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Salesforce

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

Edition: Enterprise High Level Overview 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…

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…

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…

Custom Fields on Tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Custom Fields on Tickets

Custom fields are an important part of customizing TeamSupport according to your needs. Click here to learn more about adding Custom Fields. Custom fields are displayed in a group on the right hand side of the ticket. If a custom field is mandatory, before saving,…

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…

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…

Conditional Custom Fields

Advanced Admin Functions » Custom Fields – Advanced » Conditional Custom Fields

Conditional Custom Fields are available for Ticket Custom Fields and can 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…

Setup Custom Fields

Getting Started » Basic Customization » Setup Custom Fields

The Custom Fields section allows you to create fields unique to your organization for a handful of areas including Tickets, Users, and Customers. Each of these different areas in the application can have as many different custom fields as you want. To add/edit custom…

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, Product Line, Inventory Assets, Customers,…

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…

Setup Other Custom Properties

Getting Started » Basic Customization » Setup Other Custom Properties

For additional customization, from the left hand navigation click on Admin -> Custom Properties tab -> then make your selection from the “System Property type” drop down menu. To Add a new value, click the “+ Add” link. Name is the only…

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…

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…

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…

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…

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…

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…

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…

Basic Customization

Getting Started » Basic Customization

Although TeamSupport is pre-configured with very useful defaults, there are many opportunities for customization. Here are a few to get started with: Setup Ticket Types Setup Custom Fields Setup Other Custom Properties

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:…

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…

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…

ServiceNow (SNOW)

Advanced Admin Functions » 3rd Party Integrations and API » ServiceNow (SNOW)

Edition: Enterprise Only High Level Overview In TeamSupport we are focused on helping your organization provide the best Customer & Product support possible. If you are using ServiceNow to help manage your internal IT infrastructure, the integration between the…

Data Import

Advanced Admin Functions » My Company Settings » Data Import

If you are a new user to TeamSupport, or are an existing user who needs to periodically import new data, you may use the Data Import tool. Simply create a .csv file with the necessary columns, and the import tool will add the data to your account. *Please note: The…

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…

Zoho Reports

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

Integration Overview 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…

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.

Add a Customer

Getting Started » Setup Customers » Add a Customer

To add a new customer, click Customers from the left hand navigation. Click the New Customer button. Select the “New Company” tab, fill out the form, and click save. The only required field is “Name”. We recommend you leave Active…

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…

Merging Companies and Contacts

Advanced User Functions » Customer Functions – Advanced » Merging Companies and Contacts

There are occasions where you may have multiple entries for the same Company or Contacts. In these cases, you may choose to merge these Companies or Contacts together. *Please note that the Customer Merge feature is only available to system Admins. Also, all merge…

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…

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…

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…

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…

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…

Creating a Ticket Automation Trigger

Advanced Admin Functions » Ticket Automation » Creating a Ticket Automation Trigger

Important Note There are a few important things to remember about ticket automation: Ticket Automation will only work on tickets that were modified after the trigger was created. This is a safety mechanism put in place so that if a mistake is made and you create a…

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…

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…

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…

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…

Language Support

Advanced Admin Functions » My Portal Settings » Language Support

The language in which the Customer Hub is displayed is based on your customers language settings within their browser. We accomplish this via the Google Translate API. It is important to note that you can add custom fields to the Hub and those fields are not a part…

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…

Creating a Knowledge Base Article

Advanced User Functions » Knowledge Base » Creating a Knowledge Base Article

You may create a new Knowledge Base article, or convert an existing ticket into a Knowledge Base article. Turning a ticket into a Knowledge Base article is a great way to share a ticket with internal TeamSupport users for use case scenarios and knowledge…

Customer Activities

Advanced User Functions » Customer Functions – Advanced » Customer Activities

If you learn intel, or engage with your Customers in any way outside of a ticket, these interactions can be added as Activities. Activities organize non-ticket related information that the whole team can use to understand and build the Customer…

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…

Setup Ticket Types

Getting Started » Basic Customization » Setup Ticket Types

You have the ability to define what types of tickets you need to manage within your operation. We pre-configure a few types to help you get started, however these may be changed to what you need. You can always edit the name of the Ticket Types later. You can also…

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…

Add an Asset

Advanced User Functions » Inventory Section » Add an Asset

Editions: Enterprise Only To add a new asset, click the “New Asset” button from the main Inventory screen. Fill in the following form and click save. The Product pull down displays all of the products you have created under the Product Section…

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…

Create a Tutorial

Advanced User Functions » Knowledge Base » Getting the Most out of your Knowledge Base » Create a Tutorial

You can create Tutorials inside of TeamSupport to display on your Knowledge Base. Along with text, you can insert Screen Recording and Screenshots into the article. Simply create a ticket, create your recordings and/or screenshots, mark the ticket as Visible to…

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…

Reporting on Knowledge Base

Advanced User Functions » Knowledge Base » Getting the Most out of your Knowledge Base » Reporting on Knowledge Base

An important feature of the Reporting Section is the ability to track how your Knowledge Base is being used. You can view and track the use of your knowledge base by going to Reports and selecting the “Knowledge Base Traffic” report. This report will…

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…

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…

MailChimp

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

TeamSupport contacts can be synced up with a specific MailChimp list so that when you need to email your customers about product news, upgrades, maintenance, and so forth, you will know your list is always up to date. 1. Create a list within Mailchimp. 2. Locate…

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…

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…

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/NPS ratings. The integration will also sync the…

CDI Settings

Advanced Admin Functions » My Company Settings » CDI Settings

CDI Overview One of the powers of TeamSupport is that we track a great deal of information about your customers. The Customer Distress Index, or CDI for short, computes a single number for each of your customers which will give you an idea of how often your…

Customer Insights

Advanced User Functions » Customer Functions – Advanced » Customer Insights

TeamSupports offers our Customer Insights feature which automatically pulls data from publicly accessible data sources including a Contact’s photo and LinkedIn profile, and the Company Logo and Description. The Contact avatar will be displayed along with any…

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…

User Signature

Advanced User Functions » User Account Settings » User Signature

TeamSupport allows each member of your team to add a custom signature to their profile, so that each ticket action/email they add to a ticket will include their signature. To set this up, go to the Users section and select yourself (or another user if you are an…

Routing Customer Tickets

Advanced User Functions » Customer Functions – Advanced » Routing Customer Tickets

In some cases it is beneficial to be able to direct a specific customer’s e-mail to a different group and/or individual than the generic support group. TeamSupport allows you to do this by assigning a default support group and/or use to the Customer record. …

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…

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…

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…

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…

Using the Internal Knowledge Base

Advanced User Functions » Knowledge Base » Using the Internal Knowledge Base

Turning a ticket into a Knowledge Base article is a great way to share a ticket with internal TeamSupport users for use case scenarios and knowledge share. Internal Knowledge Base articles are not intended to be viewed by your Customers on the Customer Hub. Click on…

Inventory Section

Advanced User Functions » Inventory Section

Edition: Enterprise The TeamSupport Inventory module allows you to track physical inventory items (or “assets”) which have been shipped to customers. You can also associate these assets to tickets for easier tracking. There are four tabs on the…

Email – Best Practices

Big Picture Topics » Email – Best Practices

While TeamSupport can handle e-mail in a number of different ways, below is a list of recommended e-mail practices: Forward your Support e-mail address to your TeamSupport dropbox. This is easily accomplished on most e-mail systems, but will require your mail…

Survey Monkey

Advanced Admin Functions » 3rd Party Integrations and API » Survey Monkey

While TeamSupport offers a native Ratings solution, there are some cases where you may need a full suite of survey features for more granular feedback collection and analysis. By adding a simple link to your Ticket Closed email template in TeamSupport, when a ticket…

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…

My Portal Settings

Advanced Admin Functions » My Portal Settings

This section deals with configuring your Customer Hub. 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 Migration document for you to transition to the…

Add/Edit an SLA Trigger

Advanced Admin Functions » SLA (Service Level Agreement) » Add/Edit an SLA Trigger

Once you have created an SLA, the next step is to select which Ticket Type would like to use. Selecting a Ticket Type is useful as different ticket types may have different SLA requirements. For example, a “Feature Request” might allow for a longer…

Tasks on Tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Tasks on Tickets

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. The Tasks feature allows…

Create your First Ticket

Getting Started » Create your First Ticket

There are many ways a new ticket can be created automatically. These include via email, the Customer Hub, a CRM integration, and from our API. You can also create a ticket manually by clicking on one of the following New Ticket buttons. Click “New…

Test in a Sandbox Account

Getting Started » Test in a Sandbox Account

If you would like to have a test account – you can setup a Sandbox Account. This will allow you to: Work in a testing environment See the emails that we send out of TeamSupport Setup Ticket Automation Triggers Customize Email Templates and design of…

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…

Manage Users

Advanced User Functions » User Account Settings » Manage Users

Click here to learn about Adding a New User. User Status TeamSupport users who are Admins can also change any other user’s status by clicking on the online/offline button next to their name on the list of users. This is useful if a user became unavailable…

Add a Calendar Event

Advanced User Functions » Calendar » Add a Calendar Event

You may want to and to add personal or team Events to your TeamSupport Calendar. Events might include Projects dates, Onsite Customer visits, User Vacations, and Support Rotation schedules. Begin by choosing a Calendar view. Depending on which Calendar you choose,…

API Pagination

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

* TeamSupport requests that pagination be used in all possible API calls. While it is optional today, pagination will soon be a requirement. Paginating displays results separated into a discrete number of pages. This is necessary to avoid delays if large amounts of…

“Email Ticket” Button

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » “Email Ticket” Button

The “Email Ticket” button can be found under the “More” button on the top menu of the Ticket Detail page. This button allows the Public Actions within a ticket to be emailed to one or more recipients. This means private actions are not sent…

Customer Alert Messages

Advanced User Functions » Customer Functions – Advanced » Customer Alert Messages

Customer Alerts allow you to change Activities for Customers and Contacts into an Alert that will pop up on the users screen when viewing a Ticket they are associated with. The pop up will also occur when the user views the Customer or Contact from the Customers…

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…

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…

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…

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…

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…

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…

Scheduled Reports

Advanced User Functions » Reporting & Metrics » Scheduled Reports

Scheduling a Report can be an excellent way to make your Reports even more useful. Here are several use cases for scheduling reports: SLAs and capturing the amount of support that was given to a customer in a certain timeframe can be time sensitive. To ensure that…

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…

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…

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…

Manage an Asset

Advanced User Functions » Inventory Section » Manage an Asset

Editions: Enterprise Only Details Tab When you open an asset, depending on the assignment of the asset (Assigned, Warehouse, or Junkyard), you can take one or more the following actions: Assign Return Junk Edit View History Assign Asset To ship/assign an…

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…

My Company Settings

Advanced Admin Functions » My Company Settings

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…

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.…

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…

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…

Customer Chat Functions

Advanced User Functions » Customer Chat Functions

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…