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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…

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…

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…

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 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…

Ticket Queue

Advanced User Functions » Ticket Functions – Advanced » My Tickets – Advanced » Ticket Queue

The ticket queue is designed to offer better control over what you and others are working on today or over the next week. A user may have many, many tickets assigned to them, but in many cases, the user is not necessarily going to work on every single one of those…

Ticket Functions – Advanced

Advanced User Functions » Ticket Functions – Advanced

*Please Note: This section includes Advanced Ticketing Functions. Basic ticketing functions are covered here, in the Quick Start User Basics section of this manual. Tickets are the core of the TeamSupport system and is where the majority of the work happens within…

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 Sentiment Analysis

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Ticket Sentiment Analysis

Edition: Enterprise 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. 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…

Ticket Detail Tab

Quick Start User Basics » Manage your Tickets » Ticket Detail Tab

When you open a new ticket, a new ticket detail tab will open. You can multitask by having multiple tabs open at once for tickets, customers, and reports. The Ticket Detail tab will show all correspondence from Customer and Agents in the white action…

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 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…

Tagging a Ticket

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Tagging a Ticket

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. You can add/view/edit tags from the Tags section on the right hand side…

“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…

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…

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…

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…

Time Tracking on a Ticket

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Action Editing Features » Time Tracking on a Ticket

You can track time spent on tickets by manually entering this by hand, or you can use the auto timer feature. To use the auto timer, simply click the red timer to start. When clicked, the timer will turn green. Clicking again will pause the timer. When you are…

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…

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…

A Note about Ticket Visibility

Advanced User Functions » Ticket Functions – Advanced » A Note about Ticket Visibility

There are two layers of visibility on a ticket – the ticket level, and the action level. Typically, a ticket which is visible to customers will have a mix of visible and non visible actions. Non visible actions are great for internal notes to yourself, or…

Applause on a Ticket Action

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Applause on a Ticket Action

The Applause feature encourages teamwork by letting users applaud other team member’s Ticket Actions, similar to the “Like” button on Water Cooler. If a user sees an Action created by another team member that is worthy of applause, they can toggle…

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…

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…

Assigning a User to a Ticket

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Assigning a User to a Ticket

There are several ways a user can become assigned to a ticket including: When an agent creates a new ticket, by default, that user is assigned to the ticket. Click here for additional information on creating a new ticket. In the Customer record, a “Default…

Sending an Email from a Ticket

Advanced User Functions » Ticket Functions – Advanced » Sending an Email from a Ticket

TeamSupport is built around a very strong base of email communication, and we make it very easy to communicate with clients via email directly from the ticket. We call this feature “Web Conversations” and it is the ability to hold communications with…

Assigning a Group to a Ticket

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Assigning a Group to a Ticket

There are several ways a group can become assigned to a ticket including: A Default Group can be selected for all new tickets from email and the Customer Hub. This option can be found in your Admin settings. When an agent creates a new ticket, the user can select…

Customers on Tickets

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

Associating a Customer to a Ticket 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…

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. As you begin editing, drafts are saved after 10 seconds of inactivity. In the event of a ticket or page…

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

How are tickets created?

Advanced User Functions » Ticket Functions – Advanced » How are tickets created?

TeamSupport is a true multi-channel customer support solution which means that tickets can be created through a variety of means. The following is a list, with links to the appropriate section of the documentation, of the various ways tickets can be…

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…

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. …

Reminders on tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Reminders on tickets

Edition: Support Desk *Enterprise Edition customers use our Tasks feature rather than Reminders. Tasks are an extension of Reminders and allows user to assign and manage Tasks for themselves and other users. Reminders are a great way to stay on top of follow ups…

Manage your Tickets

Quick Start User Basics » Manage your Tickets

Haven’t created your first ticket yet? You can do that here. Tickets are the major component of TeamSupport. There are two main areas to Edit/Manage your tickets: Ticket Detail Tab My Tickets Grid What’s Next? Click here for More on Managing your…

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…

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…

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…

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…

Request Update

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Request Update

The quickest way to get an update on a ticket from the assigned user is to use the “Request Update” button at the top of any ticket: When this button is clicked, the following message is displayed indicating that an email update was sent to the assigned…

My Tickets Basics

Quick Start User Basics » Manage your Tickets » My Tickets Basics

The “My Tickets” grid has lots of tools to keep you on track, organized, and efficient. Here are some common “My Ticket” options: The number in parenthesis after “My Tickets” indicates the number of your tickets that have new…

Inventory on Tickets

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

Edition: Enterprise TeamSupport’s 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 To add assets to tickets,…

Default Customer Hub Group

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Basic Hub Settings Tab » Default Customer Hub Group

When tickets are submitted on the Customer Hub or email, you have the option to define which Group the ticket will be associated with. A common group for customer service is usually designated for this but you have the option to select any group you have created. All…

Relating Tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Relating Tickets

In many situations, it is important to be able to associate, or relate, multiple tickets together. This can be useful, for example, when multiple issues all relate to a common root cause or if several customers report the same issue. In TeamSupport there are three…

Working with All Tickets

Advanced User Functions » Ticket Functions – Advanced » Working with All Tickets

You will find many of the same features in the All Tickets section that you will find in the My Tickets Section. These grids have a number of powerful features which give you a great deal of control over the tickets and how you interact with them. Ticket…

Workflow

Advanced Admin Functions » Workflow

To setup workflow, go to ADMIN -> WORKFLOW tab. The ability to customize the workflow steps in TeamSupport is an extremely powerful feature. Basically this section allows you to define the possible next steps that a ticket can take when one status is selected. While…

Image Manager

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Action Editing Features » Image Manager

The Image Manager is used to store documents that you can later insert into tickets. The image manager is shared between tickets, Knowledgebase Articles, and Wiki Articles. You can upload a new image, or insert an existing image into your ticket by clicking on the…

Search Basics

Quick Start User Basics » Search Basics

TeamSupport offers a powerful search tool which allows you to find Tickets, KB articles, Customers, and Contacts quickly. You can also perform advanced filters and sorting to better narrow down your search. Field Definitions Search Bar: Type your word or words…

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…

Merging Tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Merging Tickets

Merging Two Tickets Only To merge two tickets into one, you will first choose the loser (the ticket that will be lost). With the losing ticket open in a tab, click the Merge button in the tool bar. When you do this, a dialogue box will appear asking you to…

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…

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…

Subscribing to Tickets

Advanced User Functions » Ticket Functions – Advanced » My Tickets – Advanced » Subscribing to Tickets

You can subscribe yourself, or you can subscribe others to tickets. Once subscribed, when the ticket is updated, subscribed users will get an email with the ticket details. Users can unsubscribe from these updates at anytime. Subscribing is an easy way to ensure…

Dashboard

Quick Start User Basics » Dashboard

When you first log in to TeamSupport you are taken to the dashboard. The contents of the dashboard include: “New Ticket” Button – Brings up the new ticket form. Quick Ticket Search – You can search by ticket name or ticket number and a…

Code Samples on Tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Action Editing Features » Code Samples on Tickets

TeamSupport provides the “Insert/Edit Code Sample” button in the action editing toolbar which gives you the ability to share code samples within actions. If you choose not to use this button and paste code directly into the action window, you may get…

Customer Hub

Getting Started » Customer Hub

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

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…

Suggested Solutions on Customer Hub

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Suggested Solutions on Customer Hub

In an effort to reduce the number of tickets your customers send your way, you can use Knowledge Base Tickets and Tagging to display suggested articles to your customers in hopes they will find the answer to their question before actually submitting a ticket or…

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…

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…

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…

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…

Email Integration

Getting Started » Email Integration

How it works – High Level: When your customer (or anyone) sends emails to your support@yourcompany.com address, it will create a new ticket. The sender will get an auto reply confirming receipt, and your team will get an email letting them know a new ticket…

User Rights and Abilities

Advanced User Functions » User Account Settings » User Rights and Abilities

Each user can be configured to have specific rights and abilities in your system. The User section is found on the left hand navigation menu. Rights A user must be a System Administrator in order to edit the following fields. Product Lines (Enterprise Only):…

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…

Automating Jira using API

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

Edition: Enterprise TeamSupport offers an API which allows customers to have access the their TeamSupport data from outside of TeamSupport. You may use the API to set an existing Jira ticket link, or to create a new one. The element will be used to set or…

Basic Workflow

Quick Start User Basics » Basic Workflow

Every organization is different. Your TeamSupport account has a lot of default settings to give you a turn-key customer support solution. Additionally, you can customize the settings and workflow to meet the unique needs of your organization. Here is an example of a…

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…

Jira Sync on Tickets

Advanced User Functions » Ticket Functions – Advanced » Ticket Detail – Advanced » Jira Sync on Tickets

Edition: Enterprise Sync a ticket with Jira If you have followed the steps outlined in the Jira Integration page, you will find the following “Sync with Jira” section on the right hand side in the ticket page. If the Jira section is not in a…

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…

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…

Email Integration – Advanced

Advanced Admin Functions » Email Integration – Advanced

*If you would like to know the basic requirements for setting up email integration, read this first. How it works – High Level: When your customer (or anyone) sends emails to your support@yourcompany.com address, it will create a new ticket. The sender will…

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…

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…

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…

Email Templates

Advanced Admin Functions » Email Integration – Advanced » Email Templates

Every email that is sent out of TeamSupport has a template associated to it. You are able to customize each template to meet the needs of your organization. Your account has been pre-configured with default settings for your convenience. Global Templates…

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…

Web Conversations

Big Picture Topics » Web Conversations

Web Conversations are a powerful and unique feature of TeamSupport which allows you to get out of the e-mail inbox for managing support issues. If a ticket has been associated with a specific end user (either they created the ticket via e-mail or via the Customer…

Customer API

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

Customer API You can allow your Customer to access their data within your account by giving them their Customer API Token that is found on their Customer record. Your customers can do things like access their ticket information, update tickets, and post new tickets. …

Agent Ratings – Setup

Advanced Admin Functions » My Company Settings » Agent Ratings – Setup

*Please note: If you signed up for TeamSupport after June 28, 2014, Agent Ratings will be pre-configured in your account. For customers who had an active account on or before June 28, 2014, setup is required. There are several components to Setup Agent…

API Sample Code

Advanced Admin Functions » 3rd Party Integrations and API » API » API Sample Code

*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? Here is sample code written in C# to create a Company. using System; using…

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 longer response…

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…

Water Cooler – Advanced

Advanced User Functions » Water Cooler – Advanced

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…

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…

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…

Knowledge Sharing

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

You can turn any ticket into a Knowledge Base ticket. Here are a few reasons why you might want to do this: You have recently resolved an issue for your customer, and you would like to share the results with the entire team so that they can all learn from the…

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…

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 Ticket Search” – You can search by ticket name or ticket number and a list of matching tickets will be displayed in the pulldown…

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.…

Twitter

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

When someone mentions your twitter account in a tweet, or one of your followers sends you a DM (direct message), twitter can be set to send out an email to the address of your choosing. To have these notification emails create a ticket in your account: 1. From the…

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,…

Community (Forum)

Advanced User Functions » Community (Forum)

If you give your customers access to your Customer Hub you can enable Community (or what some call forums) at no additional cost and let your customers help each other, and also converse with your team. This page will cover how to use the Community Section of…

Reminders Tab

Advanced User Functions » Ticket Functions – Advanced » My Tickets – Advanced » Reminders Tab

Editon: Support Desk *Enterprise Edition uses the extended Tasks feature rather than Reminders. The Tasks feature allows TeamSupport users to assign and track multiple tasks for other users or themselves on a single ticket. Reminders are a great way to stay on…

Zoho Analytics

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

Integration Overview TeamSupport offers powerful reporting and charting capabilities through an integration with Zoho Analytics. Through this integration, you can create custom reports, charts, and dashboards using TeamSupport data. You can also create a custom…

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…

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…

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…