Software Features
TeamSupport.com is a completely hosted solution, which is delivered in a "Software as a Service" (SaaS) model. That means you don't have to install any software, buy any additional software or manage anything yourself. As long as your team has a Web connection, they can access the full functionality of TeamSupport.com anywhere in the world, from any computer. Whether handling support via phone, e-mail, or web, TeamSupport will let your customers work with you the way they want to.
Live Chat (Optional Add-On Feature)
TeamSupport Chat is a powerful and effective communication channel that helps to resolve customer issues and increase time to resolution rates. Chat can be configured to meet your organization's unique business requirements. May be added on to Support Desk and Enterprise.
Advanced Customer Portal (Optional Add-On Feature)
Enables your customers to have control over their support experience. End users log into the portal and then they can submit and close tickets, view open and closed tickets, contribute additional information and attachments to tickets, search the knowledge base as well as their tickets in general. May be added on to Support Desk and Enterprise.
Customers and Contacts Database
A comprehensive and linkable Customer Database. Link tickets directly to organizations and individuals within the organizations.
Ticket Submission Portal
With the Ticket Submission Portal you can place a form on your website and allow anyone to submit tickets to your team. This is perfect for cases when you do not have a requirement for a secure login to submit tickets. End users submit tickets and your team is notified via email as is the person who submitted the ticket.
Public Knowledge Base Portal
The Knowledge base lists all tickets that have been flagged as articles. Any ticket can be assigned to the Knowledge base making it easy to share solutions to common problems with both internal teams as well as your end users. (Knowledge Base is also a Team Collaboration tool.)
Web Conversations
Web Conversations are an integration of the Customer Portal and TeamSupport's e-mail capabilities. When your end users submit tickets via the customer portal or by e-mail, TeamSupport users are notified with an email. As "publicly visible" entries are added to the tickets, or changes the status, the end user will be notified via e-mail.
Custom Ticket Types
TeamSupport allows you to create many types of tickets (for example - Issues, Problems, Incidents, Tasks, Projects, RMA, etc) and even upload a custom icons. In addition, these ticket types can have their own set of custom fields and workflow.
Attachments
Attach documents to Tickets, Customers, and the Wiki. Adding screen shots or trace logs to tickets can greatly help everyone understand issues and problems.
Ticket Queue
The ticket queue is designed to offer better control over what you and others are working on today or over the next week. Ticket Queue offers a better way to manage short term workload.
Family Tickets
The Family Ticket feature allows you to associate tickets in either a peer to peer relationship or a Parent/Child relationship. Parent tickets can automatically update their children making the update process very efficient across multiple tickets being worked on.
Email Integration
E-Mail to Ticket functionality allows all e-mails directed to your support address to either create a new ticket or be automatically assigned to an existing ticket. Our unique Web Conversation feature sends end users notifications when a ticket has been updated.
Custom Workflow
Sophisticated workflow tools allow you to define the steps a ticket has to go through before it can be resolved.
Service Level Agreement (SLA)
Define and manage Service Level Agreement (SLA) programs and warning/violation times for every phase. Each SLA may contain an unlimited number of Triggers which are tied to each ticket type and their severities. Determine who is notified and when to stay on top of things with ease.
Wiki
The Wiki is a powerful collaborative editing tool which lets you put rich text documents (including images and file attachments) into TeamSupport.
Water Cooler
An internal social networking tool, the Water Cooler is a place to gather and converse. Water Cooler is a place to collaborate with people in your company about a variety of topics.
User Groups
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.
Products and Version Tracking
TeamSupport tracks issues by product, giving your team unique insight into where your problems are occurring.
Inventory and Asset Tracking
TeamSupport's Inventory module allows you to track physical inventory items (or "assets) which have been shipped to customers. Broken into three very intuitive sections, you can manage assets in stock, assets assigned to specific customers and assets that have been written off in what we call the "Junk Yard".
Powerful reporting capabilities allow you to create "ad-hoc" reports to fit any need. Reports can be exported to a variety of formats, including Excel.
Customer Relationship Management (CRM) Integration
TeamSupport can help to organize, automate and synchronize your business processes by integrating with Highrise by 37signals.com and Salesforce.com.
Source Control Integration
TeamSupport can help to manage changes to documents, programs, and other development information by integrating with BeanStalk and Tortoise SVN source repository.
Application Programming Interface (API)
The TeamSupport RESTful API allows you to hook into TeamSupport and connect third-party applications.
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