In addition to the stock reports that come with every version of TeamSupport, we understand that different metrics are important to different companies, and even departments. That's why we created advanced custom reports so you can get exactly the information you need, displayed how you want to see it. Every individual user dashboard can also be customized to show the help desk reports they want to see. For example the data that matters to a support rep may be very different than what a product manager wants to see.
You can define the types of tickets you need to manage your operation with TeamSupport's custom help desk software. We start you off with a few types but you can edit/change these as needed to help you get started, however these may be changed to fit your unique needs. You can add, edit, delete, and re-order how your ticket types appear.
Every organization has different help desk needs - that's why we made TeamSupport easy to customize, so you can organize and manage your tickets the best way possible. Ticket statuses are extremely important to show you where a ticket is in the resolution process. You can customize these based on ticket type, which allows you to define workflows so that everyone in the team knows exactly what state a ticket is in. And of course, you can create as many statuses as you like, to configure custom workflows as needed.
Custom fields are an important part of customizing TeamSupport according to your needs. The Custom Fields section allows you to create fields unique to your organization for items like tickets, users, and customers. Each of these different areas in the application can have as many different custom fields as you want. You can also create categories, and rearrange your custom fields into categories by dragging and dropping.
Your help desk software should work the way you do, not the other way around. With custom properties in TeamSupport you can create and edit many more custom properties like action types, ticket severity, product version status and more, quickly and easily through the admin section.
Tags let you to organize tickets around keywords that make sense to your team. Relating tickets through tags lets you easily view tickets by tag, and run reports based on tags. For example, a tag called “Exchange” would let you quickly see a list of tickets that involve the exchange server. You can also use tags to keep track of specific issues or feature requests. In addition to relating tickets together, tagging is also used for Ticket Deflection on the Customer Portal.
The flexibility in this system to adjust it to fit any work flow makes this the perfect tool for every support organisation. It's a joy to use every day!