Team Collaboration
Wiki
The Wiki is a powerful collaborative editing tool which lets you put rich text documents (including images and file attachments) into TeamSupport. Anyone has the ability to edit these documents so that errors can be fixed immediately and the documents can evolve over time instead of getting stale and worthless. Simple version control makes rolling back to a previous version a snap.
(Wiki included in Support Desk, Bug Tracker and Enterprise. See software edition comparison chart.)
Water Cooler
An internal social networking tool, the Water Cooler is a place to gather and converse - about both support issues and other, less business related things. Just like a "real" water cooler, TeamSupport's Water Cooler can be used as a place to collaborate with people in your company about a variety of topics.
(Watercooler included in Support Desk, Bug Tracker and Enterprise. See software edition comparison chart.)
Another way to think of the Water Cooler is a replacement for yelling over cubicle walls. Anyone who has spent much time in a support department has seen someone yell across the room for assistance on an issue, "Hey, does anyone know how to reset a flammerjammer?".
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.
(User Groups included in all editions. See software edition comparison chart.)
Knowledge Base
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 internal teams and your end users. This is a great place to segregate and display helpful information such as how to configure products or various protocols that should be followed. You can easily embed url's and even add your own html.
(Knowledge Base included in all editions. See software edition comparison chart.)
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