Customer Support and Service Articles

TeamSupport.com, a provider of software-as-a-service-based customer service and help desk tools, today announced the release of a significant enhancement to data sharing between its flagship customer support application and Salesforce.com.

“In addition to importing basic user and account information into TeamSupport, users of Salesforce are now able to map custom fields created in the CRM system,” said Robert Johnson, CEO of TeamSupport.com. “It greatly expands the range of client data accessible to TeamSupport users within the organization, and that translates into better communication between workgroups, increased productivity, and ultimately, happier customers.”

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.

We are proud to announce that, due to our great relationship with SalesForce, TeamSupport now is available to SalesForce Group Edition customers.

Previously TeamSupport could only integrate to users of the Professional or above versions of SalesForce, but now we have opened up access to group edition customers as well.

Thank you to SalesForce for providing this ability to our mutual users!

We are very pleased to be able to announce that TeamSupport.com is now a certified Salesforce.com AppExchange partner and you can find our AppExchange listing here.

What does this mean?

We can now synchronize customer data from Salesforce.com to TeamSupport.com.  Once the integration is set up, the processes is simple:  Just change the “Account Type” pulldown in Salesforce to “Customer” (or any keyword of your choice) and the account information and contact details will be automatically synced with TeamSupport.  Also, when a new ticket is created in TeamSupport a note will be generated in your Salesforce account with information about the ticket.

The best way to learn more about this integration is to watch this brief video.

Security Audit

An interesting part of the AppExchange listing process is that Salesforce performed a very exhaustive security audit on TeamSupport.  We have always taken security extremely seriously at TeamSupport, but having an external company perform an audit – including sophisticated hacking probes – was an interesting exercise.  I’m very proud to say that TeamSupport held up very well and we passed the audit with flying colors!

This means that you can be even more confident about the security of your data in TeamSupport.

- Robert Johnson