Ticket Management
Easily manage customer support requests and share vital information among your team. Quickly define workflows and custom ticket statuses for quick, intelligent resolution.
Email Integration
Include forwards and replies to existing tickets, create new tickets and use simple keywords for various actions. Forward your companies support@ address to TeamSupport for ticket creation. Email attachments are also added to the tickets.
Wiki
Create rich documents, upload and organize images and documents, maintain version control and allow public or private access.
Reporting
Advanced reporting capabilities allow you to view your data in virtually any way you want. Sort, filter and export on-demand.
SLA Management
Define and manage Service Level Agreement programs. The interface displays a simple to identify "yellow" or "red" color coding for warnings and violations. Notifies individual support agents as well as support groups.
Group Collaboration
Define functional areas of your operation for advanced, focused tracking and resolution. Easily create escalation teams and much more. Quickly passes tickets from one group to another.
Customer Portal
Complete customer facing, self service portal allows your customers to track and manage their own tickets and use the Knowledge Base. Your customers can submit and close tickets, view open and closed tickets, contribute additional information and attachments.
CRM Integration
Native integration to both Salesforce.com and Highrise by 37signals.com. Sync Customer/Contacts to your TeamSupport account. Send customer ticket details back to the CRM and keep non-technical employees in the loop.
API
The TeamSupport RESTful API allows you to hook into TeamSupport & connect third-party applications. Use all four verbs (GET, POST, PUT, DELETE) to manipulate data. Additionally, custom fields created in your TeamSupport account are also available with our API.
Knowledge Base
The Knowledgebase allows commonly used tickets to be grouped and exposed to users through the customer portal. This is perfect for information contained within the structure of a ticket and for information relating to specific products or versions.