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Screen Recording

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Action Editing Features » Screen Recording

TeamSupport provides a screen recording feature so that your teams can better describe a solution to your customers. You can record your screen and embed it within the ticket action so your customers can play a video and optionally hear your voice recording describing…

Embed Images and Screen Shots

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Action Editing Features » Embed Images and Screen Shots

TeamSupport offers two easy ways to embed images or screenshots into your tickets – You can paste them directly from your clipboard, or you can access a warehouse of previously uploaded images and add them directly to the action. As the saying goes, a picture is…

Customer Hub Usage Guide

Customer Hub » Customer Hub Usage Guide

This document is intended to be provided to your customers, who are the end users of the TeamSupport Customer Hub. The document is provided in Word format so that you can easily make edits according to the settings you have selected, and also to provide a company logo…

Screen, Audio, and Video Sharing on Chat

Advanced User Functions » Customer Chat Functions » Screen, Audio, and Video Sharing on Chat

Edition: Enterprise Only 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…

Quick Start User Basics

Quick Start User Basics

First you’ll need to log in. Tip: We have a screen guide which will help you as you are getting started. What’s Next? Basic Workflow Explore your Dashboard Explore the Customer Section Create your first ticket Manage your tickets Search Make a Post on…

Creating a Knowledge Base Article

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

Here is a quick step guide on how to create a new Knowledge Base article. Create a new ticket Give the ticket a name. This will be the name of the article. The ticket type can be anything – this does not matter. In some cases, our customers will create a…

Customer Hub

Customer Hub

The TeamSupport application helps your team to provide exceptional customer support. TeamSupport’s Customer Hub is an extension of the application which provides a self-service resource area for your customers to manage their tickets and find answers to their…

Jira

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

TeamSupport-Jira Integration for better bug tracking. 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…

Advanced User Functions

Advanced User Functions

If you are a basic Support User, you might find all you need in the Quick Start User Basics section. Browse this section for Advanced User topics such as: Home Screen Navigation Dashboard Ticket Functions Ticket Tags Knowledge…

Changing Your Password

Advanced User Functions » User Account Settings » Changing Your Password

Change Your Password 1. Go to the Users section and click on our name. You can also reset another user’s password also. 2. Browse to the “User Properties” section. 3. Click “Reset and Email Password” next to…

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…

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…

Video Recording

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Action Editing Features » Video Recording

In addition to Screen Recordings, you can now add Video Recordings into your tickets in the app as well as through the Customer Hub. This allows you to provide a real face and voice to your customers, improving the customer experience even more! Your customers also…

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…

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…

SLA Status on a Ticket

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » SLA Status on a Ticket

TeamSupport has the ability to define various levels of SLAs and assign these to customers. Click here to learn more about SLA’s and how to configure them from within TeamSupport. From within a ticket, the SLA status is displayed on the right hand side of the…

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…

Customer Alert Messages

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

Customer alerts allow you to create a note for either a company or contact, and when viewing a ticket they are associated with, the alert will pop up on the screen to the user. To add an alert, go to the company or contact and select the Notes tab. When adding the…

Getting the Most out of your Knowledge Base

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

The Knowledge Base integrates in to many other parts of TeamSupport. Browse this section to explore ways to get the most of your Knowledge Base. Topics include: Canned Responses: If you have common responses to questions, you can save them as a canned response to…

Customers on Tickets

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

There are several ways a customer can become associated to a ticket including: When a customer sends an email to your support address (read how to configure email here) a ticket will be created and their email address will be associated with the ticket…

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…

Using the Internal Knowledge Base

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

Click on Knowledge Base from the left hand navigation from within TeamSupport. Here all of the Knowledge Base articles are listed including articles that your customers can see. Articles are displayed in custom categories. There are also two boxes on the right…

Help Center

Help Center

We are here to help! This documentation site may have the information you need, but it is not your only resource. Is this a new account? Visit the Getting Started section. Are you a new user? Visit the Quick Start User Basics section. Advanced User? Visit the…

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…

File Attachments on Tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Action Editing Features » File Attachments on Tickets

There are multiple ways to add file attachments to actions within tickets: Manually You can add file attachments to a ticket through the TeamSupport user interface by clicking on the Attach File button at the bottom of the action. You can also drag and drop files…

Make a Post on the Water Cooler

Quick Start User Basics » Make a Post on the Water Cooler

The easiest way to think of the Water Cooler is as a Facebook-type social network that only people in your company can access. You can post questions, have conversations, and even chat one on one with your colleagues. Basically, it’s a way for you to collaborate…

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…

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…

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…

Passwords

Getting Started » Logging In » Passwords

Protecting your data has always been a major priority for TeamSupport. We have multiple ways you can increase security on your account in order to provide the highest level of security possible. New Users: New users will receive an email containing a temporary…

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…

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…

Ticket Tags

Advanced User Functions » Ticket Tags

Tags allow you to organize tickets around keywords that make sense to you. For example, you could add a tag called “Exchange” to quickly see a list of tickets that involve the exchange server. The Ticket Tags section can be found on the left hand navigation from…

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…

Zoho Reports

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

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 custom dashboard which…

Customer Chat Setup

Advanced Admin Functions » My Company Settings » Customer Chat Setup

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…

Web Browser Notifications

Getting Started » Browser Support » Web Browser Notifications

TeamSupport leverages your browser’s “Web Notification” feature for in app notifications like ticket updates and new chat requests. Currently there are browser notifications for ticket updates and new Customer Chat requests. See below 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…

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…

Suggested Solutions / Canned Responses

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Action Editing Features » Suggested Solutions / Canned Responses

Please note: The “Insert Knowledge Base” feature is now “Suggested Solutions” When logging an Action on a ticket, you can insert a KB article on the fly. This is an easy way to provide answers to repetitive questions and avoid the need to…

Uses of the Wiki

Advanced User Functions » Wiki » Uses of the Wiki

The Wiki feature is a great capability within TeamSupport, but we often get a variation of the “What do we do with it?” question. This help article will try to give you a few ideas of what we see the Wiki being used for. Please keep in mind that you can…

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…

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:…

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…

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…

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…

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…

Migration from Advanced Portal

Customer Hub » Migration from Advanced Portal

*In 2016, we began sunsetting the Advanced and Public Portals to be replaced with the Customer Hub. As of April 2017, existing customers will still see the menu “Classic Portals” in their Admin section, while new customers will only see the Customer…

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…

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…

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…

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…

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…