Collaboration

Customer support is not a standalone function - it requires strong teamwork from multiple departments to make sure your customers are happy.  Our collaborative customer support software helps you do this with ease.

Water Cooler™ internal social network

The Water Cooler™ is a built-in social network similar to Facebook but specifically designed to let your team work together to solve issues. No matter where they are located, your team can have conversations about specific tickets, customers, or products all from within TeamSupport’s web based help desk.

Questions or comments about issues may be asked to all TeamSupport users or within specific groups. You can even chat with other TeamSupport users who are logged in by clicking on their name on the right hand side of the screen under “Online Chat”. The Water Cooler is an incredibly powerful tool that lets your team work closely together.

customer

Water Cooler™ internal social network

The Water Cooler™ is a built-in social network similar to Facebook but specifically designed to let your team work together to solve issues. No matter where they are located, your team can have conversations about specific tickets, customers, or products all from within TeamSupport’s web based help desk.

Questions or comments about issues may be asked to all TeamSupport users or within specific groups. You can even chat with other TeamSupport users who are logged in by clicking on their name on the right hand side of the screen under “Online Chat”. The Water Cooler is an incredibly powerful tool that lets your team work closely together.

customer

User Groups

Users groups let you assign users to a team, or multiple teams.  Tickets and Water Cooler conversations can be associated with groups, and incoming tickets can be routed to a particular group based on keywords, ticket types, and even ticket status.  This ensures the right people are working on the issues and customers aren't being bounced around from agent to agent.  When a ticket is created and assigned to a group, every member of the group is notified via email. Any individual who is part of a group may take ownership of a ticket at anytime.

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User Groups

Users groups let you assign users to a team, or multiple teams.  Tickets and Water Cooler conversations can be associated with groups, and incoming tickets can be routed to a particular group based on keywords, ticket types, and even ticket status.  This ensures the right people are working on the issues and customers aren't being bounced around from agent to agent.  When a ticket is created and assigned to a group, every member of the group is notified via email. Any individual who is part of a group may take ownership of a ticket at anytime.

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Ticket Queue

A user may have many, many tickets assigned to them, but in many cases, the user is not necessarily going to work on every single one of those tickets today or even this week. The ticket queue allows you to control what you and others are working on daily and even weekly.  Closed tickets are automatically removed, and if a ticket is assigned to another user it will show in italics.  Tickets can be added, removed, and even prioritized in the queue.

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Ticket Queue

A user may have many, many tickets assigned to them, but in many cases, the user is not necessarily going to work on every single one of those tickets today or even this week. The ticket queue allows you to control what you and others are working on daily and even weekly.  Closed tickets are automatically removed, and if a ticket is assigned to another user it will show in italics.  Tickets can be added, removed, and even prioritized in the queue.

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Wiki

The Wiki is a place to store documents for use by the entire team. Collaborative editing means that these documents never get stale and anyone can update them as needed. So if you write an article for the wiki, and someone else finds a problem with it, they can edit it directly. If you don’t agree with a change that someone made to a document, or you simply made a mistake, just edit the document and select a previously saved version. No more emailing back and forth, and no more out of date documents.  The best use of the Wiki is for internal documents like processes and project management.

 

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Wiki

The Wiki is a place to store documents for use by the entire team. Collaborative editing means that these documents never get stale and anyone can update them as needed. So if you write an article for the wiki, and someone else finds a problem with it, they can edit it directly. If you don’t agree with a change that someone made to a document, or you simply made a mistake, just edit the document and select a previously saved version. No more emailing back and forth, and no more out of date documents.  The best use of the Wiki is for internal documents like processes and project management.

 

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Integrated Calendar

TeamSupport has a built-in calendar, so you can add events for yourself and others, and even integrate it with outside apps like Google or Outlook.  But best of all, it's fully integrated within the support software, so you can associate calendar events to users, groups, tickets, customers, and even products!  And if you create a reminder or calendar due date on a ticket, it's automatically added to the calendar for you.

This is a great tool for collaboration between team members, so you can see what's on the group schedule, and even create an event for another user simply by associating them to the event.  

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Integrated Calendar

TeamSupport has a built-in calendar, so you can add events for yourself and others, and even integrate it with outside apps like Google or Outlook.  But best of all, it's fully integrated within the support software, so you can associate calendar events to users, groups, tickets, customers, and even products!  And if you create a reminder or calendar due date on a ticket, it's automatically added to the calendar for you.

This is a great tool for collaboration between team members, so you can see what's on the group schedule, and even create an event for another user simply by associating them to the event.  

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“TeamSupport was the only product we reviewed that allowed complete collaboration across all departments, after all, it's not just our support analysts serving our customers. They have thought of it all, meaning we don't have to! We can focus more on our product than on developing theirs!”

Dezna Kielty
Fortress GB

Schedule A Demo

Interested in seeing what TeamSupport can do for you?  Sign up for a live demo and see for yourself why TeamSupport is the industry's top help desk software.

Watch A Demo

stock-illustration-22943999-computer-monitor.jpg

Schedule A Demo

Interested in seeing what TeamSupport can do for you?  Sign up for a live demo and see for yourself why TeamSupport is the industry's top help desk software.

Watch A Demo

stock-illustration-22943999-computer-monitor.jpg