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Collaboration

 

 

Customer support is not a standalone function - it requires strong teamwork from multiple departments to make sure your customers are happy.  Our collaborative customer support software helps you do this with ease. Solve help desk tickets faster, and reduce support costs with TeamSupport.

Water Cooler™ internal social network

The Water Cooler™ is a collaboration tool similar to Slack. No matter where they are located, your team can have conversations about specific tickets, customers, or products all from within TeamSupport’s web based help desk.

You can ask questions or comment on issues to all users or just specific groups. You can even chat with other users using the in-app “Online Chat”. The Water Cooler is an incredibly powerful tool that lets your team work together to solve issues faster.

collaborative-support-watercooler.png

Water Cooler™ internal social network

The Water Cooler™ is a collaboration tool similar to Slack. No matter where they are located, your team can have conversations about specific tickets, customers, or products all from within TeamSupport’s web based help desk.

You can ask questions or comment on issues to all users or just specific groups. You can even chat with other users using the in-app “Online Chat”. The Water Cooler is an incredibly powerful tool that lets your team work together to solve issues faster.

collaborative-support-watercooler.png

User Groups

Users groups let you assign users to a team, or multiple 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 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 anytime.

group-helpdesk-tickets.png

User Groups

Users groups let you assign users to a team, or multiple 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 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 anytime.

group-helpdesk-tickets.png

Ticket Queue

A user may have many, many tickets assigned to them, but in many cases, the user is 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 if a ticket is assigned to another user it will show in italics.  Tickets can be added, removed, and even prioritized in the queue.

help_desk_software_tickets.png

Ticket Queue

A user may have many, many tickets assigned to them, but in many cases, the user is 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 if a ticket is assigned to another user it will show in italics.  Tickets can be added, removed, and even prioritized in the queue.

help_desk_software_tickets.png

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.

 

ticket-view.png

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.

 

ticket-view.png

Integrated Calendar

TeamSupport has a built-in calendar, so you can add events for yourself and others, and even integrate it with outside apps like Google or Outlook.  But 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.

This is a great tool for team collaboration, so you can see what's on the group schedule, and even create events for other users simply by associating them to the event.  

helpdesk-shared-calendar.png

Integrated Calendar

TeamSupport has a built-in calendar, so you can add events for yourself and others, and even integrate it with outside apps like Google or Outlook.  But 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.

This is a great tool for team collaboration, so you can see what's on the group schedule, and even create events for other users simply by associating them to the event.  

helpdesk-shared-calendar.png

Task Management *Enterprise Edition

TeamSupport helps streamline your projects by providing task management capabilities. You can create tasks associated to 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.

task_management

Task Management *Enterprise Edition

TeamSupport helps streamline your projects by providing task management capabilities. You can create tasks associated to 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.

task_management

“TeamSupport was the only product we reviewed that allowed complete collaboration across all departments, after all, it's not just our support analysts serving our customers. They have thought of it all, meaning we don't have to! We can focus more on our product than on developing theirs!”

Dezna Kielty
Fortress GB

Build Your Own Demo

Interested in seeing how collaborative customer support can improve your help desk? Build your own demo and see for yourself why TeamSupport is the best help desk software for B2B.

Build My Demo

 

Intro thumb.jpg

Build Your Own Demo

Interested in seeing how collaborative customer support can improve your help desk? Build your own demo and see for yourself why TeamSupport is the best help desk software for B2B.

Build My Demo

 

Intro thumb.jpg