Ticket Management
Custom Ticket Types
TeamSupport allows you to create as many types of tickets as you'd like (for example - Issues, Problems, Incidents, Tasks, Projects, RMA, etc) and even upload a custom 16x16 icon to make your experience even more unique. In addition, these ticket types can have their own set of custom fields and workflow. You can literally create any type of ticket you need to manage. After all, no one knows your operational needs better than you! The potential and flexibility is endless!
(Custom Ticket Types included in all editions. See software edition comparison chart.)
Attachments
Another powerful feature of TeamSupport is the ability to attach documents to Tickets, Customers, and the Wiki. Adding screen shots or trace logs to tickets can greatly help everyone understand what the problem is. Attachments in the customers database can be used to store configuration documents or system diagrams in one central location.
(Attachments included in all editions. See software edition comparison chart.)
Email Integration
E-Mail is a mainstay of corporate communications, and TeamSupport has powerful e-mail integration capabilities built in. 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 so you can handle all communications from within TeamSupport.
You can also customize all email templates that are generated by your TeamSupport account. Change layouts, colors, fonts, headers, body, footers and more. Add your company logo, signature and brand them as you see fit.
In addition, TeamSupport can:
- Forward emails you have received to an existing ticket.
- Create a new ticket from emails.
- Send/reply to someone and add the email to a ticket.
- Maintain internal privacy from customer portal ticket.
- Forward your company's support email to TeamSupport.
- Add all email attachments to the ticket.
(Email Integration included in all editions. See software edition comparison chart.)
Custom Workflow
TeamSupport also has sophisticated workflow tools that allow you to define the steps a ticket has to go through before it can be resolved. For example, you can force a bug to pass through QA before allowing the ticket to be closed, or make sure a Knowledge Base article gets reviewed before publishing it.
(Custom Workflow included in all editions. See software edition comparison chart.)
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. TeamSupport will send emails to both users and groups and also provide a visual display on the user interface for simple identification.
In addition to assigning customers to SLA's, our customers can define an internal SLA which is a great option to help track and manage non-customer related tickets.
(Service Level Agreement included in all editions. See software edition comparison chart.)
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