Customer Support and Service Articles

TeamSupport.com – an emerging leader in SaaS-based customer service and help desk tools – today announced an integration of the company’s flagship TeamSupport product with MailChimp, a highly regarded provider of easy-to-use software for the design, distribution and tracking of electronic newsletters and similar publications.

“We are very pleased to provide our Support Desk and Enterprise Edition users with an easily configured tool to boost the effectiveness of their email marketing activities,” said Robert C. Johnson, CEO of TeamSupport. “A few simple set-up steps are all that’s needed to begin synchronizing contacts in TeamSupport with MailChimp, assuring distribution lists are always current and up-to-date.”

“Maintaining good lines of communication with customers – especially in the support and help desk arena – is essential for any venture to succeed in this challenging economy,” said Amy Ellis, Head of Integrations and Partnerships at MailChimp. “Our design templates and user-friendly interface help growing businesses, as well as enterprise-level organizations maximize the value of their electronic marketing and publishing efforts.”

Employed by customer support and corporate help desks worldwide, TeamSupport is easily configured and customized; the application is offered in several reasonably priced, upgradeable versions. TeamSupport is scalable from a simple help-desk application to a 100+ seat enterprise-wide customer support and product defect tracking system.

This week we added a great feature to our email integration. TeamSupport Customers can now generate an unlimited number of dropbox addresses in TeamSupport and intelligently route multiple inbound email addresses to specific departments inside the enterprise.

1. Create a specific Type of Ticket (issue, bug, incident, etc).

2. Assign the ticket to a Group/department

3. Associate the ticket to a specific Product (Enterprise and Bug Tracker editions only).

If your company has multiple support address that are used by your customers to contact you, this feature makes this very easy to deal with. These may be addresses such as “level1support@mycompany.com”, “escalation_team@mycompany.com”, “US-Support@mycompany.com”, “EU-Support@mycompany.com”, and so on.

Simply forward your company’s appropriate email address to the specific dropbox account to enforce the rules you have defined.

This new setting can be found in your TeamSupport account within the Admin section/Email tab. Please contact us if you have any questions or need any help with this new feature.

-Eric

As of today, all TeamSupport customers will have the ability to fully customize all email templates in your account. This means you now have control over the look and feel of every system generated email. This applies to both emails that are internal to your teams as well as those sent to your customers.

You will be able to change layouts, fonts, colors, headers, body, footers and more. You can add your company logo, signature, and brand them as you desire. As a default, we have designed an elegant template which you may use.

There are a couple of great features included with this such has the ability to setup a “global email template”.  This is perfect for those instances where you simply want to change the color or font style across the board and not have to change each and every template.

There is also a “preview” function so you can see what the email template looks like before using it.

Finally, there is a “Reset to default” feature in the event you need to revert back.

For more details, please reference our online help documentation here.

- Eric Harrington