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 portal, or a TeamSupport user has manually associated the ticket with an end user) adding an action and marking the action as “Visible to Customers” will automatically send an e-mail to the customers associated with that ticket. The e-mail will include a complete history of the ticket including all actions marked as “visible”. In addition, if the most recent action has attachments associated with it, those attachments will also be e-mailed.
The power of Web Conversations is that it allows you to support your customers directly from within TeamSupport and does not require that you use an e-mail client for any of your day to day customer interactions.
Click here to learn more about customer/ticket interaction.
Need more help with this?
Don’t hesitate to contact us here.