B2B Customer Support | | Published July 12, 2013

Update: Collaborative Help Desk/Customer Service Software

help desk softwareCollaboration results in better customer support. TeamSupport's Help Desk software lets a customer service rep see if another team member is simultaneously viewing a ticket and even allows them to chat within the view.

TeamSupport’s customer support software now has even better collaboration with real-time ticket view updates and within ticket chat.

Our customers are our best guides as they provide us with valuable feedback and suggestions. We want to thank our customers for helping us to make TeamSupport the best help desk software possible. We are happy to announce that we've added a few new highly requested features this week.

1. Real-time Ticket View. Easily see and chat with others who are looking at the same ticket as you. If you see a team member in the view, it means they actually have the ticket tab in focus on their screen. Clicking on their name will allow you to chat with them right there in the event you need to collaborate in real-time about the ticket.

2. Real-time Ticket View Updates. If you are viewing a ticket and another person on your team makes a change within the app (changes status, severity, group, adds an action, etc), rather than having to refresh your view, you will now actually see the update happen on your screen in real-time. Under the same circumstance, ticket changes made by email, ticket automation, api and customer portal will not update the real-time view (which is the way it has always been) but we will be adding these other channels to our real-time update code soon, and we will let everyone know when that is live.

We hope these added features further enhance the internal communication between your teams.