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. Once you have made a sale, simply change the Account Type to indicate that they are now an active customer, and the Account information and Contact details will be pulled to TeamSupport automatically.

It is also possible to sync TeamSupport Tickets into Salesforce and vice versa.

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

Generic Settings (subject specific settings are categorized below)

  • 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. Wait for at least 15 minutes after saving for the first sync to be completed. Once it is done you should be able to go to the Customers section in TeamSupport and see the customers and their contacts that have been added. The sync will run again 15 minutes after the previous sync has completed.
  • 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.

Setting up the Integration

The exchange of information centers around customer information – Information about Accounts that have been marked as customers in Salesforce, along with the Contacts associated with those Accounts, will be pulled to TeamSupport automatically.

The setup 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 API user id, while others simply use the Support Manager’s user id. In either case, log into Salesforce with that account information and get the Security Token.

The Salesforce security token will be e-mailed to you by following these steps:

  1. Log in to Salesforce via the browser to request your security token.
  2. Click your name at the top of the screen
  3. Click “My Settings”
  4. Click “Personal” on the left hand list to expand
  5. Click the “Reset My Security Token” link to trigger an email which will contain your security token.
  6. Select and copy the token from the email.

Next, log into TeamSupport with an account that has Administrator rights and go to Admin->Integration, then select Salesforce.

Enter your information into the following fields:

  • Salesforce User Name
  • Salesforce Password/Confirm Password
  • Salesforce Security Token/Confirm Security Token

Customer/Contact Pull

First let’s discuss the field “Account Type to Link to TeamSupport”.

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).

Once the initial pull is made from Salesforce, any changes made from within Salesforce will be pulled into TeamSupport. Any changes in default fields (listed below) that are made in TeamSupport will be overwritten on the next sync.

Optional Customer/Contact settings

  • 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.

Syncing Salesforce Cases/Notes and TeamSupport Tickets

When you have the Pull-In Cases and Push-Out Tickets active, this will sync cases to tickets and tickets to cases.

As a best practice, it is advised that you align your ticket types, statuses and severities naming in TeamSupport with the case types, statuses and priorities in Salesforce. This way, if you change the status of a case, the status will be the same in TeamSupport and vice versa. In the event a field was updated in TeamSupport and Salesforce, the latest update will win.

If a Salesforce Case Status, Type or Priority does not exists in the corresponding field values in TeamSupport the value will NOT be updated. If it is a new case, the first Status, Type or Severity will be assigned by default.

If a TeamSupport Ticket Status, Type or Severity does not exist in the corresponding field values in Salesforce the value will be assigned as if it exists in the list of values, however it will not be added to the picklist values..

Optional Ticket settings

  • “Pull-In Cases As Tickets”: This will create and update a TeamSupport ticket when a case is created or updated in Salesforce. It will also create a ticket action when a case comment is added in Salesforce. Case comments updates are not transmitted to TeamSupport actions.
  • “Push-Out Tickets As Cases”: This will create and update a Salesforce case whenever a Ticket is created or updated in TeamSupport. It will also create create and update a Salesforce case comment whenever a Ticket Action is created or updated.
  • “Push-Out Tickets As Account Notes”: When a new ticket is created in TeamSupport, a note will be created for the Account which gives the title of the ticket and a hyperlink to open the ticket in TeamSupport.

If you have been using the SF sync before April 12, 2013, this new case/ticket syncing option did not exist, and therefore when a ticket was created in TeamSupport, would create a “note” under all the associated accounts in Salesforce. Now that we can sync with Cases, you may not want TeamSupport to push tickets into Notes but rather create/update cases and visa versa.

NOTE: Because cases can be pulled into TeamSupport we do not create one case for each associated account as we did with the notes. Instead we create a single case for the first customer added in the ticket.

If you want to use this new feature, you must turn off the Push-Out Tickets As Account Notes, then check Pull-in Cases and Push-Out Tickets and click Save.

Custom Field Mapping (Optional)

If you have custom fields on accounts, contacts and/or cases in your Salesforce account, you can create those same custom fields for customers, contacts and tickets in your TeamSupport account and have the field data in Salesforce update the fields in TeamSupport. Updates made to custom fields in TS will be sent to SF, and visa versa.

To add a Custom Mapping, first choose a Mapping Type: Account, Contact, or Ticket. Based on your selection, the available TeamSupport fields will be displayed in a drop down menu. Please note that standard and custom fields are displayed in this list. Next, type in the Salesforce field name.

Finally, click the “Add mapping” button. Your map will be displayed in the appropriate category.

A common field to map for Accounts and Contacts is called “IsActive”, which can be found under custom mappings. By mapping this field to your Salesforce field, you can automatically mark Accounts and Contacts as no longer being active.

Default fields we pull from Salesforce.

If these fields are changed in TeamSupport, the sync may override these values during a sync.

Companies:
Name
Shipping or Billing Street
Shipping or Billing City
Shipping or Billing State/Province
Shipping or Billing Zip/Postal Code
Shipping or Billing Country
Phone
Fax

Contacts:
Email
FirstName
LastName
Title
Phone
Mobile
Fax

Tickets:
Name
Description
Type
Status
Severity
Assigned To (Tickets to Cases only)
Creator (Tickets to Cases only)
Modifier

Troubleshooting:

If you have followed the steps above, but do not see the Customer information in a few minutes, please go to Reports and select the “CRM Sync Logs” report in TeamSupport. This report should show you the synchronization activity and errors that have occurred.

You can also go to Salesforce and select Setup->My Personal Information->Personal Information. At the bottom of that page is a list of user logins and API attempted logins to your Salesforce account.

Need more help with this?
Don’t hesitate to contact us here.

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