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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…

Knowledge Base

Advanced User Functions » Knowledge Base

The Knowledge Base is great area to store documents for your internal team or for your customers to access at any time from the Customer Hub. This section includes the following topics: Type of Knowledge Base: There are three different areas where the Knowledge…

Knowledge Base Setup

Advanced User Functions » Knowledge Base » Knowledge Base Setup

The internal Knowledge Base does not require any setup. Simply create a Knowledge Base article, and it will be available for TeamSupport users. You may optionally create Knowledge Base Categories to help with organization. Some setup is required for Customers to…

Knowledge Base Settings

Advanced Admin Functions » My Portal Settings » Knowledge Base Settings

You can configure all of your categories and subcategories within TeamSupport under Admin -> My Portal -> Knowledgebase Tab.

Knowledge Base HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Knowledge Base HTML Code

Here is the factory code for the Knowledge Base 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…

Knowledge Base Vs Wiki

Big Picture Topics » Knowledge Base Vs Wiki

TeamSupport implements a Knowledge Base feature which allows commonly used tickets to be grouped within the Knowledge Base section of the application, and also exposed to users through the Customer Hub. Most people use this as the FAQ. The Wiki also can be used for…

Access to Knowledge Base

Advanced User Functions » Knowledge Base » Access to Knowledge Base

There are 3 different ways to access the Knowledge Base. Internal Knowedge Base If you are a TeamSupport user, you have access to the Internal Knowledge Base. This Knowledge Base section on the left hand navigation shows all of the articles that are available to…

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…

Knowledge Base Article HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Knowledge Base Article HTML Code

Here is the factory code for the Knowledge Base Article 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…

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…

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…

Knowledge Base Filtering with Products and Customers

Advanced User Functions » Knowledge Base » Getting the Most out of your Knowledge Base » Knowledge Base Filtering with Products and Customers

Please note: The Products module is only available in the Enterprise Edition. There are several ways to filter your Knowledge Base content. *If you are using Customer Filtering and Product Filtering, Customer Filtering logic will take precedence. Customer…

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…

Wiki Privacy Settings

Advanced User Functions » Wiki » Wiki Privacy Settings

There are 3 levels of privacy for Wiki Articles. Visible on Portals: This option will give your customers access to this article on your Customer Hub. Private Article : You can elect to make the article private so that only you can see it. This is useful if…

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…

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…

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…

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…

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…

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…

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…

Transitioning from the Portal to the Customer Hub

Customer Hub » Transitioning from the Portal to the Customer Hub

*In 2016, we began sunsetting the Classic and Advanced 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…

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…

What about all of the icons on the left?

Advanced User Functions » What about all of the icons on the left?

The left side of the application displays a list of navigation buttons which direct the user to the specific area of interest. The available buttons will depend on the version of TeamSupport you are using. In this display, you can see everything available in the…

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…

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…

Welcome!

Welcome!

! NOTE: As of the end of June 30, 2020, this page will no longer be kept up to date. Please utilize our Customer Hub and our Knowledge Base to review the latest and most up to date documentation via the TeamSupport Customer Hub Welcome to the TeamSupport…

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…

Big Picture Topics

Big Picture Topics

Browse this section to learn more about how to bring different parts of the system together to give your customers the best support experience possible. Topics include: Email – Best Practices Web Conversations Knowledge Base vs Wiki Privacy 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…

Customer Functions – Advanced

Advanced User Functions » Customer Functions – Advanced

*This section covers advanced topics in the Customer section. If you are looking for basic tasks, read this section first. The Customer section in TeamSupport is one of the areas that makes the system unique – Instead of simply tracking tickets, TeamSupport…

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…

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…

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…

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…

Document Manager – Wiki

Advanced User Functions » Wiki » Document Manager – Wiki

The Document Manager is used to store documents that you can later insert into Tickets, Knowledge Base, and Wiki Articles. You can upload a new document, or insert an existing document into your Wiki article by clicking on the Link button from the Wiki toolbar, and…

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…

Search HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Search HTML Code

Here is the factory code for the Search 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…

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…

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):…

Header HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Header HTML Code

Here is the factory code for the Header 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…

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…

Community Settings

Advanced Admin Functions » My Portal Settings » Community Settings

You may choose to enable Community (or what some call forums) on your Customer Hub at no additional cost and let your customers help each other, and also converse with your team. Note: Some customers may want to create a new ticket type called Community or Forum…

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…

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…

What’s Next?

Getting Started » What’s Next?

You’re finished with the Getting Started Section… What’s Next? Click here to learn the basic day-to-day tasks of a typical support software user. Click here if you would like to see a bit more of what is under the hood. Click here to expand your…

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…

Customer Hub Settings

Advanced Admin Functions » My Portal Settings » Customer Hub Settings

The Customer Hub has an admin page which will allow you to customize and control all of your settings. 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…

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…

Troubleshooting

Help Center » Troubleshooting

If you’re not seeing what you expect in one of our applications, these quick fixes should get you back on track. _______________________________________________________________________________________________________________________________________ Empty your…

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…

Dashboard HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Dashboard HTML Code

Here is the factory code for the Dashboard 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…

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…

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…

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…

Embed Ratings in your Website

Advanced Admin Functions » My Company Settings » Agent Ratings – Setup » Embed Ratings in your Website

Embedding your Ratings page into an iframe on your website is an optional feature. The pros to doing this to provide your customers with a more integrated experience with your website. If you choose not to embed your ratings in an iframe on your website, you may use…

Add a Test Customer

Getting Started » Setup Customers » Add a Test Customer

We recommend you add a “Test Customer” using your personal email address (i.e. gmail, verizon, etc.). This will allow you to experience the system as your customers will via email and the Customer Hub. If you haven’t added a customer yet –…

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…

Setup Customers

Getting Started » Setup Customers

The Customers tab is where you can define who your customers are, what Products and Versions they are using, and attach important files and activites. Get started here by Adding a Customer.

SQL Wildcards

Advanced Admin Functions » Ticket Automation » SQL Wildcards

Ticket Automation uses standard SQL Wildcards for search results. % : Use a percent symbol as a substitute for zero or more characters. For example: will return results that contain “apple” and “apples” _ : Use an underscore as a…

Manage Calendar Events

Advanced User Functions » Calendar » Manage Calendar Events

Events can be one of the following: Ticket Due Dates – Displayed in Red Ticket Reminders and Customer Reminders – Displayed in Blue Manually added Events – Displayed in Green Viewing, Editing, and Deleting Events Click any event to display a…

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…

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…

Footer HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Footer HTML Code

Here is the factory code for the Footer 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…

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. …

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…

Getting Started

Getting Started

5 Minute Tour Each new account includes preconfigured settings to help new trial users quickly get a general understanding of how TeamSupport works. You are welcome to use these settings – but more importantly you can change them. Ready to Get…

Logging In

Getting Started » Logging In

Login to TeamSupport at https://login.teamsupport.com. Your email address is your user name. If you have multiple accounts with your email address, you will be asked to select which account you would like to log into. Depending on your log in method, this may be a…

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 Basics

Quick Start User Basics » Customer Basics

The Customers tab is where you can define who your customers are, what products and versions they are using, and attach important files and activities. The picture below displays a list of your customers. From here, you can define the specifics about each…

Search Panel HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Search Panel HTML Code

Here is the factory code for the Search Panel 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…

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…

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…

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…

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…

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…

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…

User Account Settings

Advanced User Functions » User Account Settings

The User section is where all TeamSupport users are added and defined. Tabs User Information: Contains information about the user and user settings Open/Closed/All Tickets: You can view all tickets for any user using these tabs Ticket Queue: View/Edit a users…

Terms and Conditions HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Terms and Conditions HTML Code

Here is the factory code for the Terms and Conditions 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…

“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…

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.

Phone Systems

Advanced Admin Functions » 3rd Party Integrations and API » Phone Systems

TeamSupport can be integrated with many phone systems so that the customer record is called up automatically based on caller ID (a “call pop”). If your phone system has the ability to call a URL when a call comes in, simply point it…

SSO (Single Sign On) with TeamSupport

Advanced Admin Functions » My Company Settings » SSO (Single Sign On) with TeamSupport

Logging into TeamSupport requires a secure username and password to sign in. Typically the user is prompted to enter this information upon signing in. While this works fine for some TeamSupport customers, requiring a password creates a problem if TeamSupport is being…

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…

RingCentral

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

TeamSupport offers two ways to integrate with the RingCentral phone system. Call Pops If you are using the RingCentral softphone application, you can have it launch TeamSupport automatically and bring up information on the client who is calling you. With the…

Zapier

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

Zapier is a service which provides a middle ware for hundreds of applications to communicate with each other. In many cases, using Zapier can allow you to link TeamSupport with a product we may not have written a native integration for, and provide you with a way to…

Manually Granting Access to Customer Hub

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Granting Access to Customer Hub » Manually Granting Access to Customer Hub

You may grant any Customer and/or Contact access to the Customer Hub manually through the Customer section within TeamSupport. One use case for this method is if you manually enter new Contacts into your system and will need to individually choose whether or not each…

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…

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…

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…

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…

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…

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…

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…

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…

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…

Wiki HTML Code

Advanced Admin Functions » My Portal Settings » Customer Hub Settings » Advanced View Designer Tab » Wiki HTML Code

Here is the factory code for the Wiki 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 date. If…

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…

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…