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COLLABORATION

Harness the power of your team with collaborative customer support.

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Solve problems together with help desk collaboration software.

Customer support requires strong teamwork from multiple departments to make sure your customers are happy. Our collaborative customer support software helps you do this easily. Solve help desk tickets faster together and reduce support costs with TeamSupport.

See how it works!

Customer support requires strong teamwork from multiple departments to make sure your customers are happy. Our collaborative customer support software helps you do this easily. Solve help desk tickets faster together and reduce support costs with TeamSupport.

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Water Cooler internal social network

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Water Cooler is a collaboration tool similar to Slack that’s built into TeamSupport. No matter where they’re located, your team members can have conversations about specific tickets, customers, or products all from within our web-based help desk.

You can ask questions or comment on issues, sending messages to all users or specific groups using the in-app online chat. Water Cooler is an incredibly powerful tool that lets your team work together to solve issues faster.

User groups

Users groups let you assign users to one or more 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 right 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 any time.

Ticket queue

An agent may have multiple tickets assigned to them, but in many cases, they’re 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 tickets assigned to another user will appear in italics. Tickets can be added, removed, and even prioritized in the queue.

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Integrated calendar

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Did you know TeamSupport has a built-in calendar? You can add events for yourself and others and even integrate it with outside apps like Google or Outlook.

Best of all, it's fully integrated within the help desk, 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.

Task management

TeamSupport helps streamline your projects by providing task management capabilities.

We get that business to business customer support can get complicated, and often requires assistance from multiple parties.

We make it easy to manage complex issues with our built-in task management functionality. Our enterprise edition help desk software includes task management to help you manage tickets that require multiple steps or actions.

You can create tasks associated with tickets, contacts, customers, or internal users. You can also receive update notifications and reminders, and even assign tasks to other team members. TeamSupport also supports subtasks for basic project management.

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.

TeamSupport has allowed our geographically dispersed team to track, share and collaborate on support tickets for our clients. This has led to us improving our customer service.

Grahame Wan
Technical Services Manager, Redman Solutions
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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.

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