we have pulled it over before (by using a unique stored ID). If the ID is not found, we search the TeamSupport database for a match name for a Company created manually, for example. If found, we will apply the changes to the matched Company and will use this record going forward. If a matched name is not found, then it is created and a unique ID is stored. If disabled, we do not check for the matched name, thus creating the potential for duplicate Company names if you have already manually entered the Company.
  • Use sandbox server: If you are on a trial version of Salesforce, you may be using a “Sandbox” server. If so, this option needs to be enabled.
  • Custom Field Mapping: This is an optional feature which allows you to map fields other than the default fields between Accounts.

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