Sign up for 14-Day Free Trial | Visit TeamSupport
  visit teamsupport home  
 

Quote of the Day

"Although your customers won't love you if you give bad service your competitors will."
Kate Zabriskie

Tips and Tricks -
Knowledge Base

Any ticket can be assigned to the Knowledge Base which allows both advanced portal authorized customers and the general public the ability to search and read these topics at anytime. The Knowledge Base is also a great place to segregate and display helpful information such as how to configure products or various protocols that should be followed. Adding tickets to the Knowledge Base is very easy. Simply open any ticket and check the box labeled "Knowledge Base". To make this visible to your customers, check the box labeled "Visible to Customers".

Quick step guide on how to create a KB from a ticket and expose it to your customers:

  1. Create a new ticket
  2. Give the ticket a name. This will be the name of the article.
  3. The ticket type can be anything – KB or whatever you would like as this does not matter.  
  4. Set the status to Closed.
  5. Check the box for "Visible to Customers and Knowledge Base".
  6. Write your content in the Description field. You can also attach files to the ticket which will allow your customers to download them.  You can also insert custom HTML into the Description to embed images or add URL links to other locations.
  7. Click Save & Close Tab button.

Read more details in the on-line documentation for adding content to the Knowledge Base If you have any questions or need any help, please email us at support@teamsupport.com.

Ask TeamSupport

We know you have questions, email Joanne and we will try to answer as many as we can in our next newsletter.

 

TeamSupport New Features

TeamSupport Goes Mobile

teamsupport mobile access

We are happy to announce Mobile Web support for your TeamSupport account.  You can now create, search, view, and update tickets right from your mobile device.  You can also look up customers and see their open/closed tickets.  Just open the web browser on your mobile device and navigate to m.teamsupport.com. If you are unable to login, please ensure your mobile browser is set to accept cookies.

New Ticket Creation View

We have also enhanced the New Ticket Creation view so that it matches the new view of an existing ticket (What you see when you click the "Create New Ticket" button).  This new view will allow you to tag, associate tickets, subscribe users and add to user queues while creating the ticket.

Reminders

We have added a terrific reminder feature to TeamSupport.  You can now add reminders to tickets, customer accounts and specific contacts.  Simply set a reminder and TeamSupport will email you when it is due. Want to follow up on a ticket later on, or maybe remind a customer it is time to renew a service contract? With our added reminders feature, this is now not only possible, but incredibly simple. Want to see what reminders you have coming due or outstanding? You can very easily see a list of your reminders by going to "My Tickets" and clicking on the "Reminders" tab. We've written up this help desk software reminders feature document that shows you exactly how to use this feature. 

TeamSupport Customer Spotlight

David Telford of Global Systems Integration

Data FinancialGlobal Systems Integration (GSI), is a Georgia-based technology consulting firm specializing in the implementation, upgrade and day-to-day maintenance challenges associated with complex ERP [enterprise resource planning] packages. Their specific focus is on Oracle's JD Edwards EnterpriseOne and World Software suites. With more than 100 years of cumulative expertise, GSI's consultants provide single-point ownership for the mission-critical financial software. Clients range from the small to medium sized businesses all the way to Fortune 500 corporations. GSI operates in a niche area with very unique JD Edwards skill sets and has earned a reputation as the 'go to guys' for that particular software.

Read more about how GSI is utilizing TeamSupport.

Interested in being featured in a case study or our spotlight? Email Joanne and let her know.

TeamSupport Trade Talk

Holiday time is always hectic, so make sure your team is ready for that rush before it starts with these customer service tips…

Good or bad, customer service is often the deciding factor when a consumer is searching for a service.

We know it matters, but The Workforce Corner tells us Why Customer Service Matters...

Mark Kolier imparts some customer service tips he gleaned in his travels abroad in his post: Everything I Needed to Know about Customer Service I learned in a Tokyo Convenience Store

Every company strives to provide excellent customer support and Michael Hess tells us about one that is succeeding in 4 Sure-Fire Ways to Deliver First-Class Customer Service.

Company News and Announcements

google +

TeamSupport is on Google+

Take a peak and add TeamSupport to your circles!

TeamSupport.com Partners with Tech Wildcatters

TeamSupport has announced a beneficial partnership with Tech Wildcatters, a seed accelerator funding B2B web, mobile, and software startups. Read more about how startups are benefiting from a partnership with TeamSupport.

Connect with us by clicking the icons below.

twitter teamsupport friend teamsupport email teamsupport
© 2010 Muroc Systems, Inc.
800.596.2820 / 1.214.295.9442
100 Highland Park Village, Suite 200
Dallas, TX 75205